Service Experience Analyst
| Posting date: | 18 July 2025 |
|---|---|
| Salary: | £33,482 per year |
| Hours: | Full time |
| Closing date: | 30 July 2025 |
| Location: | Exeter, Devon |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | University of Exeter |
| Job type: | Contract |
| Job reference: | R93325 |
Summary
PS Connect (Service Experience)
This new full-time post is available immediately on a fixed term basis until 31st July 2026.
This role offers the opportunity for hybrid working – some time on campus and some from home.
Summary of the role
We’re looking for a proactive and analytical business insight analyst to help us turn data into actionable insights. In this role, you'll build reporting dashboards, analyse data from various sources, and identify opportunities to improve business performance and service experience through process automation. You’ll work closely with teams across the University to support better decision-making and drive continuous improvement.
This exciting opportunity is part of our shared services operating model “PS Connect”, recently created to be leading edge and transform the way Professional Services delivers its core services.
The Service Experience Analyst will have a real impact on the organisation by identifying how users engage with our digital services and our teams and providing recommendations for ongoing improvements.
This role will report to the PS Connect Helpdesk Manager and will work alongside a dedicated team that supports our overall service improvement and growth programme.
Please ensure you read the Job Description and Person Specification for full details of this role.
About PS Connect:
A shared service, PS Connect, was launched in May 2023, bringing together teams from across HR, Finance, IT and Strategic Procurement as well as a newly formed Service Experience team. We ensure we make the best use of resources, systems, skills and expertise.
PS Connect is transforming the delivery of professional services to deliver services which are user-focused and innovative. We are committed to continuously improving our strategic and operational effectiveness, efficiency and improve service experience across the organisation.
We are doing this by maximising our use of digital solutions and data, alongside highly skilled staff with a strong understanding of user experience and journeys. By acting this way, we deliver our purpose: Achieving outstanding customer satisfaction, in every interaction we make.
This an exciting time to join us to help us to continue to transform the way we deliver core professional services at the University of Exeter.
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 world-leading research impact has grown more than any other Russell Group university in recent years, and we are home to some of the world’s most influential researchers, seeking to answer some of the most fundamental issues facing humankind today. More than 99 percent of our research is of international quality and 47 percent is world-leading (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 Futuresand how we are transforming educationfor 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
We are proud signatories of the Armed Forces Covenantand welcome applications from service people.
Our Equality, Diversity and Inclusion Commitment
We are committed to ensuring reasonable adjustmentsare 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 six weeks full pay) and a Fertility Treatment Policy
stunning campus environments in Exeter and Cornwall, in the beautiful South West of England
Further information
For any informal queries, please contact Jill Brittlebank, j.b.brittlebank@exeter.ac.uk
This new full-time post is available immediately on a fixed term basis until 31st July 2026.
This role offers the opportunity for hybrid working – some time on campus and some from home.
Summary of the role
We’re looking for a proactive and analytical business insight analyst to help us turn data into actionable insights. In this role, you'll build reporting dashboards, analyse data from various sources, and identify opportunities to improve business performance and service experience through process automation. You’ll work closely with teams across the University to support better decision-making and drive continuous improvement.
This exciting opportunity is part of our shared services operating model “PS Connect”, recently created to be leading edge and transform the way Professional Services delivers its core services.
The Service Experience Analyst will have a real impact on the organisation by identifying how users engage with our digital services and our teams and providing recommendations for ongoing improvements.
This role will report to the PS Connect Helpdesk Manager and will work alongside a dedicated team that supports our overall service improvement and growth programme.
Please ensure you read the Job Description and Person Specification for full details of this role.
About PS Connect:
A shared service, PS Connect, was launched in May 2023, bringing together teams from across HR, Finance, IT and Strategic Procurement as well as a newly formed Service Experience team. We ensure we make the best use of resources, systems, skills and expertise.
PS Connect is transforming the delivery of professional services to deliver services which are user-focused and innovative. We are committed to continuously improving our strategic and operational effectiveness, efficiency and improve service experience across the organisation.
We are doing this by maximising our use of digital solutions and data, alongside highly skilled staff with a strong understanding of user experience and journeys. By acting this way, we deliver our purpose: Achieving outstanding customer satisfaction, in every interaction we make.
This an exciting time to join us to help us to continue to transform the way we deliver core professional services at the University of Exeter.
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 world-leading research impact has grown more than any other Russell Group university in recent years, and we are home to some of the world’s most influential researchers, seeking to answer some of the most fundamental issues facing humankind today. More than 99 percent of our research is of international quality and 47 percent is world-leading (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 Futuresand how we are transforming educationfor 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
We are proud signatories of the Armed Forces Covenantand welcome applications from service people.
Our Equality, Diversity and Inclusion Commitment
We are committed to ensuring reasonable adjustmentsare 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 six weeks full pay) and a Fertility Treatment Policy
stunning campus environments in Exeter and Cornwall, in the beautiful South West of England
Further information
For any informal queries, please contact Jill Brittlebank, j.b.brittlebank@exeter.ac.uk
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.