Customer Experience Lead

As a Customer Experience Lead you will be a passionate customer advocate and demonstrate expertise in mapping customer journeys, identifying pain points and designing and implementing improvement initiatives.

Job title:

Customer Experience Lead

Job Description:

Customer Experience Lead

Salary: Up to £34,000 depending on experience

Capita Health & Welfare employs a diverse range of people, taking in health professionals, enquiry centre agents, and operations staff. Capita has a long and rich history of working in the NHS and is central to our future strategy and with Primary Care Support England (PCSE), we’re transforming healthcare delivery. Our services enable the NHS to spend less time on administration and more time looking after its patients. Our teams are helping to move medical records, providing supplies via an online portal, and managing GP practice closures and mergers. 
 

The support we offer ranges from key administrative and payment services, to managing supplies, performers list and market entry applications through to moving medical records. We do this and more for GPs, Dentists, Opticians and Pharmacists as well as those working in the teams around them and associated disciplines.
 

We are looking for a Customer Experience Leads to achieve our ambition of building a central hub of excellence for GP Pensions underpinned by our Customer First, Always value.
 

The role will focus on analysing customer feedback and examining customer journeys to drive continuous improvement and deliver measurable benefits to customers and the organisation.
 

As a Customer Experience Lead you will be a passionate customer advocate and demonstrate expertise in mapping customer journeys, identifying pain points and designing and implementing improvement initiatives. 
You will work with our operations and technology teams to support the design and implementation of innovative solutions that enhance customer experience and streamline processes within the complex NHS Pensions framework.
You will work with the Senior Stakeholder Relationship Manager to deliver education sessions for Pension Scheme Members and other customer groups including GP practices, Integrated Care Boards and Out of Hours Providers.
 

This is an exciting role for the right individual to support our operational quality assurance and continuous improvement processes.

Responsibilities

• Analyse data such as customer feedback, complaints and work items and be able to present findings of themes, trends, and improvement opportunities

• Complete Customer Journey Deep Dives identifying the route causes of customer pain points and presenting how these can be prevented

• Support with the delivery of Actions and Improvements identified in the Customer 360 resolution workshops

• Support workshops (e.g., Customer 360 resolution workshops) to drive service improvements.

• Able to identify repetitive tasks that have the potential to be automated

• Provide customer journey knowledge to support Agentic AI and other technology programmes throughout all phases from discovery to development and implementation

• Review and support with the creation of customer facing resources via the PCSE website including guides, FAQ’s knowledge articles, customer communication templates and videos to improve customer outcomes

• Support PCSE Learning and Development team with development of material from a customer experience perspective

About You

• Strong ability to analyse complex data gaps and identify root causes.

• Skilled in articulating problem statements and driving resolution.

• Proven experience managing escalations with high-profile stakeholders (e.g., BMA, ICBs, NHSE).

• Ability to build trust and maintain professional relationships under pressure.

• Collaborative approach, with experience working across functions and with stakeholders at all levels.

• Ability to manage multiple priorities and deliver results to deadlines

• Skilled in reviewing feedback and implementing service improvements.

• Experience in service improvement, process analysis, or continuous improvement roles within a complex organisation.

• Experience with process mapping and customer journey mapping

• Commitment to improving customer journeys and satisfaction.

• Six Sigma, or similar frameworks for process optimisation – Desirable

• Familiarity with managing large-scale improvement projects – Desirable

• Worked in a Pensions Service Environment - Desirable
   

About PCSE

Primary Care Support England (PCSE) is delivered by Capita on behalf of NHS England and NHS Improvement (NHSEI), to deliver digital, logistical and support services to every GP, Dentist, Optician and Pharmacist providing NHS services in England. 

Our focus is on improving these services by standardising all processes nationally, to make each service more efficient.  To date we have already transformed a number of services for Primary Care Support, including ordering medical supplies, tracking medical records, maintaining the Performers Lists for England and processing Ophthalmic GOS payments. These services are now all hosted on PCSE’s online platform, PCSE Online.

What’s in it for you?

• A competitive basic salary (Up to £34,000 depending on experience)

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave

• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

Unlock Your Potential with Capita

At Capita, your career can take you wherever your ambition leads. You'll become part of a diverse network of talented, forward-thinking professionals working across a wide range of disciplines and sectors. We’re committed to your growth — offering endless opportunities to expand your skills, explore new paths, and advance your career.
 

Join us and discover a career with purpose. #CareersWithPurpose

🤝 Customer first, always​🧑‍💻 Fearless innovation​✅ Achieve together​💙 Everyone is valued

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer; we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email [email protected] or call 07784 237318 and we’ll get back to you to discuss. 
For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - [email protected]

AI & Fair Recruitment at Capita
At Capita, we use technology, including AI-enabled tools, to help us manage applications consistently and fairly. These tools support our recruitment teams, they do not make hiring decisions. Every application is reviewed by a trained member of our Talent Acquisition team, and all decisions are made by people. If you need any adjustments during the process, we’re here to support you.

How We Use AI in Our Hiring Process
To help us deliver a fair, consistent and efficient recruitment experience, Capita uses AI-assisted technology at some stages of the process. These tools simply help us organise and assess information, they do not replace human judgement. All decisions are made by our recruitment team and hiring managers. If you have any questions or need adjustments, please let us know and we’ll be happy to support you. 

Location:

Home-Based - GBR

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent