Director of Student Achievement
Are you a leader of student support services or customer experience, with a vision for delivering excellence at every stage of the student lifecycle? We want to hear from you!
Here at Arden, we believe in doing things differently and right now, we are looking for a Director of Student Achievement to help us game-change our delivery of student support services across the University. We believe in students as partners and are on a journey to create a best in class student experience that combines automation, personalisation and relationship building to give our diverse students the best chance of success in their studies.
You will be working with a talented and passionate team who will bring you big ideas and strong commitment. They need a manager who will listen, champion students and continuously improve how they deliver, using student data and feedback, input from the team and creative thinking. You will place our student’s needs at the heart of the University’s operations and drive improvement and innovation through inspiring communication, strong project management and the credibility and clout to bring stakeholders across the organisation with you.
Arden University: Who are we?
At Arden University our vision is to make education more accessible, engaging and beneficial to people everywhere. Since our launch in 2016, we have become a well-respected, multiple award nominated and ground-breaking new entrant to the University sector and have gone from being a well-established partner to traditional Universities, to a five-campus university in our own right, with online and blended learning modes leading the way in flexible Higher Education.
One of our core brand values is ‘Supportiveness’ and we pride ourselves on the relationships we build with our learners and the way our Student Support team nurture students to help them realise their potential. We recognise that the pressures of people’s hectic, modern lives often means our students are constrained - by location, cost, family/caring commitments or simply time. By making our degrees, masters and MBA programmes available through both online distance learning and flexible on-campus ‘blended’ study, we have been able to support students ranging from 18 to 80 years old to achieve their ambitions and benefit from Higher Education.
Director of Student Achievement
You will be an experienced people-manager who has managed teams that place customer care at the heart of their process and improved satisfaction, advocacy and/or other key performance measures. We support our students through a range of channels including email, telephone and face to face, so your written English will need to be excellent and experience of service delivery in a variety of formats will be helpful.
As well as the support team at our Headquarters in Coventry, you will oversee five campus-based support teams, so occasional travel to Birmingham, Manchester and London will be necessary.
Day to day responsibilities will include managing and reporting on student queries, complaints and feedback, supporting and developing the team, representing the student view in a variety of committees and boards and crucially, driving improvements to service delivery that have measurable impact on student outcomes, primarily retention, progression and completion of qualifications.
This is an exciting time to join a University that represents the future of Higher Education – please get in touch via firstname.lastname@example.org to receive a fuller job specification.