NHS.UK (NHS Choices) is Europe’s largest digital health service, receiving over 45 million visits per month. Working as part of the Engagement team, the Product Manager – User Generated Content is responsible for leading the strategy and delivery of functionality that allows patients to share their experiences on the full range of NHS services (GPs, hospitals, dentists, pharmacies, care homes, CCGs, Opticians), leaving star ratings and feedback on service profile pages. Providers also have the right to respond publicly, and challenge publication.
NHS.UK is undergoing transformation, with a focus on empowering patients to manage their own healthcare. User generated content can play a vital role by giving people the opportunity to share their experience of NHS care and treatment, and allowing users to make informed choice of services based on peer reviews.
Moving forward we are keen to encourage practice managers and providers to see the tool as an opportunity to listen to patient experience and engage constructively, so speaking to stakeholder groups and managing challenging conversations is a core part of the role.
The post holder will have experience of understanding user needs and business priorities, working with a team to develop and articulate a clear product vision, achievable goals and measurable objectives, and managing complex and challenging conversations.
About the role
The post holder is responsible for leading the user generated content delivery and user experience for nhs.uk. At a summary level, the role encompasses:
- Being accountable for NHS.UK’s approach to publishing user generated content on our platform.
- Ensuring our strategy, process and policies mitigate legal and reputational risks.
- Engaging and liaising with providers who may challenge publication
- Working with stakeholder groups to encourage positive engagement from service providers.
- Implementing policy fairly and firmly using diplomacy and discretion to resolve disputes which may be of a sensitive nature.
- Providing leadership on technology and user journeys to maximise positive engagement.
The post holder will have extensive experience of planning and delivering digital projects with a strong emphasis on communication, ideally in health and social care. The role involves working with a wide range of staff and stakeholders, so you will need to have excellent interpersonal skills and to demonstrate the vision, drive and communication skills needed to produce effective collaboration.
The successful candidate must demonstrate an authoritative approach to leading brand conversations acting as the specialist within a diverse team, combined with the ability to work on your own initiative to deliver strategic and creative thinking. The role also requires demonstrable experience of deploying such experience in the delivery of cutting-edge digital products.
About the rewards
In addition to a competitive salary you can look forward to a full range of public sector benefits, including an excellent contributory pension scheme, generous holiday entitlement and various flexible working options. Perhaps the most compelling reasons for joining us, however, are the scale, scope and high profile nature of the project you’ll be working on, and the unprecedented opportunity for personal and professional development.