Unleash your leadership potential and develop sustainable business transformation through a human led, tech enabled and data driven approach.
A degree programme that specialises in leading operations equipping students with the skills and knowledge required in a rapidly changing business landscape. The programme emphasises the importance of designing operational processes with a human-centred approach, leveraging technology to drive efficiencies and using data to make informed decisions. Leading Customer Operations is a project and inquiry based programme that will enable you to develop an understanding of the principles and practices of management and leadership within the professional and shared services environment.
The underlying principle of the programme is to ensure a high quality academic curriculum and to future-proof and support the emerging future of work requirements.
We know that choosing to study at university is a big decision, and you may not always be able to find the information you need online.
Please contact Ulster University with any queries or questions you might have about:
For any queries regarding getting help with your application, please select Admissions in the drop down below.
For queries related to course content, including modules and placements, please select Course specific information.
We look forward to hearing from you.
In this section
• Expertise from three key focus areas: human centred design, digital transformation and business insights
• A variety of topics including Customer Experience, Project Management, Personal Development, Leadership, Strategic Marketing, Finance, Digital Business and Technology
• How to effectively solve problems, lead people and leverage digital technologies
The programme is delivered over an academic year part-time, through; lectures, seminars, workshops, lab time and independent study. This will vary per organisation and may be weekly day release or alternatively a hybrid model of face to face lectures, learning pathways, live online sessions and drop in clinics.
• You will study alongside your current role and be released for the necessary teaching at Ulster University.
• The main learning and teaching methods used on this programme are; lectures (including guest speakers), seminars, independent learning and research as well practical work-based projects.
• Assessment methods include professional reports, business simulation tasks and presentations.
We aim for an excellent student learning experience through inclusive, relevant modules and curricula. Excellence in learning at Ulster University will provide all students, whatever their background, with a high-quality, challenging and rewarding experience that fosters students’ ability to:
• demonstrate critical enquiry
• advance their career
• be confident in their entrepreneurial endeavour
• be resilient and responsive to change
• exhibit professionalism
• become global citizens that meaningfully contribute to professional communities and wider society
Assessment is designed to assess your achievement of the module’s stated learning outcomes. The precise assessment will depend on the module and may be subject to change from year to year for quality or enhancement reasons. You will be consulted about any significant changes. You can expect to receive timely feedback on all coursework assessment.
The University employs over 1,000 suitably qualified and experienced academic staff - 59% have PhDs in their subject field and many have professional body recognition.
Courses are taught by staff who are Professors (25%), Readers, Senior Lecturers (20%) or Lecturers (55%).
We require most academic staff to be qualified to teach in higher education: 82% hold either Postgraduate Certificates in Higher Education Practice or higher. Most academic staff (81%) are accredited fellows of the Higher Education Academy (HEA) by Advanced HE - the university sector professional body for teaching and learning. Many academic and technical staff hold other professional body designations related to their subject or scholarly practice.
The profiles of many academic staff can be found on the University’s departmental websites and give a detailed insight into the range of staffing and expertise. The precise staffing for a course will depend on the department(s) involved and the availability and management of staff. This is subject to change annually and is confirmed in the timetable issued at the start of the course.
The University employs over 1,000 suitably qualified and experienced academic staff - 59% have PhDs in their subject field and many have professional body recognition.
Courses are taught by staff who are Professors (25%), Readers, Senior Lecturers (20%) or Lecturers (55%).
We require most academic staff to be qualified to teach in higher education: 82% hold either Postgraduate Certificates in Higher Education Practice or higher. Most academic staff (81%) are accredited fellows of the Higher Education Academy (HEA) by Advanced HE - the university sector professional body for teaching and learning. Many academic and technical staff hold other professional body designations related to their subject or scholarly practice.
The profiles of many academic staff can be found on the University’s departmental websites and give a detailed insight into the range of staffing and expertise. The precise staffing for a course will depend on the department(s) involved and the availability and management of staff. This is subject to change annually and is confirmed in the timetable issued at the start of the course.
