Speakers
Claire Flegg
Workshop
Stop press: join this workshop to explore pre-published research from the University of Leeds exploring the needs and experiences of students seeking support and information. Review, reflect, and discuss responses from nearly 200 students, considering expectations for support availability and responses, the relative importance of different channels (from in-person support to chatbots), what students value or prioritise from support interactions, as well as a deep dive into email – do students like it and what can we learn from that?
This session introduces insights and impacts from pilot research in 2022, then shares the unpublished results from the 2025 Leeds Institute of Teaching Excellence Research Fellowship: ‘Developing student-centred services: exploring the needs and experiences of students seeking support to identify how services can be designed to contribute to student success’.
With limited research in the sector to inform service design on the student support front-line, this session is a unique opportunity to come together, explore this latest research, discuss and identify insights to inform local practices, and join inspiring conversations sharing cross-sector practices with colleagues.
Claire is Assistant Head of Student Support at the University of Leeds, a member of the Directorate of Student Experience and Support leadership team with responsibility for the University’s ‘Student Information Service;’ a new initiative providing holistic, high quality support and information to the full student and PGR body about any and all aspect of study and live at Leeds. With a focus on improving the student experience Claire works cross institutionally in support of operational improvements to support seamless delivery of support and services.
Claire's background is in student support and service development; having worked across Disability Services and on whole university change programmes.
A fellow of the prestigious Leeds Institute of Teaching Excellence, Claire has led research exploring the needs and experiences of students seeking support and information to identify how services can be designed to contribute to student success and a sense of belonging.
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https://teachingexcellence.leeds.ac.uk/research/fellowships/developing-student-centred-services/
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Jess is a member of the leadership and management team of the Student Information Service, part of the Student Experience and Support Directorate at the University of Leeds. She has worked in student support and leadership roles within the University of Leeds for over 12 years with experience of support delivered in both Faculty and centralised teams.
In 2022 Jess joined the Leeds Institute of Teaching Excellence as a fellow, co-leading a research project exploring the needs and experiences of students seeking support and information to influence service design.
:
https://teachingexcellence.leeds.ac.uk/research/fellowships/developing-student-centred-services/
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jessica-christie-1ab493255