Service Improvement Catalyst for University Experience

The University of Manchester; Manchester; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading higher education institution is seeking a Service Improvement & Performance Lead who will facilitate organisational change and improve user experiences across the University. You will co-design frameworks to enhance service quality, build collaborative communities, and support teams in their journey toward continuous improvement. Ideal candidates will possess strong leadership qualities, a commitment to user-centered methodologies, and the ability to navigate complex environments effectively.

Benefits

Fantastic market leading Pension scheme

Excellent employee health and wellbeing services

Exceptional starting annual leave entitlement

Additional paid closure over the Christmas period

Local and national discounts at major retailers

Qualifications

• Experience in leading improvement initiatives with influence and connection.
• Background in higher education, public sector, industry, or consultancy preferred.

Responsibilities

• Guide the University towards embedding improvement into everyday work.
• Co-design a service improvement framework for Professional Services.
• Build a community of practice for service enhancement.
• Support teams in adopting new user experience practices.
• Lead conversations to help navigate complexity.

Skills

Curiosity and openness to new ways of working

Confidence navigating ambiguity

Coaching mindset

Commitment to user-centred improvement

Ability to make complexity understandable

Collaborative spirit

Job description

A leading higher education institution is seeking a Service Improvement & Performance Lead who will facilitate organisational change and improve user experiences across the University. You will co-design frameworks to enhance service quality, build collaborative communities, and support teams in their journey toward continuous improvement. Ideal candidates will possess strong leadership qualities, a commitment to user-centered methodologies, and the ability to navigate complex environments effectively.