Student Experience Manager
The Faculty of Arts and Humanities is seeking to recruit a Student Experience Manager. This is an exciting role that supports the delivery of key aspects of the College Education Strategy and our commitment to an enhanced student experience.
The Student Experience Manager oversees key student engagement activities within the Faculty, to ensure an inclusive student experience. In collaboration with the Senior Tutor, they lead the development and implementation of the Faculty student experience strategy and an inclusion and community plan to address student feedback, build community and contribute to student success. They have lead responsibility for student induction and student voice within the Faculty.
The post holder is responsible for: delivering policy and processes to enhance the student experience; overseeing complex issues and wider organisational dependencies relevant to delivery of the student experience; and acting as Faculty Disability Liaison and Faculty Safeguarding Officer.
The Student Experience Manager manages three Student Experience Administrators who have responsibility for operationalising the Faculty student experience strategy.
The post holder will work collaboratively with the Senior Tutor and Welfare and Wellbeing Advisor to plan and deliver strategic enhancement activity relating to student experience and student wellbeing and welfare. Ensuring these initiatives are aligned with College and Faculty strategy and department priorities.
Successful candidates will have good knowledge of the issues facing students in Higher Education and a desire to improve the student experience. They will have excellent networking skills, events experience, experience of managing projects, and a commitment to continuous improvement.
This is currently a hybrid role, and the role holder will spend part of their working week on campus and part of the week working remotely.
This post will be offered on an indefinite contract.
This is a full-time post.
- To deliver key aspects of the College Education Strategy with the aim of enhancing the student experience in areas including: building learning communities; supporting students in the co-creation of their learning and in their transition in, through and out of King’s.
- To maintain strategic oversight of key student engagement activities and events within the Faculty, to ensure that a vibrant and inclusive extracurricular student experience coexists with an effective academic experience, through good team working and communication channels so that all students can reach their full potential.
- To lead the development and delivery of an enhanced and distinctive Faculty student experience strategy, which will address student feedback and will consider the strategic direction of the university. To drive implementation of the strategy through close collaboration across and engagement with the Faculty and university departments, KCL Students’ Union (KCLSU) and other student representatives.
- To monitor and evaluate the Faculty’s strategy performance, for example, through implementing, promoting and engaging with feedback activities such as student satisfaction surveys, league tables, module feedback and placement surveys, number and outcomes of student complaints and appeals, and student retention data.
- To provide specialist advice and guidance to academic and professional service staff on student experience and student engagement, keeping up to date with relevant internal and external strategic, policy and service innovations to inform best practice and continually drive excellence.
- To implement, co-ordinate, manage and evaluate a programme of cohort building activities, such as the Faculty’s buddy scheme, social events celebrating student achievements, history months, guest lectures and induction activities.
- To lead on student voice and representation, and on the Student Experience Forum, including supporting the Chair of the Forum.
- To work with the Faculty Senior Communications Manager to develop and facilitate communications and systems (formal and informal) such as regular newsletters and urgent/important communiques about College and global issues.
- To collaborate with the Inclusive Education Lead and Vice-Dean (Education) on inclusive Education and reducing attainment/awarding gaps within the Faculty.
- To work collaboratively with the Senior Tutor, Welfare and Wellbeing Advisor and department colleague to enhance the student experience and student wellbeing and welfare.
- To manage the Student Experience Administrators, ensuring they are well supported and productive to meet the aims of the team.
- To act as the Faculty Disability Liaison and supporting disabled students by liaising between departments and services to ensure reasonable adjustments are in place.
- To act as Safeguarding Officer for the Faculty, and to have knowledge of the legal context surrounding safeguarding and be able to advise colleagues on the processes that need to be followed when dealing with safeguarding issues.
- To lead on student mental health, Fitness to Study, lack of contact, student of concern, and under 18 related activity and procedures.
- To take lead responsibility for the Welcome to King’s (student induction) activity within the Faculty, including the study abroad welcome sessions.
- To investigate and respond to complaints raised by students in the Faculty.
- To work in close partnership with the Student Success Department to implement student success initiatives within the Faculty to secure better outcomes for learners, particularly those who are underrepresented in Higher Education, through negotiation and influencing of key partners, including students, academic and professional services staff
- To build effective relationships, providing advice, training and support, to ensure that the student experience meets agreed university and student expectations, to ensure that staff contribute to the delivery of a friendly, warm, inclusive and welcoming campus culture.
- To ensure all work is carried out in a professional and timely manner, with appropriate confidentiality and sensitivity. To maintain an up-to-date knowledge of the Data Protection requirements and to support Freedom of information and subject access requests.
- To work flexibly as part of a team, supporting others in times of high demand, maintaining an oversight of resource levels and to deputise for the Associate Director: Education as and when required.
The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.
Skills, knowledge, and experience
- Substantial experience of improving the student experience in a university setting for a diverse student population.
- Ability to form professional networks with colleagues and stakeholders across the College and contribute positively to implementing change.
- Strong interpersonal skills including motivating, influencing, and negotiating with a range of stakeholders.
- Excellent communication skills – both verbal and written.
- Experience of managing projects and managing change, including developing innovative solutions and practical implementation of strategic change.
- Proactive and authentic approach to leadership, strong experience of line management and creating high performing teams, including motivating staff, performance management and maintaining a positive, proactive culture of continual review and development.
- Excellent task management skills both for self and others – ability to meet tight deadlines.
- Proven ability to use initiative, prioritise workloads and respond positively to situations arising at short notice.
- Ability to work under pressure in a busy environment.
- Evidence of continuous professional development.
- Strong commitment to equity, diversity and inclusion in the workplace.
- Substantial administrative experience gained within an HE environment