Employer United Lincolnshire Teaching Hospitals NHS Trust Employer type NHS Site Lincoln County Hospital Town Lincoln Salary £66,582 – £77,368 per annum Salary period Yearly Closing 19/10/2026 23:59
Group Head of Digital Customer Experience- Band 8B
NHS AfC: Band 8b
We recognise that outstanding care can only be delivered through our people. We want to attract people who can help us deliver our vision. We want in return to help people achieve what they wish in their careers in the NHS at ULTH.
We are always keen to welcome highly skilled, committed and compassionate individuals to our hospitals – people who put patients at the heart of everything they do and are ready to help us achieve our vision.
Our Group values guide everything we do. They are:
Compassionate – We care about people – Compassionate is the act of showing empathy, kindness, and respect to others, recognising their individual needs and circumstances. It involves listening, understanding, and supporting others in a way that makes them feel valued, safe, and cared for.
Collaborative – We work together as a team – Collaborative is working inclusively and respectfully with others to achieve shared goals. It involves open communication, valuing diverse perspectives, and building trust to create a supportive and effective team environment.
Innovative – We strive to improve – Innovative is the process of exploring new ideas, approaches, and technologies to improve care, services, and working practices. It involves creativity, curiosity, and a willingness to take risks in a safe and supportive environment.
If you believe in them too, then you are ready to join the ULTH team.
We’ve taken great pride in building working environments where staff always feel valued, cared for and part of a team. Without doubt this is a challenging yet very rewarding job that is at the centre of health and care in Lincolnshire – making a positive difference to our patients.
Our Trust is situated in the beautiful county of Lincolnshire and is one of the biggest acute hospital trusts in England, serving a population of more than 700,000 people. We provide acute and specialist services to people in Lincolnshire and neighbouring counties. We have an annual income of £710 million (22/23) and we employ nearly 8,600 people.
Our Group Board have recently agreed a new vision statement – “Caring and building a healthier future for all” – stating their ambition for our Trust and the wider group to be among the best.
We also have a five year Integrated Improvement Plan setting out how we will achieve our strategic objectives, for patients, services, people and partners, the last recognising that our future success depends on our ability to ensure the Lincolnshire healthcare system is successful in achieving its ambition to help people live healthier lives and provide care closer to where people live.
Our latest CQC report increased our ratings for being effective and well-led from ‘Requires Improvement’ to ‘Good’. Our rating for caring remained as ‘Good’.
This is in recognition of the huge amount of work that our amazing staff have done to improve the quality of care for our patients in recent years.
We are committed to helping our staff balance their work and home lives and ensure they feel supported, valued and appreciated.
So,what is in it for you?
- Flexible working: Depending on the needs of your role, we will consider requests for flexible and/or part-time working for whatever reason you should need it. We recognise flexible working will not look the same for everyone, because it depends on the nature of the role and the needs of the individual.
Types of flexibility could include:
- Part-time – less than 37.5 hours per week.
- Off-site/remote working – working from home or other sites for part or all the week.
- Compressed hours – usually full-time hours but over fewer days or shifts.
- Staggered hours – having different start and finish times.
- Set shift patterns – to allow for predictability
- NHS Pension: A generous and flexible pension scheme with contributions from us as your employer fully protected against inflation and guaranteed by the government
- Annual Leave: Starting at 27 days a year, rising to 33 days after 10 years plus eight bank holidays (for staff covered by Agenda for Change) For Medical Workforce positions (Consultant and Specialty Doctor), the full-time entitlement commences from 32 days per annum. For all other Medical Workforce positions, the full-time entitlement commences from 27 days per annum.
- Bank working: The chance to work extra hours at enhanced rates and we will pay you weekly too, ideal if your income needs a quick boost.
In addition, there ismore.
- Family & Childcare: Including on-site nurseries at Lincoln County Hospital and Pilgrim Hospital Boston, maternity, paternity, adoption & shared parental leave following a set period of employment.
- Health & Wellbeing: including counselling, mental health first aid, physiotherapy, eye tests.
- Learning & Development including Lincolnshire Talent Academy, leadership training, medical education, clinical education, Lincolnshire clinical research
- Financial support and benefits including Cycle2Work, car lease scheme, home electronics. Free on-site parking and free tea and coffee and the ability to save and borrow through your salary.
