Associate Director of Student Experience

The Vice Rectorate of Education and Student Experience is dedicated to ensuring academic excellence, institutional integrity, and continuous improvement of educational quality and experience across IE University. Through strategic policy development, robust governance frameworks, process optimization, and data-driven decision-making, we enhance student experience, strengthen university reputation, and advance IE's mission of delivering world-class education.

Position Overview

Reporting to the Director of Education and Student Experience, the Associate Director of Student experience will lead the design, implementation, and optimization of academic policies, governance frameworks, and processes aimed at improving the student experience and enhance institutional reputation. This role combines strategic planning, digital transformation, process excellence, analytics, and stakeholder engagement to drive measurable improvements in the student experience.

The Associate Director will work closely with academic leadership, schools, registrar services, IT, and other key stakeholders across the university to ensure alignment and institutional priorities. The role requires a holistic perspective on the student academic journey, positioning academic governance and quality initiatives within the broader IE ecosystem to maximize impact, strengthen compliance, and create a seamless experience across all IE programs.

Why IE University?

Every story begins with a purpose, and ours has always been about people. Founded in 1973, IE University has continuously raised the bar to drive positive change through education. We believe education is more than a path to professional success; it is a catalyst for personal transformation and meaningful impact. 

At IE University, we place people and their potential at the center of everything we do, empowering individuals to become extraordinary. We encourage bold thinking and foster a culture where innovation, curiosity, and courage lead to real-world impact. Together, we create an environment where talent thrives, and ideas shape the future. 

Our mission 

We support students in developing impact skills to live and lead with positive impact. This ignites a ripple effect: We transform people, who then transform others, systems, society, and, ultimately, our world.  

Our Purpose

To foster positive change.  

Values  

1. Cultivate the humanistic approach.  
2. Empower your entrepreneurial spirit 
3. Cherish the diversity of people, mind, and experience 
4. Drive innovation with a proactive mindset

Academic Policies & Governance

• Develop, implement, and continuously improve academic policies, procedures, and governance frameworks that support student success, ensure academic rigor, and maintain regulatory compliance.
• Lead the design and execution of academic governance structures, committee processes, and decision-making frameworks that enhance student experience and educational quality.

• Ensure academic policies create clear pathways for student progression, reduce barriers to success, and strengthen IE University's reputation as a student-centered institution.
• Translate complex regulatory requirements and accreditation standards into clear, student-friendly policies and procedures that facilitate academic progress.
• Identify opportunities to streamline governance processes that directly impact students, reducing administrative friction, and improving clarity in the student's academic journey.

KPIs

• Policy Documentation Completion Rate: Percentage of student-impacting academic policies drafted, reviewed, and documented within established deadlines

• Governance Process Cycle Time: Average time to complete governance reviews and policy approvals that affect student academic experience 

Digital Transformation & Process Excellence

• Lead digital transformation initiatives that modernize academic operations, improve efficiency, and enhance the overall student and staff experience.
• Design and implement process improvements across academic operations that reduce complexity, improve accessibility, and create seamless experiences for students and staff.

• Conduct comprehensive process assessments focused on student touchpoints to identify pain points, inefficiencies, and opportunities to improve the student journey.
• Collaborate with IT and digital innovation teams to implement systems, tools, and platforms that simplify academic processes and improve student satisfaction.
• Establish standardized workflows and documentation that create consistent, predictable, and transparent experiences across the student academic lifecycle.
• Champion a culture of continuous improvement and student-centered innovation across academic operations.

KPIs

• Process Assessment Completion: Number of student-impacting academic processes mapped, assessed, and documented with student experience improvement recommendations 
• Workflow Standardization Rate: Percentage of student-facing academic workflows successfully standardized to ensure consistency and clarity

Analytics, Tracking & Measurement

• Develop dashboards, reporting mechanisms, and analytics frameworks that measure student experience impact and inform decisions that enhance student outcomes.

• Measure the effectiveness of academic policies and processes on student progression, satisfaction, and success using quantitative and qualitative data.
• Use data insights, student feedback, and benchmarking to continuously improve academic operations and maximize positive impact on the student experience.
• Provide regular reporting to senior leadership on student experience trends, academic friction points, and opportunities to improve student success.
• Establish data governance practices that enable tracking of student journey metrics and early identification of barriers to student success.
• Represent the Vice Rectorate in cross-functional initiatives, working groups, and university-wide projects related to academic excellence and student experience.
• Advocate for policies and processes that enhance student experience, operational excellence, and institutional reputation.

KPIs

• Dashboard Optimization & Usability: Number of existing dashboards cleaned, reorganized, and optimized for better tracking and analysis + user feedback on improved clarity and actionability
• Reporting Framework Implementation: Establishment and delivery of regular reporting on student experience metrics, academic journey performance, and student success indicators to leadership and stakeholders (monthly/quarterly reports) + percentage of scheduled reports delivered on time with complete data insights

Education & Experience

• Master's degree in Business Administration, Big Data, Analytics, Higher Education Administration, Organizational Development, or a related field.
• 4+ years of relevant experience in academic affairs, higher education operations, process improvement, business analysis, project management, or related areas.
• Proven experience designing and implementing policies, governance frameworks, or operational processes in complex organizational environments.
• Experience leading digital transformation, process optimization, or data analytics initiatives is highly desirable.
• Experience within higher education, consulting, quality assurance, or operations excellence environments is a plus.

Skills

• Strategic thinking with strong execution capabilities and a results-oriented mindset.
• Excellent written and verbal communication skills in English and Spanish (both required).
• Ability to navigate complex organizational environments and build alignment across diverse groups.
• High technical proficiency: advanced knowledge of data analytics, process mapping, project management tools, and digital platforms.
• Data-driven decision-making capabilities with expertise in KPI development, dashboarding, and performance measurement.
• Strong project management and organizational skills with the ability to manage multiple initiatives simultaneously.
• Proficiency with academic systems, student information systems, data visualization tools, and workflow automation platforms.
• Collaborative, proactive, entrepreneurial, and solutions-oriented mindset.
• Passion for academic excellence, student success, operational innovation, and institutional impact.
• High attention to detail, analytical rigor, and commitment to quality and compliance.