LIAISE - Lifeline Information Analysis for Improved Service Experience

Summary

In this groundbreaking PhD research project called LIAISE (Lifeline Information Analysis for Improved Service Experience), the PhD researcher will work closely with the collaborating project partner, the Public Health Agency (PHA) to analyse its Lifeline service call data to identify patterns in caller behaviour and counsellor responses. There will also be an opportunity to trial real-time service performance dashboards and explore options for modernisation of the service, for example to experiment in the use of chat and generative AI. These insights will guide the PHA in preparing for a transition to the Encompass system.

The PhD researcher will spend around 3 months at the company’s premises over the 3-year period. There will be opportunities to facilitate face-to-face workshops including PHA and Ulster teams members and others, and to identify the current challenges and opportunities in the development of this helpline, as well as new ideas and research questions that can inform the development and trial of new analytical components.

Ulster University will support the PhD researcher and the collaborating body by providing expertise in data analytics and machine, and the PhD researcher will also be supported by the Doctoral College training resources at Ulster.

The School of Computing at Ulster University holds Athena Swan Bronze Award since 2016 and is committed to promoting and advancing gender equality in Higher Education. We particularly welcome female applicants, as they are under-represented within the School.

This CDP studentship offers an annual non-taxable maintenance grant of approx. £19,500 plus an additional stipend top-up of £4,000 per annum and covers three years of tuition fees (worth over £14,000), in addition to support for research training and project running costs. This realises a financially attractive stipend of £24,000 per annum, tax free.

Essential criteria

Applicants should hold, or expect to obtain, a First or Upper Second Class Honours Degree in a subject relevant to the proposed area of study.

We may also consider applications from those who hold equivalent qualifications, for example, a Lower Second Class Honours Degree plus a Master’s Degree with Distinction.

In exceptional circumstances, the University may consider a portfolio of evidence from applicants who have appropriate professional experience which is equivalent to the learning outcomes of an Honours degree in lieu of academic qualifications.

• Sound understanding of subject area as evidenced by a comprehensive research proposal
• A demonstrable interest in the research area associated with the studentship

Desirable Criteria

If the University receives a large number of applicants for the project, the following desirable criteria may be applied to shortlist applicants for interview.

• First Class Honours (1st) Degree
• Masters at 70%
• Experience using research methods or other approaches relevant to the subject domain
• Work experience relevant to the proposed project
• Publications - peer-reviewed
• Experience of presentation of research findings

Equal Opportunities

The University is an equal opportunities employer and welcomes applicants from all sections of the community, particularly from those with disabilities.

Appointment will be made on merit.

Funding and eligibility

This project is funded by:

• Collaborative Doctoral Partnership (CDP) Studentship Awards 2025

This scholarship will cover tuition fees and provide a maintenance allowance of £24,000 per annum for three years (subject to satisfactory academic performance).  A Research Training Support Grant (RTSG) of £900 per annum is also available.

To be eligible for these scholarships, applicants must meet the following criteria:

• Be a UK National, or

• Have settled status, or

• Have pre-settled status, or

• Have indefinite leave to remain or enter, or

• be an Irish National

Applicants should also meet the residency criteria which requires that they have lived in the EEA, Switzerland, the UK or Gibraltar for at least the three years preceding the start date of the research degree programme.

Applicants who already hold a doctoral degree or who have been registered on a programme of research leading to the award of a doctoral degree on a full-time basis for more than one year (or part-time equivalent) are NOT eligible to apply for an award.

Due consideration should be given to financing your studies.