Develop and implement strategies to enhance the student experience across all touchpoints.
Conduct research and analyze student feedback to identify areas for improvement.
Design and map student journeys to understand and address pain points.
Develop and manage satisfaction measurement programs (e.g., NPS, CSAT).
Collaborate with various departments to ensure a seamless and positive student experience.
Create and implement service improvement initiatives based on student feedback.
Manage and maintain CX and survey platforms.
Utilize CRM systems for student engagement and support.
Assist in the utilization of Learning Management Systems and Student Information Systems.
Prepare reports and presentations on student experience metrics and insights.
Champion a student-centric approach throughout the organization.
Manage multiple projects and priorities in a fast-paced environment.
Requirements
Bachelor's degree in Psychology, Marketing, Business Administration, Customer Experience, Hospitality Management, or a related field.
Professional certifications in Customer Experience, Service Design, Design Thinking, or Customer Journey Management are an advantage.
Experience 3–5 years of relevant experience in Customer Experience (CX), Student Experience, Student Services, Customer Insights, Service Quality, or Hospitality.
Experience in higher education, healthcare, or another complex service-oriented environment is preferred.
Demonstrated experience with customer/student journey mapping, feedback analysis, satisfaction measurement, or service improvement initiatives is highly desirable.
Technical Skills
Familiarity with CX and survey platforms such as Qualtrics, Medallia, or equivalent.
Experience with CRM systems, preferably Odoo.
Familiarity with Learning Management Systems such as Blackboard and Student Information Systems (SIS) is an advantage.
Strong analytical skills with the ability to translate quantitative and qualitative feedback into actionable insights.
Experience with data visualization, dashboards, survey analytics, or sentiment analysis tools is preferred.
Skills & Competencies
Strong customer/student-centric mindset with the ability to understand experiences from the student’s perspective.
Excellent analytical and problem-solving abilities.
Strong understanding of customer journey mapping, Voice of Customer/Student, NPS, CSAT, and closed-loop feedback principles.
Ability to transform student feedback into practical recommendations and measurable improvements.
Strong project coordination and follow-up skills.
Excellent communication, presentation, and stakeholder management abilities.
Strong cross-functional collaboration and influencing skills, with the ability to work effectively with Academic, IT, Student Affairs, Finance, Facilities, and Marketing teams.
High emotional intelligence and sensitivity when handling student concerns and feedback.
Ability to manage multiple initiatives and priorities in a fast-paced environment.
