Service Improvement and Performance Lead

• Guide the University towards a future where improvement is part of everyday work
• Influence how thousands of colleagues experience, deliver and improve services
• Bring clarity where there is complexity
• Create shared purpose where there are silos
• Create momentum where change needs unlocking
• Help leadership translate broad ambitions into clear, measurable, user-focused service improvements
• Co-design a service improvement framework for Professional Services
• Build a community of practice
• Bring together cross-functional teams
• Provide guidance, coaching and tools to make services better
• Tell stories with data to enable senior leaders to make informed decisions
• Support teams as they adopt new practices around user experience, continuous improvement, automation, and AI
• Deliver smoother processes, clearer accountability, better user experiences

• Experience working in a large, complex organisation
• Ability to lead improvement through influence, credibility and connection
• Knowledge of tools, methods and frameworks for service improvement
• Data-driven with ability to interpret metrics
• Ability to brief senior leaders with confidence
• Ability to frame problems clearly
• Ability to connect dots across teams, disciplines and priorities
• Curiosity and openness to new ways of working
• Confidence navigating ambiguity
• Coaching mindset
• Commitment to user-centred, people-centred improvement
• Ability to make complexity understandable
• Collaborative spirit rooted in values of inclusion, respect, integrity, compassion and cooperation

Experience from higher education, public sector, industry or consultancy

• Fantastic market leading Pension scheme
• Excellent employee health and wellbeing services including an Employee Assistance Programme
• Exceptional starting annual leave entitlement, plus bank holidays
• Additional paid closure over the Christmas period
• Local and national discounts at a range of major retailers