Leading on Customer Operations

Program Overview

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Leading on Customer Operations - BSc (Hons)

Overview

Empowering Future Leaders to Drive Customer-Centric Success in a Tech-Enabled World

Summary

By combining theoretical knowledge with practical application, this programme emphasises understanding and meeting customer needs, analysing market trends, and leveraging technology to create outstanding customer experiences. Graduates will be equipped to drive success in today’s dynamic business landscape.

With significant demand for expertise in human-led, tech-enabled, and data-driven disciplines, the integration of commercially relevant assessments and applied research projects will equip you with vital future work skills such as Digital Literacy and Technological Proficiency, Critical Thinking and Problem Solving, Emotional Intelligence and Interpersonal Skills, Adaptability and Continuous Learning and Leadership and Social Influence.

About this course

About

Discover the BSc Hons Leading Customer Operations Degree, a robust business studies programme that cultivates leaders adept in navigating customer-centric operations. Gain expertise in human-centred design, digital transformation, and business insights. Explore a diverse curriculum covering Customer Experience, Project Management, Leadership, Sustainability and Business Ethics, Marketing, Finance, and Digital Business. Learn to effectively solve problems, lead teams, and harness digital technologies to create exceptional customer experiences.

Attendance

The programme spans an academic year on a part-time basis, featuring lectures, seminars, workshops, and independent study. Delivery methods vary by organisation, offering options such as weekly day release or a hybrid model. This includes face-to-face lectures, structured learning pathways, live online sessions, and drop-in clinics. You will study alongside your current role, ensuring you can attend required sessions at Ulster University.

Start dates

• September 2025

Teaching, Learning and Assessment

• 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.

Modules

Year one

• Project Management Fundamentals
  • Year: 1
  • Status: C
  • The aim of this module is to provide a foundational understanding of the core elements of Project Management. It focuses on essential concepts such as planning, organizing, executing, monitoring, and closing a project. The module will equip students with the knowledge and skills necessary to manage projects efficiently, ensuring they are completed on time, within scope, and on budget, while meeting quality standards and stakeholder expectations. Subjects covered include the stages of project management lifecycle, planning and report writing.
• Personal Development and Team Dynamics
  • 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.
• The Sustainable Business Services Environment
  • 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).
• Introduction to Customer Experience
  • Year: 1
  • Status: C
  • 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.
• Digital Business and Technology
  • 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 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.
• Essential Skills for Higher Education and Employment
  • Year: 1
  • Status: C
  • This module develops students’ academic, personal, and creative skills to support their success in higher education and future employment. Through practical activities, reflection, and applied exercises, students will build confidence in academic writing, critical thinking, problem-solving, time management, presentation skills, and resilience. Emphasis is placed on developing adaptability, motivation, and strategies for managing stress and maintaining wellbeing, equipping students with a strong foundation for academic success and lifelong learning.
• Customer and Stakeholder Relations
  • Year: 1
  • Status: O
  • This module is optional
  • 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 two

• The CX Professional
  • Year: 2
  • Status: C
  • This module develops students’ ability to evaluate and advise on customer experience (CX) strategy within their organisation, team, or department. Students will use recognised CX maturity models, customer data analysis, digital journey evaluation, and behavioural economics insights to assess how well CX is managed and identify strategic opportunities for improvement. They will also develop their professional advisory skills, learning how to present evidence-based recommendations to senior stakeholders and reflecting on their development as future CX professionals.
• The Data Driven Workplace
  • 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.
• Business Research
  • 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.
• Managing and Developing People
  • Year: 2
  • Status: C
  • The aim of this module is to provide the knowledge and skills required to effectively manage and develop employees in an increasingly mobile workforce. It focuses on the development of coaching skills, evaluating employee needs, identifying goals, and developing practical, empowering and motivational managerial skills to drive performance.
• Intrapreneurship and Business Innovation
  • 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.
• Responsible and Ethical Business Practice
  • 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 three

• Strategic Digital Marketing
  • 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.
• Contemporary Leadership
  • 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 and to develop the practical skills required for individuals to lead as a team-member or manager. Participation on the module will develop students’ ability to lead reflectively, with an improved understanding of their own and others’ emotions and the causes of patterns of behaviour in the workplace. Subjects covered include leadership theories, communication and interaction, conflict and emotion, group processes, and culture, values, and norms.
• Business Finance
  • Year: 3
  • Status: C
  • This module is designed to enhance the financial acumen and strategic decision-making capabilities of business practitioners. By building on existing knowledge and professional experience, the module focuses on deepening participants’ understanding of financial concepts and their practical application in real-world business scenarios. Through a combination of technical skills (e.g., financial analysis, investment appraisal) and strategic thinking (e.g., performance measurement, long-term value creation), students will be equipped to make more informed, impactful decisions that drive organisational success and sustainability in a dynamic and competitive business environment.
• Business Project
  • Year: 3
  • Status: C
  • 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.
• Developing Professional Practice
  • Year: 3
  • Status: C
  • The module helps students enhance their future career prospects by providing them with the opportunity and ability to develop their knowledge of recruitment processes and to reflect upon their learning and progress in management skills development. They will maximise their ability to express their capabilities in the language of current and prospective employers and identify skill gaps for future development.

Standard entry conditions

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.

A level

The A Level requirement for this course is 2 A levels Grade A-E

GCSE

GCSE Profile to include 3 Grade A-C

English Language Requirements

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.

Additional Entry Requirements

Entry requirements for the course will depend on what company you are doing the Degree 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.

Careers & opportunities

Graduate employers

Graduates from this course are now working for:

• AIB
• Bank of Ireland
• Danske
• PwC
• Allen & Overy
• Almac
• Odyssey

Job roles

With this degree you could become:

• Customer Experience Professional
• Operational Leader
• Client Relationship Manager
• Project Manager
• Management Consultant
• Customer Success Manager
• Marketing Manager

Career options

This business management degree prepares graduates to excel as leaders in customer-centric operations. The comprehensive programme blends theoretical insights with hands-on experience, focusing on customer needs, market analysis, and leveraging technology to deliver exceptional customer experiences. Graduates emerge equipped to thrive in today’s fast-paced business environment, where expertise in human-led, tech-enabled, and data-driven disciplines is in high demand. Through practical assessments and applied research projects, students develop crucial future work skills including digital literacy, critical thinking, emotional intelligence, adaptability, and leadership capabilities.

Fees and funding

Annual Increase Disclaimer

Fees illustrated are based on academic year 25/26 entry and are subject to an annual increase.

If your study continues into future academic years your fees are subject to an annual increase. Please take this into consideration when you estimate your total fees for a degree.

Additional mandatory costs are highlighted where they are known in advance. There are other costs associated with university study.

Visit our Fees pages for full details of fees.

Correct at the time of publishing. Terms and conditions apply.

Additional mandatory costs

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.