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    4. Online Classroom Data Support Analyst London 2023
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    Online Classroom Data Support Analyst will provide analytical and administrative support to the WSET Digital Education team by interpreting the learning analytics from WSET's Online Classroom (Canvas). To enhance WSET's Online Classroom in line with the objectives of the Trust.

    WSET’s values are Dynamism, Inclusivity, Empowerment, Inspiration, Trust and Integrity. Protecting the integrity of our offering whilst delivering excellent and friendly customer service is critical to your success.

    All offers and employment are subject to thorough background checks by an independent third party.

    What you'll do

    Monitoring and Reporting

    • Assist with the successful implementation and roll out Online Classroom reporting functionality (Impact).
    • Monitor student and educator interactions with the LMS by using and interpreting the learning analytics.
    • Create comprehensive reports and visualisations (PowerBI) that effectively communicate data findings, trends, and recommendations to stakeholders at various levels of the organisation.
    • Gather and analyse student feedback in a timely manner. Including, but not limited to: customer voice surveys, embedded Canvas surveys and comments. Help facilitate understanding of student satisfaction, engagement, and areas for improvement within the Online Classroom.
    • Stay up-to-date with industry trends, best practices, and emerging technologies in digital education, data analysis, and student feedback analysis, to develop suitable reporting tools. Own the iterative development of WSET's Online Classroom reporting capabilities.
    • Prepare regular reports and dashboards highlighting key performance indicators (KPIs) and metrics related to student engagement, course effectiveness, and platform usage.
    • Work with colleagues in other business areas to help support with data relating to WSET's Online Classroom usage.
    • Support any other operational administration and monitoring as required.

    Measurement and Evaluation

    • Prepare, deliver and manage reports as requested for internal departments and external stakeholders where required.
    • Collaborate with instructional designers, educators, and administrators to identify areas for improvement within the Online Classroom environment based on data analysis and student feedback. Assess educator efficacy and student success via learning analytics.
    • To contribute to the development, planning and provision of digital education services.
    • Conduct statistical analysis and data modelling to provide actionable recommendations and make evidence-based proposals to improve WSET's Digital Education services.
    • Monitor and evaluate the impact of interventions and changes made to the Online Classroom platform, using data and feedback to drive iterative improvements.

    Course Administration

    • Work with the Online Classroom team to ensure courses are created correctly each academic year, as well as ensuring the ongoing administration of these courses.
    • Answer queries via the CRM Case Management System (Microsoft Dynamics).
    • Ensure standard reply times (SLAs) are met for all daily cases as and when required.
    • Monitor any unresolved enquiries and work with relevant team member/WSET staff for final resolution.
    • Arrange the creation and sending of booking confirmations to customers.
    • Assist APPs and other potential customers to advise on available digital services to meet their needs.
    • Assist in the day-to-day management of the Digital Education administration.
    • Assist in the updating of relevant procedures and ensure our procedural folders remain up to date and accurate.

    Skills and Competencies

    Essential

    • Strong experience in interpreting learning analytics and data from Learning Management Systems (LMS), preferably Canvas.
    • Proficient in using Microsoft Dynamics or other CRM Case Management Systems to handle queries and cases.
    • Proficiency in creating comprehensive reports and visualizations using tools like Power BI.
    • Ability to identify trends, key performance indicators (KPIs), and actionable insights from data analysis.
    • Experience of customer service and evidence of high levels of skill in this area.
    • Excellent verbal and written communication skills to effectively convey data findings and recommendations to stakeholders.
    • Proven ability to collaborate cross-departmentally.
    • Knowledge of vocational education and training.
    • Ability to find creative solutions to challenging problems.
    • High standard of written English

    Desirable

    • Bachelor's degree or equivalent in Data Science, Computer Science, Business Analytics, or a related field.
    • Familiarity with digital education trends, best practices, and emerging technologies in the field of online learning.
    • Understanding of instructional design principles and the relationship between student engagement and course effectiveness.
    • Meticulous attention to detail to ensure accuracy in data analysis and reporting.
    • Familiarity with global drinks industry and WSET qualifications
    • Independent thinker, able to reach and demonstrate their own conclusions after listening to the views of multiple and potentially conflicting stakeholders.