- Rewards & Recognition including staff awards, long service awards, retirement awards, examples of excellence and staff lottery.
Enjoy a better quality of life in one of the UK’s most welcoming counties. Whether you’re taking the first exciting steps in your career, itching for a new challenge or searching for a better place to raise a family, Lincolnshire welcomes everyone. Discover a range of rewarding health and social care careers in a county that’s friendly, fascinating, affordable and brimming with everything you need to live a happy life.
Job overview
The Group Head of Digital Customer Experience is a newly created Group-wide leadership role within Digital Services, delivering support as part of the hosted Digital Service across all Lincolnshire NHS provider organisations, including primary care (c. 25,000 services users). The postholder is responsible for leading, managing and developing the Digital Customer Experience function, encompassing 1st, 2nd line support services, requesting and ITIL-aligned Service Management functions. The role holds accountability for service performance, customer outcomes and the effective management of teams delivering support across multiple organisations.
A key focus of the role is to develop and embed a customer-centric approach to digital service delivery, ensuring services are responsive, efficient and aligned to consumer needs. The postholder will provide visible and inspiring leadership within a fast-paced, high-demand environment, driving continuous improvement, innovation and service excellence whilst operating within finite resources.
This is an exciting time to join the Digital team and play a part in shaping how our services continue to develop and mature. Following the transition of IT services from the previous CSU arrangements during 2025 and 2026, we are focused on building a service that reflects the needs of our diverse customer base and delivers a consistently positive experience for colleagues.
Main duties of the job
Provide visible and effective leadership across Digital Customer Experience, setting clear strategic direction, performance expectations and service standards, and fostering a customer-centred, outcomes-focused culture.
Lead major incident management, coordinating stakeholders and communications, and ensuring post-incident learning drives service improvement. Act as the senior escalation point for complex delivery issues, balancing competing priorities, dependencies and risks while maintaining stakeholder confidence.
Drive a mature, service-led approach to IT Service Management, embedding consistent ITIL-aligned incident, problem and change practices, alongside relevant SDI principles and industry best practice.
Own the Digital Customer Experience strategy, roadmap and performance framework, using data, insight and customer feedback to drive continual improvement. Work with Digital Business Partners and service leads to strengthen relationships and ensure services adapt to customer needs.
Manage capacity, resources and demand, providing clear advice on priorities, risks and trade-offs. Embed agile, user-centred improvement methods and build strong partnerships across clinical, operational and corporate teams.
Working for our organisation
Lincoln Hospital is a thriving university city and with the opening of the medical school, it provides all major specialties and a 24-hour major accident and emergency service.
United Lincolnshire Hospitals NHS Trust has been granted teaching hospital status, after demonstrating evidence to significant teaching commitment. From now on it will be known as United Lincolnshire Teaching Hospitals NHS Trust.
Pilgrim Hospital is situated in beautiful countryside and serves the communities in the South Lincolnshire area. It provides all major specialties and a 24-hour major accident and emergency service.
Grantham and District Hospital serves the communities of Grantham and the local area. It provides ambulatory paediatric and accident and emergency services.
Lincolnshire Community Health Services NHS Trust (LCHS) and United Lincolnshire Hospitals NHS Trust (ULHT) have come together in a Group arrangement, with the goal of improving the care provided to patients across the county.
This will not constitute a formal merger of the two organisations, but will bring the Trusts together under a single Board and Executive Leadership Team, with the goal of improving the care that is provided to patients both in the community and in hospitals across Lincolnshire. Both Trusts will retain their separate statutory names and legal obligations.
The Group will be known as Lincolnshire Community and Hospitals NHS Group (LCHG).
Detailed job description and main responsibilities
Please see attached job description and person specification for full details. We look forward to receiving your application in due course.
Person specification
Qualifications
- Masters level qualification, or equivalent demonstratable experience relevant to the post.
- Highly developed specialist knowledge of IT Service Management methodologies, frameworks and approaches (e.g. ITIL, SDI), underpinned by theory and applied experience to Master’s level or equivalent.
- Degree level qualification or equivalent experience in professional management / leadership training
- Evidence of ongoing personal and professional development
- ITIL Expert or Capability Level qualifications.
- Project Management Qualification e.g. Prince 2 Foundation/Agile.
- Member of a relevant professional body.
- Outstanding people leadership, able to lead, motivate and get the best from experienced, senior and at times difficult staff
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