Service Excellence Analytics Lead

University of Glasgow; Glasgow; On-site; GBP 48,000 - 57,000; Full time

Job summary

The University of Glasgow seeks a Service Excellence Analytics Lead to enhance service provision through data-driven insights. The role involves managing analytical strategies, collaborating with stakeholders, and developing data solutions that promote university-wide improvements, all within a flexible working culture that values diversity.

Benefits

Generous leave

Health initiatives

Flexible working

Qualifications

• Proven management skills and professional knowledge in data analysis.
• Authoritative knowledge of data and analytical techniques.
• Experience in cross-departmental collaboration.

Responsibilities

• Lead development of a data-driven strategy for university services.
• Design and develop data solutions to inform high-level decision-making.
• Create and implement comprehensive data models to support initiatives.

Skills

Data analysis

Data visualisation

Storytelling

Interpersonal skills

Organisational skills

Communication

Influencing stakeholders

Education

Relevant qualifications or equivalent experience

Tools

Power BI

Data Warehouse

Data languages (R, Python, SQL)

Job description

Social network you want to login/join with:

Service Excellence Analytics Lead, Glasgow

Client: University of Glasgow

Location: Glasgow, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference:

8315564dfaa5

Job Views:

34

Posted:

22.06.2025

Expiry Date:

06.08.2025

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 provision across University Services. The role involves providing 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 execution of a data-driven strategy to generate actionable insights for the Service Excellence Programme.
2. Design and develop data solutions, set baselines, track goals, and deliver analyses to inform decision-making at senior levels.
3. Create and implement a comprehensive data model supporting Service Excellence initiatives, sourcing and integrating data from various sources.
4. Develop advanced data analysis and visualisation outputs that inform service effectiveness and future strategies.
5. Use insights to evaluate options for shaping university services, working independently and collaboratively.
6. Integrate data sources to produce credible insights and compelling data stories that drive service improvements.
7. Collaborate with senior leaders, service teams, and end-users to tailor analyses and present findings effectively.
8. Leverage existing data assets and cutting-edge technologies within the Planning Insight & Analytics (PIA) function.
9. Build prioritisation roadmaps, define performance indicators, and enhance visibility of costs and efficiency.
10. Define and highlight areas of high and low performance using data.
11. Maintain up-to-date knowledge of university service areas and recommend policy changes to improve service quality.

Knowledge, Qualifications, Skills & Experience

Essential:

• Proven management skills and professional knowledge in data analysis, with relevant qualifications or equivalent experience.
• Authoritative knowledge of data and analytical techniques in operational environments.
• Ability to demonstrate and communicate data impacts effectively to diverse audiences.
• Experience working responsibly with sensitive data.

Desirable:

• Knowledge of Data Warehouse environments and process improvement methodologies.

Skills

Essential:

• Ability to connect data to strategic messages, manage technical details, and deliver insights.
• Strong data analysis, visualisation, and storytelling skills using Power BI.
• Excellent interpersonal, organisational, and communication skills.
• Ability to influence stakeholders and work under pressure to meet deadlines.

Desirable:

• Advanced Power BI data model development and DAX coding skills.

Experience

Essential:

• Experience using data to improve service effectiveness, working with senior executives, and creating dashboards.
• Hands-on analytical/technical data role experience, including data extraction and transformation.
• Experience in cross-departmental collaboration and project environments.

Desirable:

• Experience in Service Design, Power BI advanced features, data languages (R, Python, SQL), and HE sector experience.

Terms and Conditions

Salary: Grade 8, £48,350 - £56,021 per annum. Full-time, fixed-term until 31 July 2027. The university offers a welcoming culture, flexible working, and benefits including generous leave and health initiatives. Applications from diverse communities are encouraged, with a focus on equality and inclusion.