Family Group: Administration
About the role:
Are you a problem-solver with a deep passion for improve the healthcare experience and health outcomes of patients and residents, as the well as working experience of healthcare workers If so, this may be the job for you!
The CHI Kaizen Office uses different problem-solving approaches, including lean management, design thinking, behavioural insights and change management, to improve our patient and staff outcomes, as well as the overall population health. Your role will involve:
Primary focus:
Providing expertise in the behaviour change and service design approaches to solve problems for patients and staff within the National Healthcare Group (NHG) institutions.
Embedding the practice of these methods within these institutions so as to build a culture of continuous improvement.
Secondary focus:
Working on projects involving other problem-solving approaches, including lean management and change management.
Key Responsibilities:
Behaviour Change & Service Design Project Lead:
Work with the departments within NHG institutions to identify behaviour change and service design projects that contribute to the Groups mission and vision. This would require you to build relationships with key personnel across the Group, as well as pitch a strong value proposition for departments within the Groups institutions to collaborate with the Kaizen Office on such projects.
Lead behaviour change projects and activities. This would involve:
Scoping a behaviour change project, including identifying suitable behavioural outcomes to measure as well as how to measure them,
Conducting behavioural research and diagnosis, including having a systematic and data-driven approach to hypothesise fuels and frictions to a behaviour, conducting qualitative and quantitative research to understand users behaviour and using established behavioural frameworks like COM-B to diagnose fuels and frictions of a behaviour,
Developing interventions, including conducting literature review to uncover effective interventions in similar applications in other contexts, understanding the possible limitations of replicability to the context of the problem(s) we are addressing and pre-emptively addressing these limitations and drawing on behavioural insights to develop possible interventions to address the fuel(s) and/or friction(s), and
Designing, implementing and analysing experiments to identify if the interventions are effective, including real-world and lab-based experiments, as well as randomised controlled trials and quasi-experiments.
Lead or participate in service design projects and activities, user research, co-creation workshops, rapid prototyping, and testing interventions within multidisciplinary teams.
Behavioural Insights Capability Development:
Develop capabilities of Kaizen Office team members and NHG staff in the use of the behavioural insights as a problem-solving approach. This would involve co-developing a strategy to develop capabilities in this area, developing and running behavioural insights capability development programmes and building and sustaining a behaviour change practice that contributes to the culture of continuous improvement.
Leading / supporting Projects Involving other Problem-solving Approaches:
Lead or participate in projects that involve other problem-solving approaches such as lean management or change management.
Skills and Qualifications:
Have experience in leading behaviour change projects, ideally covering the scope of activities listed above.
Have a strong interest in leading end-to-end service design projects. Candidates who also have experience in leading such projects would be preferred.
Have a keen interest in learning and using other problem-solving approaches to address problems on-the-ground.
Have a strong passion in understanding and shaping behaviour as well as healthcare innovation and design.
Able to communicate key insights and recommendations into a compelling narrative for diverse stakeholders.
Experienced in leading and facilitating co-creation and design workshops.
Exceptional interpersonal and communication skills.
A Bachelor's degree in Psychology, Behavioural Economics, Sociology or related fields.
At least 6 years of experience in a Behaviour Change role, preferably within a large organisation.
