Customer Experience Manager

Coventry, West Midlands (GB)
£38,133 - £45,245 per annum
01 Feb 2018
End of advertisement period
23 Feb 2018
Contract Type
Full Time

Customer Experience Manager
£38,133 - £45,245 per annum
Access to discretionary bonus scheme of up to 10%

Coventry University has seen huge global successes in recent years: Times Higher Education University of the Year 2015, The Good University Guides’ Modern University of the Year 2016, and now the 12th best University in The Guardian University Guide 2018. We have also achieved the top accolade in the Teaching Excellence Framework (TEF), published in June by the Higher Education Funding Council for England (HEFCE).

It doesn’t stop here. Coventry University is taking its next big step, this time into the digital world of online distance learning. Working with UK-based FutureLearn, which has over six million learners worldwide on its collaborative learning platform, the University is planning to launch its first Master’s programmes in early 2018. The roll out of 50 online degrees over the next five years will deliver world-leading programmes, accessible to thousands of new distance learners across the globe.

The creation of supporting infrastructure within a new, dynamic and innovative business will be pivotal in helping the University Group design, develop and support wholly online distance learning courses at both pace and scale, truly pushing the boundaries to establish a broad portfolio of degree courses with a distinct style and pedagogy. A challenge of equal transformation and reward for ambitious and determined professionals, this is both a sector and UK first; a thrilling time to join a start-up unlike any other; an opportunity to shape the future of Higher Education.

As a key manager of Coventry University Online, you will be accountable for the strategic development, operational management and universal oversight of all elements of the customer services and student experience of online learners. This will include responsibility for the planning, delivery, performance, quality, governance and financial control of the Student Experience team, working closely with a range of senior stakeholders both within the University Group as well as external organizations including our partner FutureLearn. Crucially this role will provide leadership of the team within the Online business to ensure short and longer term objectives are met, as well as supporting the development of strategic and operational planning to achieve long term, sustainable growth. 

This post is a thrilling opportunity to manage a new and growing function, dedicated to delivering an industry-leading customer service and student experience across all Coventry University online courses. Both ambitious and accomplished within a large operational setup with significant experience and knowledge of the HE sector, the Customer Experience Manager will have extensive and relevant business development and customer management skills; extremely diligent, hard-working and passionate in all they do; and have proven, visionary leadership against a business ‘start up’ backdrop either domestically or internationally. 

To apply for this post, please send a covering letter and a copy of your CV to 

Closing date: 23rd February 2018

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