Occasionally, teaching may be supplemented by suitably qualified part-time staff (usually qualified researchers) and specialist guest lecturers. In these cases, all staff are inducted, mostly through our staff development programme ‘First Steps to Teaching’. In some cases, usually for provision in one of our out-centres, Recognised University Teachers are involved, supported by the University in suitable professional development for teaching.
Figures correct for academic year 2021-2022.
High quality apartment living in Belfast city centre adjacent to the university campus.
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At Student Wellbeing we provide many services to help students through their time at Ulster University.
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The Belfast campus is situated in the artistic and cultural centre of the city, the Cathedral Quarter.
Here is a guide to the subjects studied on this course.
Courses are continually reviewed to take advantage of new teaching approaches and developments in research, industry and the professions. Please be aware that modules may change for your year of entry. The exact modules available and their order may vary depending on course updates, staff availability, timetabling and student demand. Please contact the course team for the most up to date module list.
In this section
Year: 1
Status: C
The aim of this module is to provide an understanding of the core elements of Project Management. It focuses on developing the practical and evaluative skills required to undertake inquiry-based learning while utilising project management tools. Subjects covered include the stages of project management and planning, report writing and presentation skills.
Year: 1
Status: C
The aim of this module is to provide the skills and capabilities required to undertake effective self-management and to understand team and organisational development and success. It focuses on developing personal and interpersonal skills and recognising team dynamics. Subjects covered include achieving objectives through self-management, team working, effective communication skills, assertiveness, problem solving and emotional intelligence.
Year: 1
Status: C
This aim of this module is to provide the skills and capabilities required to understand the external and internal sustainable business environment and how these affect the principles and practices of operational management. It focuses on developing the practical and evaluative skills required to identify a variety of concepts, methods and theories within education for sustainable development (ESD).
Year: 1
Status: C
The aim of this module is to understand and apply the principles and practices of effective customer and stakeholder relationship management. It considers the client relationship management process, including dealing with customer complaints. The module aims to develop the knowledge and skills required to identify, analyse and manage stakeholders.
Year: 1
Status: C
The aim of this module is to provide an understanding of the evolving range of technology available within the business sector and how it is used to engage with customers. It focuses on developing an understanding of the role of technology, how individual systems and hardware interact with each other and the balance between cost and efficiency. Subjects covered include understanding the true value of technology, an introduction to concepts of business case creation and 'return on investment' from new digital business initiatives.
Status: O
Year: 1
This module is optional
The aim of this module is to provide an understanding of the key principles of CX and how customers interact with a brand across a variety of channels, delivering brand promise and increasing customer satisfaction and loyalty. It focuses on developing the practical skills required to deliver a responsive and superior CX, the interpretation of customer insight and the analysis of data to determine and drive measurable outcomes.
Status: O
Year: 1
This module is optional
To provide students with an overview of the financial system. It seeks to develop students' understanding of financial markets, institutions and the environment within which they operate.
Year: 2
Status: C
The aim of this module is to provide the knowledge and skills to understand the application of data in organisations, and to start the process of building capability in designing, structuring, and analysing data. It focuses on developing understanding in the impact of accurate forecasting to enhance operational efficiency, improve customer experiences, and develop an awareness of sophisticated uses of big data and analytics to propel advances that can create sustainable changes.
Year: 2
Status: C
Research is imperative for organisational development and informed business decision making. The aim of this module is to facilitate an understanding of the main concepts and principles of research in a business and organisational context. The module develops the student's understanding of how to source, interpret and analyse business information and data. It considers how the information is reported and utilised for the purposes of business or organisational development.
Year: 2
Status: C
This aim of this module is to provide the skills and capabilities required to demonstrate an awareness of effective operational management in implementing sustainable change and delivering sustainable outcomes. It will focus on developing practical skills to implement various concepts, methods and theories within operational and marketing management.
