In this Spotlight, we focus on Hannah Murphy, Student Experience Manager in the School of Dentistry. Hannah reveals why two days are never the same in the student experience team, her proudest achievements, and how she successfully navigated an unexpected journey into management early in her role.
Hi Hannah, tell us about your role – what does a typical day look like for you?
As Student Experience Manager, no two days are ever the same, and that’s exactly what I enjoy. My role blends operational leadership, strategic planning, and people management, all with the shared goal of creating the best possible environment for our students to learn, thrive and succeed.
I lead and manage the Student Experience Team, a group of talented colleagues whose work spans timetabling, academic progress, assessments, registration, curriculum support, pastoral guidance, and more. My day is often a balance of supporting my team, responding to complex student queries, collaborating with academic colleagues, improving processes, and shaping long-term projects that enhance the overall student journey.
I’m heavily involved in curriculum delivery, assessment planning, continuous improvement initiatives, and ensuring our services operate at the highest standard. Whether I’m analysing data to inform decision-making, presenting process updates at management meetings, or developing a new resource or policy, my focus is always on improving the experience of both students and staff.
What first drew you to work in this field and at the University?
Higher education has always inspired me, particularly the opportunity to positively impact the student journey. The University of Liverpool’s values, ambition, and student-centred culture immediately resonated with me, and the Dental School’s commitment to excellence across clinical, academic, and professional services made it the perfect place to develop my career.
What project or achievement are you most proud of so far?
There have been many milestones, but a few stand out:
- Transforming the Student Experience Team:
I’m especially proud of the transformation of the Student Experience Team over the past few years. Together, we’ve built a supportive, high-performing team culture rooted in collaboration, wellbeing, and professional growth. We’ve celebrated nine staff award nominations in the last two years, four of which were successful, and I was honoured to receive the ILCAMs Efficiency Alchemist Award alongside several School commendations.
- Leading major timetabling innovations:
Leading a new clinical timetabling initiative that increased clinical experience for undergraduate students. This project has since grown into a school-wide annual timetable that supports wellbeing, improves resource planning, and enhances student learning outcomes with increased activity.
- Enhancing processes and curriculum support:
We have strengthened our administrative systems, streamlined compliance processes, and supported the delivery of a complex new curriculum. Continuous improvement is a driving force of our team, and we are always trying to improve how we support the student journey.
Every achievement reflects the effort of the entire School, but I’m pleased to have led initiatives that have meaningfully improved the experience of both students and colleagues.
What’s the most surprising or unexpected part of your job?
The variety. One moment I’m planning a continuous improvement strategy; the next, I’m helping resolve a student’s pastoral concern, preparing evidence for accreditation, or coordinating with our NHS partners. The role requires adaptability, creativity, and technical knowledge across multiple aspects of the school and I enjoy being right at the intersection of those things.
What do you enjoy most about working in our Institute community?
The sense of shared purpose. The Dental School is a vibrant, caring, and ambitious community. Our academic and professional service teams work hand in hand, and every colleague, regardless of role, genuinely wants the best for our students. I feel privileged to collaborate closely with the Dean, Vice Deans, Programme Directors, and an incredible network of Professional Services colleagues to support the student journey.
Working with the wider institute allows me to bring my experience of working within a fantastic team at the Dental School and collaborate within the wider community, share best practices and drive operational improvements to reach a common goal.
What’s one challenge you’ve faced in your career, and how did you overcome it?
Stepping into a management role early in my appointment was both the biggest challenge and the biggest catalyst for my development. With several key posts empty and several major projects underway, I found myself responsible for leading a team while learning the role at pace.
I overcame this by drawing on my strengths, leaning into continuous development and through the support from the wider institute and my own team. I built strong relationships, communicated openly, and prioritised efficiency, consistency, and support, but at this point I must emphasise that it was the knowledge of those long-standing staff, the enthusiasm of our new staff and the willingness to work together, which is always at the core of our team, that really ensured our success.
What inspires or motivates you outside of work? (e.g. hobbies, causes, family, travel, volunteering)
Time with my nieces and nephew, and travelling, when they’re not keeping me on my toes. I am interested in anything that allows me to explore and connect with people from a variety of backgrounds, and I enjoy discovering new places. I’m also passionate about volunteering and sustainability, which inspired the Dental School scrubs reuse initiative that has grown to benefit the University and the wider community.
If you could switch roles with someone else for a week, who would it be and why?
Although it may take longer than a week, I’d spend the time shadowing all of our amazing professional services teams across the University, learning about their roles, the part they play within the wider university and how we could best utilise their knowledge, experience and aspects of their operations to continue to develop how we support our students and staff in the Dental School.
What’s a fun fact about you that your colleagues might not know?
I love bringing creativity into our workplace, whether that’s assessing and rethinking processes or finding imaginative ways to support our students and staff. Outside of work, I also enjoy trying my hand at new hobbies (some successful, some less so!), but mainly enjoy spontaneous weekend adventures.
Looking ahead, what’s one thing you’re excited about – professionally or personally – in the next year?
Professionally, I’m excited to continue to develop our student support in the Dental School and to further strengthen the student journey as the Dental School curriculum evolves. Personally, I’m looking forward to taking on new challenges, both in my career development and in my life outside the University, continuing to grow in ways that support my wellbeing, creativity, and ambition.