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Service Excellence Analytics Lead

1 month ago

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

Job Purpose

The Service Excellence Analytics Lead will play a critical role in driving improvements in service provision across University Services. This position requires a professional with specialized expertise in data analysis and insight generation 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 visualisation outputs that prioritise and inform decision-making relative to our services' shape, effectiveness, and future state.
  5. Utilise insights to lead options appraisals to help shape Services across the University, aligned to the programme outcomes.
  6. Responsible for integrating data sources to create credible and compelling insight with engaging data stories to drive service improvement prioritisation and improvement.
  7. Effective partnership and collaboration with senior service leaders, service delivery teams, and end-users to ensure data analyses are tailored to diverse audiences.
  8. Collaborate across the Planning Insight & Analytics (PIA) function to leverage existing data assets and utilise cutting-edge technologies for advanced data analysis.
  9. Define effective service delivery in a data sense to highlight areas of high and lower performance.
  10. Establish and maintain an up-to-date knowledge of the University's Service Areas and how these are configured.