Year: 2
Status: C
The aim of this module is to provide the knowledge and skills required to effectively manage employees in an increasingly mobile workforce, empower and develop employee self-awareness while analysing organisational performance. It focuses on evaluating employee needs and developing practical, empowering and motivational managerial and leadership skills to improve performance.
Year: 2
Status: C
Intrapreneurship and innovation are critical competencies for organisations seeking to improve and sustain their business in a highly competitive environment. This module develops students as leaders of change and prepares them for subsequent leadership and business project modules.
Status: O
Year: 2
This module is optional
The aim of this module is to provide the knowledge and skills required to provide an effective CX to proactively respond to the changing demands in consumer expectations. It focuses on developing practical and evaluative methods required to promote professional and organisational performance that results in measurable CX outcomes.
Year: 3
Status: C
The aim of this module is to provide the skills and capabilities required to undertake and analyse marketing research and associated research methods in enabling marketers to generate cohesive information. It focuses on developing and identifying the components and requirements of successfully conducting marketing research, giving managers the right information in the right form to make informed marketing decisions. Subjects covered include: marketing research; the marketing environment; consumer behaviour; branding; marketing planning, and marketing communication.
Year: 3
Status: C
The aim of the module is to provide the skills and capabilities to critically evaluate the role of leadership in today's changing and challenging business environment. It focuses on developing the practical and evaluative skills required for specific leadership styles, traits and characteristics needed to perform effectively within an organisation. Subjects covered include assessing leadership styles, considering the impact of emotional intelligence and leading authentically for effective team working and organisational effectiveness.
Year: 3
Status: C
The aim of this module is to provide a critical understanding of the key financial concepts required in a management role. It focuses on developing an understanding of interpreting financial business concepts, statements. The module will provide a critical understanding of the cost management process and managing working capital. Subjects covered include approaches to procurement, contracting and legal requirements.
Year: 3
Status: C
This aim of this module is to provide the skills and capabilities required to reflect and critically analyse programme and work-based learning in order to plan and execute Continuous Professional Development by considering the main areas of personal effectiveness, interpersonal excellence and business performance. It focuses on developing the practical, evaluative and analytical skills required to influence and develop the necessary personal and professional traits to thrive and survive in a VUCA world environment.
Status: O
Year: 3
This module is optional
This module will serve as an integrating mechanism for all other modules on the degree programme, as well as developing powers of analysis and evaluation and project management skills. Through this module, students will also develop knowledge and skills in research methods and techniques in preparation for completion of their applied business management project which will add real value to their host organisation.
Status: O
Year: 3
This module is optional
The aim of this module is to provide the knowledge and skills regarding the principles and practices of entrepreneurship and to be able to implement within an organisation. It focuses on understanding and classifying a variety of concepts, methods and theories and develops strategy and performance that achieves measurable benefits.
Status: O
Year: 3
This module is optional
The dissertation module is an opportunity for students to carry out an independent - though supervised - applied research project. The work will usually apply subject knowledge from one specialist subject area, and so will be an opportunity for students to demonstrate comprehensive and thorough understanding of that subject area. The supervisor is typically a scholar in the chosen subject discipline. Normally dissertations are "applied" and use primary data, but "desk based" projects are possible with the prior agreement of the supervisor.
Status: O
Year: 3
This module is optional
This module provides an understanding of the regulatory compliance issues critical to a role in financial services in the 21st Century.
Status: O
Year: 4
This module is optional
This module provides an overview of financial crime with an international focus and an emphasis on the practitioner response to financial crime. It has a focus on providing the foundation to Know Your Customer (KYC) and Customer Due Diligence (CDD) in this context.
We recognise a range of qualifications for admission to our courses. In addition to the specific entry conditions for this course you must also meet the University’s General Entrance Requirements.
