Student Experience is a transversal unit with the aim of boosting students’ sense of belonging and enhancing IE University’s student centric culture.
Responsibilities
Activities
Reporting to the Global Head of Student Experience.
Ensuring the SX strategies are aligned with the larger goals and outcomes.
Student Journey Mapping to identify gaps in the Student Experience across all touchpoints.
Interaction with students across the different channels.
Liaise with internal teams such as Commercial, Academic, IT, Administration, Facilities, etc. to ensure that gaps in the student experience - irrespective of where they occur in the journey - are plugged.
Regular communication with internal stakeholders such as experience counterparts and other student-facing teams to identify gaps and opportunities, if any in the student experience.
Raising red flags wherever the process needs correction to ensure the student has a seamless experience within IE.
Collect, track and analyze student feedback and suggest improvements internally based on the insights gathered - help measure metrics to gauge how the student satisfaction is.
Work with the technology teams to ensure a seamless student experience with the technology.
Qualifications
Requirements & Skills:
Bilingual or proficiency, in English and Spanish (written and oral) is required.
Master’s degree from a top University is desirable.
Minimum 3-5 years of experience.
Team player that enjoys working in a collaborative environment.
International profile and experienced in working with other cultures.
Empathy and listening skills - Excellent customer service skills with proven ability to develop and maintain strong relationships.
Collaboration and project management - Problem-solving skills to quickly address concerns, queries and feedback in a constructive and action-oriented manner.
Speed, flexibility and agility - Ability to work with multiple projects at the same time and under tight deadlines.
Data management and analytics.
Excellent written and verbal communication skills.
Excellent networker abilities to interact with professionals ranging from junior to executive profiles, and from diverse backgrounds.
