Service Excellence Analytics Lead

2 weeks ago

Glasgow, Glasgow City, United Kingdom University of Glasgow Full time
Job Purpose

The Service Excellence Analytics Lead is a critical component of the Service Excellence Programme, responsible for leading the analysis and insight to drive improvements in our service provision across University Services. This role requires professional, specialized, and technical expertise on all aspects of Service Performance data, as well as the ability to lead advice and guidance to senior University stakeholders.

Main Duties and Responsibilities
  1. Develop and execute a data-led strategy to generate actionable insights that drive the Service Excellence Programme, ensuring the programme meets its ambitious goals and targets.
  2. Design and develop data solutions for the Service Excellence Programme, including setting baselines, tracking key programme goals, and delivering high-impact analyses and insight that inform decision-making with senior University leaders.
  3. Design and implement a comprehensive data model for University Services to support Service Excellence, proactively sourcing and integrating data from various sources.
  4. Develop high-value advanced data analysis and visualization outputs that prioritize and inform decision-making relative to our services' shape, effectiveness, and future state.
  5. Utilize insights to lead options appraisals and help shape Services across the University, aligned to the programme outcomes.
  6. Integrate data sources to create credible and compelling insight with engaging data stories to drive service improvement prioritization and improvement.
  7. Deliver Service Performance improvement across various delivery areas, including Service Model Design, Comparative Analysis, and Dashboard delivery, using specialist technical and analytical skills.
  8. Partner with senior service leaders, service delivery teams, and end-users to ensure data analyses are tailored to diverse audiences.
  9. Collaborate across the Planning Insight & Analytics (PIA) function to leverage existing data assets and utilize cutting-edge technologies for advanced data analysis.
  10. Define effective service delivery in a data sense to highlight areas of high and lower performance.
  11. Establish and maintain an up-to-date knowledge of the University's Service Areas and how these are configured.
Knowledge, Qualifications, Skills & Experience

This role requires a strong understanding of data and analytical techniques, as well as the ability to communicate complex data insights to a range of audiences. The ideal candidate will have a proven track record of using data to drive service improvement and have experience working with senior stakeholders to inform decision-making.

Requirements
  • A1: Ability to demonstrate the competencies required to undertake the duties associated with this level of post, having acquired the necessary professional knowledge and management skills in a similar or number of different specialist roles.
  • A2: Authoritative knowledge of data and analytical techniques in practice within operational environments used to shape future operational models.
  • A3: Knowledge of how to demonstrate and apply the use of data in improving operational effectiveness and communicate data impacts to a range of audiences.
  • A4: Working responsibly with personal data, financial data, and other potentially sensitive data sources.
Desirable
  • B1: Knowledge of Data Warehouse environments.
  • B2: Knowledge of Process Improvement methodologies that use data.
Skills
  • C1: Demonstrate ownership and capability to connect data to the message, highlighting its effective use in emphasizing key Service Excellence Programme objectives.
  • C2: Drive, enthusiasm, and a high degree of personal effectiveness, including accuracy and attention to detail across the Service Excellence programme.
  • C3: Proven ability to manage both technical detail and maintain sight of the big picture when considering priorities and delivering insights driven by data/analysis.
  • C4: Highly developed data analysis skills, including data preparation, visualization, and storytelling using software such as Power BI.
  • C5: Proven track record and ability to source, analyze, and represent different data types that support Service Excellence objectives to improve delivery and end-user experience.
  • C6: Excellent interpersonal, organizational, and communication skills that influence all levels of stakeholders across the institution.
  • C7: Ability and commitment to work calmly under pressure in a busy environment and achieve high-quality work standards.
  • C8: Able to influence senior stakeholders, building credible relationships that influence the shape of organizations and the prioritization of resources.
  • C9: Ability to work to timescales with competing demands and shape delivery models to ensure deadlines are met across the programme team.
  • C10: Tenacity and resilience to work around issues, challenges, and problems and keep focused on the goal.
  • C11: Presentation skills and ability to adapt delivery to suit audience needs.
Experience
  • E1: Experience of using data to deliver improvements in service effectiveness, end-user experience, and/or process efficiency.
  • E2: Proven track record of working alongside senior executives in shaping decision-making, with hands-on technical experience to extract data from source, perform data transformations (wrangling), and producing clear data analyses outputs.
  • E3: Evidence of using Data Visualization and Business Intelligence software (e.g. PowerBI or similar) to create clear dashboards that simplify key messages for complex organizations, or for complex challenges.
  • E4: Experience performing in a lead capacity in a hands-on analytical/technical data role.
  • E5: Experience of designing data analysis that generates insights able to inform decision-making and influence senior stakeholders to make decisions.
  • E6: Experience working in a cross-departmental role.
  • E7: Experience of building credible relationships that deliver value.
  • E8: Experience of working within a Project/Programme environment.
Terms and Conditions

This post is offered on a full-time (35 hours) and fixed-term basis to 31 July 2027. As part of Team UofG, you will be a member of a world-changing, inclusive community that values ambition, excellence, integrity, and curiosity. As a valued member of our team, you can expect:

  • A warm welcoming and engaging organizational culture, where your talents are developed and nurtured, and success is celebrated and shared.
  • An excellent employment package with generous terms and conditions, including 41 days of leave for full-time staff, pension, benefits, and discount packages.
  • A flexible approach to working.
  • A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University.

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