Student Experience Manager Glasgow, Scotland
University of Glasgow
Full Time
Glasgow, Scotland
38474 - 43155 GBP ANNUAL Today
Job description
Job Purpose
As a member of the School Professional Services Leadership Team, working in partnership with senior colleagues across the School, College and University, develop and implement a student experience strategy and contribute to the development of service excellence within the School’s professional services team.
The Student Experience Team is a new part of our Learning and Teaching Services within the School. A key deliverable of the role will be to develop a service framework for this new team to enhance the experience for our diverse and large student community.
In pursuit of service excellence, lead and contribute on behalf of the School to the University-wide change programme.
The role reports directly to the Head of Professional Services within the School.
Main Duties and Responsibilities
1. Provide leadership and management to ensure successful delivery of student experience elements of the School’s Strategic Plan by development and management of activities to enhance the experience for students during their learner journey and associated improvement in relevant internal and external KPI’s and league table rankings for the School (e.g., NSS, QS rankings).
2. Further develop our student community, and work in partnership with student groups to inform the shape and ongoing development of student experience and enhancement services. Ensure effective implementation and measures of success.
3. Working in partnership with senior professional services leads across the College and University to develop a careers and employability framework for the School, implementing key opportunities for students to acquire transferable skills and experience to enable effective career planning and transition.
4. Develop an external partnership base and leverage School alumni to support the careers development and employability framework for students.
5. Working in partnership with senior professional leads across the College and University to further develop SPS activities relating to outreach, widening participation, student transition into HE and other key activities.
6. Business partner on behalf of the School for managing the Student Wellbeing and Support Service provided from the College and central Student Services function, ensuring the provision effectively meets the needs of students. Working in partnership with key professional service leads to identify and implement opportunities for service improvement.
7. Responsible for ensuring compliance with University Quality Assurance & Enhancement policy and processes, and the provision of improvement insights from internal QA processes. Contribute to ongoing policy developments as learning & teaching models continue to evolve.
8. Responsibility in the provision of relevant analytical insight and trends analysis on the School’s portfolio in relation to student experience and enhancement, providing analytical insight and trend analysis on the School’s student experience and enhancement activities to inform future service development.
9. Proactively network and develop strong collaborative relationships across the College and University more broadly, to share best practice and remove potential barriers to the delivery of service improvements.
10. Senior contributor within the School’s Professional Services team in our ambition to deliver service excellence.
11. Senior professional services lead in the School in contributing to the University’s World Changing Transformation programme and College initiatives to enhance capacity and capability in delivery of strategic objectives.
12. Deputise for the Head of Professional Services for the School as appropriate.
Knowledge, Qualifications, Skills and Experience
Knowledge/Qualifications
Essential
A1 Scottish Credit and Qualification Framework level 9, (Ordinary Degree, Scottish Vocational Qualification level 4), or equivalent and experience of personal development in a similar or related role(s). OR Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and management skills in a similar or number of different roles.
A2 Relevant qualification and/or extensive experience of service design principles, process improvement and/or project/change management methodologies.
A3 Knowledge and understanding of the HE sector and potential challenges.
A4 Extensive knowledge of HE student experience and enhancement themes
Skills
Essential
C1 Excellent organisational leadership and management skills.
C2 Highly effective influencing and interpersonal skills, including negotiation and diplomacy.
C3 Excellent communication and presentational skills.
C4 Excellent customer service, stakeholder management and business partnering skills.
C5 Effective project management skills.
C6 Solution-focused with a strong attention to detail and strong analytical insight.
C7 Ability to develop operational plans to support delivery of strategic objectives.
C8 Resilient and able to maintain momentum in the face of challenges and setback
C9 Ability to develop and implement operational plans to support strategic initiatives.
C10 Excellent ability to empower and motivate others to deliver a high-performance service culture in a participative manner.
Experience
Essential
E1 Proven track record of leading a high-quality service team and function within a complex organisation with extensive knowledge of the HE sector.
E2 Experience in a business partnering role working with senior staff in development of operational plans to support strategic objectives delivery.
E3 Significant experience of developing management information to inform service performance, enhancement, and decision-making.
E4 Experience in the development and delivery of learner/student focussed projects to enhance the learner/student experience
E5 Proven track record in effective project management and process improvement.
Other
The post plays a key role in the management and ongoing development within the wider School Learning and Teaching Services function. The post holder will play a key role in developing continuous improvement across the School, and will also be expected to support and embed new improved ways of working from wider change and improvement projects. You will be supported to do this.
We are committed to delivering the highest possible service levels to our students and colleagues and believe in a partnership approach to working.
The School of Social and Political Sciences is engaged in hybrid working, and our roles have a balance between on campus and working from home dependent on business requirements.
Terms and Conditions
Salary will be Grade 7, £38,474 - £43,155 per annum.
This post is full time (35 hours per week) and open ended.
As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.
As a valued member of our team, you can expect:
1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.
3 A flexible approach to working.
4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.
We believe that we can only reach our full potential through the talents of all. 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. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.
We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.
We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.