In this section
The A Level requirement for this course is 2 A levels Grade A-E
GCSE Profile to include 3 Grade A-C
English language requirements for international applicants
The minimum requirement for this course is Academic IELTS 6.0 with no band score less than 5.5. Trinity ISE: Pass at level III also meets this requirement for Tier 4 visa purposes.
Ulster recognises a number of other English language tests and comparable IELTS equivalent scores.
Entry requirements for the course will depend on what company you are doing the Higher Level Apprenticeship with.
To be eligible you must:
• Have been newly employed by your company within 6 months or started a new role within your company in the last 6 months.
• Be ordinarily resident in Northern Ireland for at least three years.
The General Entrance Requirements below identify the minimum qualifications needed for application to a course at Ulster University.
1. Provide evidence of competence in written and spoken English (GCSE English Language grades A-C/ 4-9 or equivalent); and
2. Provide evidence of passes in five subjects, two of which must be at A level (grades A-E) and three at GCSE level* (grades A-C/4-9);
3. Provide evidence of passes in four subjects, three of which must be at A level (grades A-E) and one at GCSE level* (grades A- C/4-9); or
4. Provide evidence of an approved qualification at an equivalent level such as a BTEC Level 3 Extended Diploma or Access to Higher Education qualification or equivalent**; or
5. Provide evidence, for a process of formal accreditation by the University, of learning you have gained through work or other experience.
* GCSE English Language (grades A-C/4-9) may be used as part of the GCSE requirement
If you don’t have the necessary qualifications but can show you have the relevant experience or other certified learning, then Ulster University may give credit for learning achieved by an individual before entry to a programme of study. This process is called Accreditation of Prior Learning (APL).
In this section
The BSc Leading on Customer Operations has been designed to help individuals progress their career to management and leadership roles within the professional and shared services environment.
Graduates of the programmes have worked in advisory, management and leadership roles for many private and public sector organisations including Danske Bank, ATOS, Capita, Lego, EE, Almac, Bank of Ireland, Allen & Overy and PwC.
There is a significant demand for graduates with knowledge in human led, tech enabled and data driven disciplines. The integration of commercially relevant assessment and applied research projects will equip you with a range of vital future of work skills such as problem solving, leadership and sustainability.
The price of your overall programme will be determined by the number of credit points that you initiate in the relevant academic year.
For modules commenced in the academic year 2023/24, the following fees apply:
| Credit Points | NI/ROI Cost | GB Cost | International Cost* |
|---|---|---|---|
| 120 | £4,710 | £9,249.60 | £15,840 |
| 60 | £2,355 | £4,624.80 | £7,920 |
| 30 | £1,177.50 | £2,312.40 | £3,960 |
| 20 | £785 | £1,541.60 | £2,640 |
NB: A standard full-time undergraduate degree is equivalent to 120 credit points per year.
*Please note our on campus part-time postgraduate courses are not open to international (non-EU) students.
It is important to remember that costs associated with accommodation, travel (including car parking charges) and normal living will need to be covered in addition to tuition fees.
Where a course has additional mandatory expenses (in addition to tuition fees) we make every effort to highlight them above. We aim to provide students with the learning materials needed to support their studies. Our libraries are a valuable resource with an extensive collection of books and journals, as well as first-class facilities and IT equipment. Computer suites and free Wi-Fi are also available on each of the campuses.
There are additional fees for graduation ceremonies, examination resits and library fines.
Students choosing a period of paid work placement or study abroad as a part of their course should be aware that there may be additional travel and living costs, as well as tuition fees.
See the tuition fees on our student guide for most up to date costs.
We know that choosing to study at university is a big decision, and you may not always be able to find the information you need online.
Please contact Ulster University with any queries or questions you might have about:
For any queries regarding getting help with your application, please select Admissions in the drop down below.
For queries related to course content, including modules and placements, please select Course specific information.
We look forward to hearing from you.
