About

• The University
• At Durham University we are proud of our people. A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting – Durham is a university like no other. We believe that inspiring our people to do outstanding things at Durham enables Durham people to do outstanding things professionally and personally.
• Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally.
• We would be thrilled if you would consider joining our thriving University. Further information about the University can be found here.
• Find out more about the benefits of working at the University and what it is like to live and work in the Durham area on our Why Join Us? - Information Page.
• The Role and Department
• The Student Journey Futures (SJF) Programme, jointly led by Computing and Information Services (CIS) and Student and Academic Services Directorate (SASD), is delivering a multi-million pound programme of change.
• This role will be a 2-year fixed term role on one of the universities key strategic projects. This role will
• report into the SJF Programme Director but will work in a matrix management structure with close links into our Strategy Delivery Unit for alignment to our Change and Project Delivery approaches. The Strategy Delivery Unit is focussed on changing the way Durham University thinks about and delivers change, primarily focusing on the co-ordination and professional delivery of the University strategy.
• We are looking for a highly motivated continuous improvement specialist, with outstanding interpersonal skills and a focus on successful implementation. The post holder will be expected to take responsibility for the provision of continuous improvement expertise within the SJF Programme.

Post holders’ activity will include

• · diagnosis of stakeholders needs,
• · providing guidance / promoting best practice approach to process design/improvement,
• · influencing stakeholders to get buy-in,
• · agreeing a tailored approach to the project,
• · application of process improvement tools in collaboration with change teams and overall support to improvement activity.
• The post holder can expect to directly lead (workshop facilitation, data gathering & analysis, mapping, etc.), build capability (training, demonstration, etc.) and support stakeholders to apply through coaching.
• You will need to develop quickly an in-depth knowledge and understanding of the University’s structure and processes. You should be able to work collaboratively with members of staff at all levels throughout the University, providing support as well as pro-actively engaging with individuals and groups.
• Further information about the role and the responsibilities is at the bottom of this job description.
• Working at Durham

A competitive salary is only one part of the many fantastic benefits you will receive if you join the University

• • You’ll receive 30 days annual leave per year in addition to 8 public holidays and 4 customary days per year – a total of 42 days per year. The University closes between Christmas and New Year.
• • We offer a generous pension scheme, and as a new member of staff you will be automatically enrolled into the University Superannuation Scheme (USS).
• • No matter how you travel to work, we have you covered. We have ample parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies. You can also take advantage of our cost-effective and environmentally friendly Tusker Car Benefit Scheme, allowing you to lease a brand-new electric or hybrid vehicle with savings on tax and National Insurance.
• • We have a genuine commitment to developing our colleagues professionally and personally. There is a comprehensive range of development courses, apprenticeships and access to qualifications and routes to develop your career in the University. All staff have dedicated annual time to concentrate on their personal development opportunities.
• • We provide wide-ranging health and wellbeing support including discounted membership for our state-of-the-art sport and gym facilities and access to a 24-7 Employee Assistance Programme.
• • Our on-site nursery is rated Outstanding by Ofsted, and you can access holiday camps for children aged 5-16.
• • Our family-friendly policies, including maternity and adoption leave, are among the most generous in the higher education sector (and likely above and beyond many employers).
• • We offer all staff the opportunity to take part in volunteering activities to make a difference in the local community.
• • You can access exclusive discounts via our benefits portal including money off at supermarkets, high street retailers, IT products such as Apple, eating out and days out at various attractions.
• • Various salary sacrifice schemes are also available to help you take advantage of tax savings on benefits.
• • If you are moving to Durham, you may be eligible for help with removal costs, and we have a dedicated team who can help you with the practicalities such as house hunting and schools. If you need a visa, we cover most visa costs and offer an interest-free loan scheme to pay for dependant visas.
• Discover more about our total rewards and benefits package here.
• Durham University is committed to equality, diversity and inclusion

• Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work. As a University equality, diversity, and inclusion (EDI) are a key part of the University’s Strategy and a central part of everything we do. We also live by our values and our Staff Code of Conduct. At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive. It’s important to us that all of our colleagues are aligned to both our values and commitment to EDI.
• We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities. If you have taken time out of your career, and you feel it relevant, let us know about it in your application. If you are a candidate with a disability, we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, reasonable adjustments will be made to support people within their role.

• What you need to demonstrate when you apply/Person Specification

• When you apply it is important that you let us know what skills/experience you have from a similar role and/or what skills/experience you have which would make you right for this role. Further information about the role and responsibilities is at the end of this job description. Where a criteria has an asterisk* next to it, it may be given additional weighting when your application is considered.

