Service Excellence Analytics Lead

TN United Kingdom; Glasgow; On-site; GBP 48,000 - 57,000; Full time

Job summary

A leading university in Glasgow is seeking a Service Excellence Analytics Lead to enhance service delivery through data-driven insights. The role involves developing strategies, managing data solutions, and collaborating with senior stakeholders to improve university services. This full-time position offers a competitive salary and a commitment to diversity and inclusion.

Benefits

Comprehensive Benefits Package

Commitment to Diversity and Inclusion

Qualifications

• Proven management experience in a relevant discipline.
• Expertise in operational data analysis.

Responsibilities

• Lead the development of a data-driven strategy for service excellence.
• Design and develop data solutions to inform leadership decisions.

Skills

Data Analysis

Data Visualisation

Storytelling

Communication

Education

Relevant Discipline or Equivalent Qualifications

Tools

Power BI

Job description

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Service Excellence Analytics Lead, Glasgow

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Client:

University of Glasgow

Location:

Glasgow, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

8315564dfaa5

Job Views:

3

Posted:

15.05.2025

Expiry Date:

29.06.2025

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Job Description:

Job Purpose

The Service Excellence Analytics Lead is a key part of the Service Excellence Programme, responsible for leading analysis and insights to improve service across University Services. This role provides technical expertise on Service Performance data, advising senior stakeholders, and establishing a new data platform to create university-wide impact.

Main Duties and Responsibilities

1. Lead the development and implementation of a data-driven strategy to generate actionable insights for the Service Excellence Programme, ensuring achievement of goals.
2. Design and develop data solutions, set baselines, monitor key metrics, and produce analyses to inform university leadership decisions.
3. Create and maintain a comprehensive data model supporting Service Excellence, sourcing data from multiple sources and engaging stakeholders.
4. Develop advanced data analyses and visualisations to inform decisions on service effectiveness and future planning.
5. Use insights to evaluate options and shape university services, working independently and collaboratively.
6. Integrate diverse data sources to produce credible insights and compelling data stories to support service improvements.
7. Partner with senior leaders and teams to tailor analyses, participate in strategic meetings, and promote best practices.
8. Collaborate within the Planning Insight & Analytics team to leverage data assets and emerging technologies.
9. Build prioritisation roadmaps, define performance indicators, and enhance visibility of costs and efficiencies.
10. Define and highlight high and low performing areas of service delivery using data.
11. Maintain current knowledge of university service areas and recommend policy changes for improvement.

Knowledge, Qualifications, Skills & Experience

Essential:

• Proven management experience and professional knowledge in a relevant discipline or equivalent qualifications.
• Expertise in operational data analysis and application to improve effectiveness.
• Ability to communicate data insights effectively to diverse audiences.
• Experience working responsibly with sensitive data.

Desirable:

• Knowledge of Data Warehouse environments and process improvement methodologies.

Skills

Essential:

• Strong data analysis, visualisation, and storytelling skills, particularly with Power BI.
• Ability to manage technical details while maintaining a strategic overview.
• Excellent interpersonal and communication skills to influence stakeholders.

Desirable:

• Advanced Power BI data modelling and DAX coding skills.

Experience

Essential:

• Experience in using data to improve services and working with senior decision-makers.
• Proven ability to produce clear dashboards and analyses supporting strategic decisions.

Terms and Conditions include a salary of £48,350 - £56,021, full-time, fixed-term until 31 July 2027, with a comprehensive benefits package and a commitment to diversity and inclusion.