Associate Director of Patient Experience and Voice, Band 8c

Requirements the employer expects applicants to meet.

• Personal Attributes

  Visible, compassionate and inclusive leader who demonstrates integrity, professional credibility and commitment to patient, carer and community voice

• Personal Attributes

  Politically astute and able to build trusted relationships, constructively challenge and influence people at all levels

• Personal Attributes

  Committed to equality, diversity, inclusion, accessibility, co-design, continuous learning and improvement

• Qualifications and Training

  Master’s degree or equivalent level of specialist knowledge and experience relevant to patient experience, engagement, quality, governance, leadership or service improvement

• Qualifications and Training

  Registered nurse or other registered professional; alternatively, demonstrable equivalent senior professional knowledge and experience relevant to patient experience, quality governance, complaints, engagement or service improvement.

• Qualifications and Training

  Evidence of substantial continuing professional development at senior leadership level

• Qualifications and Training

  Formal qualification or demonstrable equivalent in improvement science, quality improvement or change leadership, with evidence of applying systematic improvement methods at organisational level.

• Experience, Knowledge and Skills

  Substantial recent senior leadership experience within the NHS, with a strong understanding of NHS provider structures, governance, policy, regulation, commissioning and system working.

• Experience, Knowledge and Skills

  Evidence of operating at significant corporate or Trust-wide level, leading a complex portfolio or major programme and influencing Executive-level decision-making, with delegated responsibility for strategy, assurance, improvement, people or resources.

• Experience, Knowledge and Skills

  Highly developed knowledge of patient experience and voice, complaints, co-design, accessibility, equality, health inequalities, relevant legislation, regulation and NHS quality governance.

• Experience, Knowledge and Skills

  Experience of setting organisation-wide strategy, policy and standards and leading complex improvement or transformation programmes with measurable and sustained outcomes.

• Experience, Knowledge and Skills

  Advanced analytical and judgement skills, including interpretation of highly complex, sensitive or conflicting evidence and defensible decision-making where there may be no precedent.

• Experience, Knowledge and Skills

  Highly developed leadership, communication, influencing, negotiation and conflict-resolution skills, with credibility to advise Executive Directors, Boards, regulators and system partners.

• Experience, Knowledge and Skills

  Experience of leading Executive and Board assurance, chairing senior governance forums and integrating data, lived experience, risk and improvement evidence to support challenge, decisions, corrective action and external scrutiny.

• Experience, Knowledge and Skills

  Experience of leading multiple specialist or operational services, including workforce performance, delegated budgets, business cases, procurement, contracts and benefits realisation.

• Experience, Knowledge and Skills

  Experience of leading patient-experience intelligence and converting complaints, PALS, surveys, involvement and equality insight into prioritised improvement, measurable aims and evaluation of impact.

• Experience, Knowledge and Skills

  Experience of setting strategic patient-experience information and reporting requirements and working with digital, information, technical and governance leads to secure accurate, accessible and timely insight.

• Experience, Knowledge and Skills

  Experience of senior oversight of complex complaints and direct work with dissatisfied patients, carers, families, communities or people affected by harm, including advocacy, co-design or restorative approaches.

• Experience, Knowledge and Skills

  Ability to work autonomously within broad policies and delegated authority, set priorities, require evidence and proportionate action, escalate risk and seek Director guidance appropriately.