Job Purpose
The Service Excellence Analytics Lead is a critical component of the Service Excellence Programme and will lead the analysis and insight to drive improvements in our service provision across University Services. Providing professional, specialised and technical expertise on all aspects of Service Performance data whilst leading advice and guidance to a range of senior University stakeholders. Delivery focus is essential, and the role will require generating ideas, finding solutions and establishing a new Service Excellence data platform that will be used to create University wide impact.
Responsibilities
1. Lead the creation and execution of a data-led strategy to generate actionable insights that drives the Service Excellence Programme, ensuring the programme meets its ambitious goals and targets.
2. Lead the strategic design and development of data solutions for the Service Excellence Programme. This includes setting baselines, tracking key programme goals, and delivering high-impact analyses and insight that directly inform decision-making with senior University leaders.
3. Lead the design and implementation of a comprehensive data model for University Services to support Service Excellence that proactively sources and integrates data from various sources. Engage with senior stakeholders to ensure the data solution effectively supports service improvement initiatives and service assessment insights.
4. Lead the design and implementation of 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 the insights created to lead options appraisals to help shape Services across the University, aligned to the programme outcomes. Work independently and alongside colleagues to proactively find solutions, share information and progress.
6. Responsible for integrating data sources to create credible and compelling insight with engaging data stories to drive service improvement prioritisation and improvement. Responsible for delivering Service Performance improvement across various delivery areas – including Service Model Design, Comparative Analysis and Dashboard delivery, using specialist technical and analytical skills.
7. Effective partnership and collaboration with senior service leaders, service delivery teams, and end-users to ensure data analyses are tailored to diverse audiences. Lead the insight and opportunity analysis for the Service Excellence Programme, represented in strategic meetings, workshops, and stakeholder engagements across the university.
8. Collaborate across the Planning Insight & Analytics (PIA) function to leverage existing data assets and utilise cutting‑edge technologies for advanced data analysis. Collaborate with central and Service Delivery teams to identify and promote best practices across the organisation.
9. Utilising data to build the prioritisation roadmap for Services and the Service Excellence programme leadership, defining relevant performance indicators, increase student engagement and improve visibility of cost and efficiency.
10. Define effective service delivery in a data sense to highlight areas of high and lower performance. Work independently and alongside colleagues to proactively find solutions, share information and progress.
11. Establish and maintain an up‑to‑date knowledge of the University’s Service Areas and how these are configured.
12. Identify the formulation of any Service Delivery policy changes needed to improve quality and effectiveness of service provision, wherever needed.
Knowledge & Qualifications
* Essential: 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. Or: Scottish Credit and Qualification Framework level 9,10 or 11 (Ordinary / Honours Degree, Post Graduate Qualification), or equivalent, including being professionally qualified in relevant discipline, with a broad range of professional experience in a management role(s).
* Essential: A2 – Authoritative knowledge of data and analytical techniques in practice within Operational environments used to shape future operational models.
* Essential: 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.
* Essential: A4 – Working responsibly with personal data, financial data and other potentially sensitive data sources.
* Desirable: B1 – Knowledge of Data Warehouse environments.
* Desirable: B2 – Knowledge of Process Improvement methodologies that use data.
Skills
* Essential: C1 – Demonstrate ownership and capability to connect data to the message, highlighting its effective use in emphasising key Service Excellence Programme objectives.
* Essential: C2 – Drive, enthusiasm and a high degree of personal effectiveness, including accuracy and attention to detail across the Service Excellence programme.
* Essential: 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.
* Essential: C4 – Highly developed data analysis skills, including data preparation, visualisation and storytelling using software such as Power BI.
* Essential: C5 – Proven track record and ability to source, analyse and represent different data types that support Service Excellence objectives to improve delivery and end‑user experience.
* Essential: C6 – Excellent interpersonal, organisational and communication skills that influence all levels of stakeholders across the institution.
* Essential: C7 – Ability and commitment to work calmly under pressure in a busy environment and achieve high quality work standards.
* Essential: C8 – Able to influence senior stakeholders, building credible relationships that influence the shape of organisations and the prioritisation of resources.
* Essential: C9 – Ability to work to timescales with competing demands and shape delivery models to ensure deadlines are met across the programme team.
* Essential: C10 – Tenacity and resilience to work around issues, challenges and problems and keep focused on the goal.
* Essential: C11 – Presentation skills and ability to adapt delivery to suit audience needs.
* Desirable: D1 – Developing the data models used within Power BI semantic layer to ensure consistency in how datasets are integrated.
* Desirable: D2 – Creating and using DAX code within the Power BI environment to perform data manipulations and other operations.
Experience
* Essential: E1 – Experience of using data to deliver improvements in service effectiveness, end‑user experience and / or process efficiency.
* Essential: 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.
* Essential: E3 – Evidence of using Data Visualisation and Business Intelligence software (e.g. Power BI or similar) to create clear dashboards that simplify key messages for complex organisations, or for complex challenges.
* Essential: E4 – Experience performing in a lead capacity in a hands‑on analytical / technical data role.
* Essential: E5 – Experience of designing data analysis that generate insights able to inform decision making and influence senior stakeholders to make decisions.
* Essential: E6 – Experience working in a cross‑departmental role.
* Essential: E7 – Experience of building credible relationships that deliver value.
* Essential: E8 – Experience of working within a Project / Programme environment.
* Desirable: F1 – Experience working in Service Design, Service Operations, Operational Architecture or Service Delivery Management.
* Desirable: F2 – Experience of using Power BI to an advanced level, including data model development.
* Desirable: F3 – Experience of using data languages such as R, Python and SQL to answer key business problems.
* Desirable: F4 – Experience of working in the University and HE Sector.
* Desirable: F5 – Experience of working with and influencing senior management.
* Desirable: F6 – Experience of writing briefs and presenting on strategically significant issues for stakeholders.
Salary & Benefits
Salary: Grade 8, £48,350 - £56,021 per annum.
Employment: Full‑time (35 hours), fixed‑term until 31 July 2027.
* Warm welcoming and engaging organisational culture, where talents are developed and nurtured, and success is celebrated and shared.
* Excellent employment package including 41 days of leave for full‑time staff, pension, benefits and discount packages.
* Flexible approach to working.
* Support for health and wellbeing, including a free 6‑month UofG Sport membership for all new staff joining the University.
Equality and Diversity
Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under‑represented within the University. We endorse the principles of Athena Swan and hold bronze, silver and gold awards across the University.
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