Your application should cover the following criteria

• Essential Criteria
• 1. Excellent oral and written communication skills and the ability to develop effective working relationships, both internally and externally.
• 2. Excellent digital competence with demonstrable skills in using core digital tools including internet, email, digital communication tools, Microsoft 365 applications.
• 3. Educated to degree level (or equivalent professional experience).
• 4. Professional practitioner with demonstratable specialist knowledge and expertise used to influence and deliver complex process and service improvement activity, including diagnosis and analysis of service delivery and design and facilitation of workshops.
• 5. Experience of business analysis and process design, including proposing and implementing changes to policy process and procedures for a service area.
• 6. Experience of identifying and analysing data to diagnose and identify service delivery issues and opportunities and to support process improvement activities.
• 7. Proven track record of delivering projects on time, to budget and to agreed scope.
• 8. Experience of providing specialist CI advice, guidance and delivery of capability building to a range of customers and colleagues, including more senior colleagues.
• 9. Ability to contribute to planning at operational and strategic levels.
• 10. Experience of being able to network effectively and develop strong and productive working relationships, to influence perceptions of Continuous Improvement, the Strategy Delivery Unit and the wider University.
• 11. Knowledge and experience of ensuring compliance with regulatory and organisational policy and guidelines.
• Desirable
• 1. Continuing professional development required to maintain professional recognition (such as a formal Process Improvement qualification).
• How to apply
• To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above. It will be at the discretion of the recruiting panel as to whether they will also consider any desirable criteria, but we would urge candidates to provide evidence for all criteria.
• While some criteria will be considered at the shortlisting stage, other criteria may be considered later in the assessment process, such as questions at interview.
• Submitting your application
• We prefer to receive applications online. We will update you about your application at various points throughout the selection process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to make sure you have not missed any of our updates.
• What you need to submit
• · A CV: and
• · A supporting statement which outlines how you meet all of the criteria within the Personal Specification section above.

• Typical Role Requirements
• Service Delivery/Development
• · To lead, develop and execute service and process design strategies to deliver more effective and efficient outcomes.
• · Identify opportunities for efficiency and improved customer/stakeholder experience within and existing process. Identify root causes, and design solutions that reduce waste and improve the effectiveness for end users.
• · Use specialist methodologies to analyse failure, burden and inefficiency within end-to-end services and identify root cause for that failure.
• · Identify and design new service standards and guidance for colleagues in order to support this work.
• · Provide necessary support and toolkits to engage service areas and functions on the design and delivery of better designed services and processes.
• · Design (aligned to SDU approaches), delivery, organisation and execution of process improvement reviews.
• · Expert facilitation of process mapping activities to identify opportunities for improvement.
• · Identify multiple sources of data to support process improvement activity, undertaking analysis and presentation of complex data sets and making recommendations for improvement.
• · Show a commitment to equality, diversity and inclusion, and the University’s values.
• · Develop and promote an in-depth understanding of university policy and external developments relevant to your role.
• · Ensure that policy and regulatory standards are met by activities, processes and transactions that are carried out in services you are responsible for.
• · Use your professional knowledge and experience as a discipline practitioner to resolve problems, shape processes and activities, develop systems and provide subject matter expertise and advice.
• · Provide specialist advice on the analysis and interpretation of complex data and information relevant to your area.
• · Responsible for operational activity across different areas.
• · Look for ways to continually improve services and take a lead role in the development and implementation of assigned policies, processes and standards.
• · Instigate and manage business process reviews to improve the service in your area.
• · Meet the professional development needs of your stakeholders, providing training when required.
• · Ensure data (commercially sensitive and/or personal) is appropriately stored and managed.
• · Manage quality and regulatory audits of systems and procedures.
• · Support the welfare, wellbeing and employment of your staff by providing professional guidance.
• Planning and Organisation
• · Contribute to operational leadership teams to influence the type and level of services that are provided by your area
• · Contribute to the development of operational and strategic-level plans relevant to your area.
• · Scope, plan and implement large-scale/University-wide initiatives.
• · Oversee projects to deliver agreed objectives while solving any problems which are encountered.
• · Provide oversight for short term/temporary project teams.
• · Analyse data about the service levels provided by your area and make recommendations for improvement in reports to senior managers and committees.
• · Allocate and monitor designated budgets, expenditure and resources
• · Collect and analyse stakeholder feedback to help define needs and requirements and the design and planning of services.
• Communication/Liaison
• · Use your professional knowledge to identify and recommend priorities for long-term business plans.
• · Provide professional guidance and advice when managing complaints, referrals and specialist services.
• · Design creative and innovative communications to promote and increase engagement relating to your service.
• · Influence University policy and standards by leading operational business meetings, working groups and sub-committees.
• · Design and deliver training to your stakeholders to support their development and information needs.
• · Create strong working relationships, including internal and external networks, using your networks to increase your knowledge and skills, swap information with peers and positively influence the University’s reputation.
• · Represent the service and University at promotional events.
• · Identify opportunities to develop and increase participation in special interest groups.
• · Any other reasonable duties.
• Useful links
• If you would like further information you may find the following will help
• About us - Durham University
• SECONDMENT
• The post is full time, fixed term for a 2 year period and may be offered on an internal secondment basis subject to the agreement of the current line manager.
• Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement https://www.dur.ac.uk/ig/dp/privacy/pnjobapplicants/ which provides information on the collation, storing and use of data.
• When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.