Service/Customer Experience Lead

University Corporate Services

Shared Service Centre

This new part-time or full-time post (0.7 - 1 FTE) is available on a fixed-term basis from 30 March 2023 until 31 July 2024.

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

We welcome applications from candidates interested in working part-time hours, or remote working. This role could also be worked as a secondment opportunity for a current staff member.

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 Service Centre being created to transform the way Professional Services delivers core service. The SSC Programme, sponsored by the University’s Registrar, will create a new Shared Service Centre delivering user-focused innovative service to staff, that uses data and new technology alongside highly skilled staff with a strong understanding of user experience and journeys to underpin continual improvement.

The Customer Experience Lead will help our academic and professional services users of the SSC to complete the activities and processes they need, simply and efficiently so that they can carry on with their day and focus on their core roles. The postholder will understand our customers, their needs and experiences and identify pain points. They will create the customer experience strategy and plan, know our customers, and be responsible for the end-to-end service delivery journey. They will bring to this role a tried and tested toolkit of initiatives that bring new thinking to deliver measurable improvements to the customer experience across the new SSC.

The Customer Experience Lead will be part of the senior SSC Programme Team and will work closely with the Programme Manager and other professionals including Change Management, Organisation Design and Development, Business Process Automation, Project Managers and Service Managers. They will directly support the new Shared Services Director to create a new service that benefits the customer from the outset.

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 150 universities in the world (Times Higher Education World University Rankings 2022 and QS World University Ranking 2022).

Our research income in recent years means we’re the fastest growing UK Research University with some of the world’s most influential scientists, and we seek to answer some of the most fundamental issues facing humankind today through this. More than 99% of our research is of international quality and our world-leading research impact is growing faster than any other Russell Group university (2021 Research Excellence Framework). We encourage proactive engagement with industry, business and community partners to enhance the impact of research and education and improve the employability of our students. Read about our world leading research – Green Futures and how we are transforming education for a changing world. We are located in a beautiful part of the country and Exeter (a fast growing tech hub) is one of only a few UK cities to have been designated as a UNESCO Creative City.

Our Equality, Diversity and Inclusion Commitment

With over 27,000 students and 6,400 staff from 180 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), race equality (Race Equality Charter Mark), LGBTQ+ inclusion (Stonewall Diversity Champion) and as a Disability Confident employer. Whilst all applicants will be judged on merit alone, we particularly welcome applications from groups currently underrepresented within our working community. Reasonable adjustments are available for interviews and workplaces.

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 six weeks full pay) and a new Fertility Treatment Policy
• stunning campus environments in Exeter and Cornwall, in the beautiful South West of England

Further information

Please contact Kitty Mann, k.mann@exeter.ac.uk

To see all current vacancies related to the Shared Service Centre Programme, click here.

Do you like what you see but the way we have created the roles is not quite right for you? We are open to considering variations in these roles so get in touch.