NHS Blood and Transplant
Digital Service Owner
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Service Owner
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Job Summary
At NHSBT, we save and improve lives and you could be part of that. An exciting opportunity has arisen within the Donor Experience Services team for an individual who can help ensure that all aspects (from the point where a donor becomes aware of NHSBT to the donation leaving the donation session) of a large digital transformation programme consider current and future donor needs and help deliver the best possible outcomes and experiences.
The Donor and Session Programme (DASP) is a multi-year transformative digital programme that aims to modernise donor engagement and session delivery by liberating capabilities from the bespoke blood management system, Pulse. DASP will truly transform technology and experiences for the Blood, Platelets and Plasma products.
The role will suit an individual with demonstrable experience in large transformation programmes, ideally, but not essentially, in digital channels. The focus of this role is unapologetically about customers (known to us as donors) and a strong background in Customer Experience is also preferable.
A programme of this size will bring its complexities, and the successful candidate will need to be comfortable dealing with that and finding solutions. The ability to operate independently and as part of a multi-discipline team will also be important. There will be a critical need to influence and challenge using data and insight where possible. Success won’t be achieved alone, so the ability to build strong relationships will be vital.
Note: This is a hybrid-working role, and the expectation is this will be a mixture of at-home and visiting other NHSBT sites as per the business needs.
Main duties of the job
Responsibilities
The Service Owner role is ultimately responsible for owning the end-to-end Donor Experience and vision for a defined service or segment for NHSBT. The role is responsible for ensuring that the digital service is meeting the needs of our donors and patients whilst achieving the organisational objectives. Your responsibilities will include:
- Accountable for the Digital Service, the post holder is responsible for defining, owning and continually developing the end-to-end service strategy, roadmap and blueprint. They will lead cross-functional teams across NHSBT to develop and implement a single service plan that delivers improvements to the donor experience, determines strategic priorities and ensures that near, medium and long-term donor needs are translated into organisational delivery through DASP.
- Accountable for the performance, direction, continuous improvement and strategic development of the Digital Service. The post holder has authority to set the service vision, define priorities and ensure organisational alignment across multiple directorates to achieve NHSBT strategic objectives.
- Adopting a collaborative approach, the Service Owner will have day-to-day management of the Donor Journey Managers within the Donor Experience Services team to help inform and deliver the strategy agreed through multiple touchpoints. The Service Owner will also lead and manage teams outside Donor Experience as a senior strategic leader influencing other teams, particularly in relation to DASP. Whilst delivery is achieved through collaboration across multiple directorates, accountability for the service strategy, roadmap, service standards, performance and continuous improvement rests with the Service Owner.
- Accountable for building effective relationships, inside and outside of DASP, that outline the standard required in collaborative working. The role holder will also be accountable for creating a culture around the Donor Experience that drives innovation and positively challenges to raise standards.
- The Service Owner will be the primary accountable post holder for the performance and KPIs of a given service, defining what matters most and ensuring the business has robust, evidence-based and outcome-driven plans to achieve committed targets.
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You may be required to travel and spend time away from base, which will involve working irregular hours and overnight stays when required, with prior notice.
About You
Experience and Knowledge
- Extensive experience of managing a multi-million-pound budget.
- Practical success in interpreting user data and feedback to design and implement channel shift strategies to move users from traditional to digital delivery channels.
- Proven ability to challenge and remove any unnecessary barriers to service delivery.
- Substantial experience in a senior marketing management role.
- Extensive project management/lead experience, coupled with a specialist understanding of project management techniques.
- Substantial experience of developing and implementing large-scale IT projects.
- Substantial experience of managing a multitude of projects concurrently.
- Demonstrable experience of implementing successful projects.
- Experience of managing in a strongly customer-orientated environment.
- Experience of developing and presenting business cases.
- Experience of dealing with conflict management.
- Extensive experience across all forms of marketing media.
- Experience of managing external agencies.
- Extensive knowledge and experience of change and risk management.
- Experience of managing a wide range of external stakeholders.
- Breadth of knowledge required across many concepts; HR, financial and managerial.
Qualifications And Training
- Specialist knowledge in the field of IT technology, plus significant relevant experience.
- MBA / Management / Marketing masters or equivalent experience.
- Demonstrate commitment to own Continued Professional Development (CPD).
About Us
It takes all types of people to deliver the kind of service that saves and improves lives. At NHS Blood and Transplant, you’ll join a team of more than 6,000 people who are making a genuine difference to communities, families, friends, relatives and more across the UK. We play a unique and special role in the NHS by helping people do something extraordinary – donate blood, blood products, organs, tissues, or stem cells to save someone in need.
Our three core values are what set us apart. They guide and inspire everything we do. By being caring, expertly meeting the needs of our patients and our people, and accepting nothing less than the best quality, we can do extraordinary work – and help our people to do something extraordinary in their career, too. Three small words, one big difference - Caring, Expert and Quality. Together we'll save and improve more lives than ever.
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You will join us on our journey to create an inclusive workplace and aim to reflect the diverse communities we work with, and we positively encourage applications from all sectors of the community.
What We Offer
- Hybrid working arrangements – because NHSBT works nationally, we’re able to offer hybrid working options that give you more flexibility to balance work with life.
- Flexible working options – we promote flexible working where the role allows. We’re happy to discuss what flexibility might look like for you.
- Generous annual leave - 27 days annual leave (pro rata for part-time) plus Bank Holidays, increasing to 29 days after 5 years’ service and to 33 days after 10 years.
- Inclusive pension scheme - the NHS Pension Scheme is a defined benefit scheme (not dependent on investment returns). Further details and outline of benefits can be found at: http://www.nhsbsa.nhs.uk/information-about-nhs-pensions
- Supportive learning culture – we’ve fostered a culture of continuous learning where colleagues are well-led, engaged, and encouraged to grow. We support you in reaching your full potential, both in your current role and future career. Our Thrive program embodies our commitment to learning and development, offering a wide range of activities to support your personal and professional growth. It’s open to everyone at NHSBT, ensuring you have the resources to succeed and shine in your role.
- Health and wellbeing support – we offer confidential services including occupational health, employee assistance programme, and wellbeing resources. Our support is available to all colleagues and we endeavour to provide tailored workplace adjustments where possible.
As a Disability Confident Employer, we welcome applications from disabled candidates. We will talk with you to explore any adjustments that may help you during the recruitment process.
You can find more information about accessibility, our culture, and how we support applicants on the NHSBT Careers website:
- Read about our application process
- Learn more about our culture at NHSBT
To learn more, please see the job description and person specification. These can be accessed via the link below, or by clicking ‘Apply’ if you are viewing this advert on another site.
Next steps
This vacancy will close at 23:59pm on 4 October 2026.
The assessment process for this role may likely include a single interview assessment.
Interviews are anticipated to be held week commencing 12 October 2026 – subject to confirmation.
For informal enquiries please contact –
- Name: Daniel Madzikanda
- Job Title: Recruiter
- Contact Details: Email – daniel.madzikanda@nhsbt.nhs.uk
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