Service Experience Manager

About The Role

Service Experience Manager
This full-time post is available from 3rd August 2026 on a 12-month fixed-term basis. The starting salary will be from £43,482 on Grade F depending on knowledge, skills and experience.
 

In line with the University's fair employment for all principles, any further funding opportunities identified will be reviewed and discussed during the contract.

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

A new shared service, PS Connect, was launched in May 2023 and is aligned to the University’s 2030 Strategy ‘To use the power of our education and research to create a sustainable, healthy and socially just future’. 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. This role sits within the Service Experience team within PS Connect and will be instrumental in helping us to continue to transform the way we deliver core professional services at the University of Exeter.

Main purpose of the job:

• Drive continuous improvement of the PS Connect Service Delivery Platform by systematically analysing NPS, qualitative and quantitative end user feedback, and service performance data to design and deliver more effective, efficient, and digitally enabled ways of working across PS Connect teams.
• Translate insights into a prioritised delivery roadmap that maximises the use of Digital, AI, and automation capabilities to improve customer experience, operational efficiency, and measurable business outcomes.

About You
The successful candidate will have experience of leading digital-focused service improvement and optimisation initiatives, including planning, design and implementation of solutions in line with customer experience and service design best practice. Ideally, they will have a strong grasp of the automation, self-service or AI-enabled solutions landscape, together with experience in using customer insights ensure services are responsive and effective.

They will have previous team management experience, ideally in a similar organisational environment.

Please ensure you read the Job Description and Person Specification (available on the university's website, accessed by the 'Apply' button) for full details of this role.

Further Information
Please contact Jill Brittlebank, j.b.brittlebank@exeter.ac.uk.

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