Ben Heap Email Address

Senior Project Manger

Our Chairman, Professor Sir Malcolm Grant and our Chief Executive, Simon Stevens will provide an address covering a review of the past 12 months and a forward look of the NHS.

Results-driven Senior Product Manager with over 10 years of experience in project and product management, specializing in agile, open source, and accessibility. Passionate about 'tech for good,' I have a proven track record of delivering transformative solutions across the public, private, and charity sectors. At NHS England, I led the FutureNHS platform growth strategy, increasing monthly active users from 8,000 to 50,000+ in 3 years. I implemented a customer service desk using Zendesk, achieving an average first reply time of 15 mins and a satisfaction score of 90%. I also launched operational insights and metrics reporting using Google Analytics, Tag Manager, and Data Studio while leading an agile scrum product and support team. My experience spans various industries, from supermarket chains and customer management consultancies to digital agencies and debt charities. In the next 5 to 10 years, I aim to expand my impact by leading the development and delivery of innovative products in the 'tech for good' space. My ultimate goal is to head up the product management function at a company or join the c-suite as a Chief Product Officer. Certifications: Scrum Product Owner, ITIL, MSP, AgilePM, and PRINCE2 practitioner.