Betsi Cadwaladr University Health Board
People's Experience Officer
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People's Experience Officer
People’s Experience Service (PES) Officer – Ysbyty Gwynedd
Job Overview
We are seeking to appoint a People’s Experience Service (PES) Officer to join the People’s Experience Team.
Based in Ysbyty Gwynedd, you will work flexibly to provide service support and deliver the NHS Wales People’s Experience Framework (2025) across the Health Board.
The successful candidate will coordinate and deliver engagement and communication activities, engaging with patients, carers, and staff across primary, secondary, and community settings. They will lead on capturing feedback through methods such as Care 2 Share interviews and storytelling to ensure stakeholders can provide input or express concerns regarding their healthcare experiences.
You will report directly to the People’s Experience Manager and collaborate closely with the People’s Enquiry Resolution Service / Complaints team, ensuring feedback is welcomed, integrated, and acted upon as part of the Health Board’s daily operations.
We are looking for a candidate who is enthusiastic, self-motivated, sensitive, and tactful, holds a degree-level qualification (or equivalent experience), and has experience in engaging with the public in challenging situations.
Welsh Essential and travel across North Wales is required.
Main Duties and Responsibilities
Core Responsibilities
- Support the People’s Experience Strategy: Ensure patients, carers, and relatives can provide feedback to drive service learning and improvement.
- Collaborate on Improvement Actions: Work with services to implement improvement projects as outlined in the NHS Wales People’s Experience Framework (2025) and local action plans.
- Build Relationships & Network: Actively engage with management teams, clinical staff, non-clinical staff, partner organisations, and the third sector.
- Represent the Team: Attend key meetings internally and externally on behalf of the People’s Experience Team.
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Key Responsibilities of the Role
- Analyse and communicate feedback from patients, carers, and relatives to mitigate issues and reshape services for better experiences.
- Use tact and persuasion to convey sensitive or contested information to stakeholders within the Health Board.
- Design Communication Materials: Develop information leaflets, presentations, and reports for internal and external audiences.
- Establish Systems & Processes: Manage and record interactions with patients, carers, relatives, and service teams to track progress against action plans.
What It’s Like to Work for Betsi Cadwaladr University Health Board (BCUHB)
If you thrive on challenges, have a passion for helping others, or seek a fresh opportunity, BCUHB North Wales could be the right fit for you.
As the largest health organisation in Wales, our team delivers a full spectrum of care—including primary, community, mental health, acute, and elective hospital services—to a population of around 700,000 across North Wales.
Join us, and receive the support you need—aligned with our Organisational Values and "Proud to Lead" competence framework.
Our organisation supports engaged leadership, promotes diversity and equality, and embraces the "Disability Confident Employer" scheme.
Note on Applications: Check your email regularly; recruitment correspondence will be sent to the address provided on your application. Applications in Welsh or English are welcome and will be treated equally.
Person Specification
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Qualifications and Knowledge
Essential Criteria
- Degree-level qualification or equivalent experience.
- Continuous professional development.
- Understanding of claims around complaints management and data protection legislation.
- Knowledge of patient experience/engagement frameworks.
- Commitment to equal opportunities.
- Political awareness and sensitivity to the Health Board’s profile.
Desirable Criteria
- European Computer Driving Licence (ECDL) or relevant equivalent.
Experience Requirements
Essential Criteria
- Experience in engaging the public, patients, carers, or healthcare professionals on customer service matters.
- Proven ability to handle difficult and distressing situations.
- Experience producing and distributing public information.
- Working knowledge in interacting with diverse professionals and internal staff at various levels.
Skills and Attributes
Essential Criteria
- Advanced IT, web, social media, and presentation skills.
- Ability to establish systems and processes for recording, monitoring, and evaluating patient feedback.
- Strong problem-solving abilities.
- High-level interpersonal skills, demonstrating credibility, professionalism, and leadership.
- Capability to work independently and self-organise workloads.
- Creativity: Layout design for documents, presentation development, and display creation.
- Welsh Essential proficient in language use.
Other Requirements
- Ability to travel across the Health Board’s geographical area.
- Flexibility to work different schedules.
(Full job description and person specification available via [Trac/Attachments].)
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