Services Experience Analyst

This new full-time post is available from 1 August 2024 on a permanent basis.

This role offers the opportunity for hybrid working – some time on campus and some from home.                            

Summary of the role

This is an exciting opportunity to shape and lead the way we provide services to our staff in a new shared services operating model “PS Connect”, created to be leading edge and transform the way Professional Services delivers its core services. PS Connect, sponsored by the University’s Registrar, is the new service to deliver user-focused innovative service to staff, that uses data, Digital and AI solutions alongside highly skilled staff with a strong understanding of user experience and journeys to underpin continual improvement.  

The Service Experience Analyst will have a real impact on the organisation by identifying how users engage with the new service experience platform, and recommendations for ongoing improvements.

They will undertake regular reporting and ad hoc analysis of platform engagement and usage to monitor performance, highlight trends and explore opportunities for service improvement. They will also take responsibility for the evaluation and prioritisation of continuous improvement ideas submitted from across the PS Connect organisation and broader University community, and measure their impact on service efficiency and user satisfaction.

This role will report to the Assistant Director for Service Experience and will work alongside a dedicated team that supports the overall PS Connect service improvement and growth programme.

Please ensure you read the Job Description and Person Specification for full details of this role.

The University of Exeter

We are a member of the prestigious Russell Group of research-intensive universities and in the top 200 universities in the world (Times Higher Education World University Rankings 2024 and QS World University Ranking 2024). We combine world-class teaching with world-class research, achieving a Gold rating in the Teaching Excellence Framework Award 2023, underpinned by Gold ratings for Student Experience and Student Outcomes. 

Our Equality, Diversity and Inclusion Commitment

We are committed to ensuring reasonable adjustments are available for interviews and workplaces.

Whilst all applicants will be judged on merit alone, we particularly welcome applications from groups currently underrepresented within our working community. 

With over 30,000 students and 7,000 staff from 150 different countries we offer a diverse and engaging environment where our diversity is celebrated and valued as a major strength. We are committed to creating an inclusive culture where all members of our community are supported to thrive; where diverse voices are heard through our engagement with evidence-based charter frameworks for gender (Athena SWAN and Project Juno for Physics), race equality (Race Equality Charter Mark), LGBTQ+ inclusion (Stonewall Diversity Champion) and as a Disability Confident employer.

Benefits

We offer some fantastic benefits including:

• 41 days leave per year
• options for flexible working
• numerous discounts at leading retailers
• onsite gyms on all of our campus’ and a cycle to work scheme
• sector leading policies around maternity, adoption and shared parental leave (up to 26 weeks full pay), paternity leave (up to 6 weeks full pay) and a Fertility Treatment Policy
• stunning campus environments in Exeter and Cornwall, in the beautiful South West of England

Further information

Before submitting an application you may wish to discuss the post further by contacting Jill Brittlebank j.b.brittlebank@exeter.ac.uk

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