Head of Program Student Experience and Operations

Contract type: Full Time (37.5 hours per week) – Fixed Term (January 2025 – November 2025)

Location: Remote (Based in the UK)

Salary: £40,000-£55,000 per annum DOE

Given the short timelines to recruit, we encourage candidates to apply promptly to ensure consideration.

Study Group Digital Learning are proud to be delivering an innovative online program for ambitious high-school students in the Middle East.

The program is a part-time, digital course designed to provide students in their final years of high school with a comprehensive grounding in the subject knowledge, study skills, and insights they need to make a successful undergraduate university application. The program will be delivered through timetabled synchronous lectures, seminars, and tutorials, as well as through the provision of engaging asynchronous activities. Our commitment to student success will ensure every learner receives an effective and quality assured digital learning experience that supports them in successfully taking the next steps in their educational journey.

The Head of Digital Student Experience and Operations will play a vital role in leading the day-to-day operational delivery and student experience in the Program. This is a challenging leadership role which will help achieve the agreed digital Program key performance indicators (operational, academic, and commercial). The role will ensure operational excellence and rigorous data reporting. With an eye for accuracy, the role will also ensure streamlined processes and activities completed at the optimum time. The role will also ensure a quality student experience for the bespoke needs of the Program students. The role will also manage specialist Program student experience activities within attendance, engagement, wellbeing, and safeguarding.

ABOUT THE ROLE

• Articulate and implement a clear vision for the development of the Program operations and student experience team.
• Contribute to senior management of the Program to inform strategic planning and resource allocation.
• Provide effective performance management of direct reports, including setting personal objectives and KPIs; regularly reviewing performance of direct reports; and conducting formal performance reviews according to company policy and procedures.
• Manage and address day-to-day issues that arise ensuring that solutions are sought, and problems resolved effectively and efficiently.
• Provide relevant training to Program staff on either student experience or operations themes.
• Monitor the key performance indicators in the Program student experience & operations to demonstrate effectiveness in achieving objectives.
• Develop best practice in Program delivery in both student experience and operations.
• Attend and actively contribute to relevant Program meetings, events etc.
• Contribute to the Program operational planning and rollout.
• Oversee the day-to-day and longer-term operations for the delivery of multiple Program modules with different intakes and requirements including; induction, teaching weeks, assessment weeks etc.
• Review processes and activities and implement any required improvements to ensure they are streamlined and effective.
• Manage and report on student data and learning analytics.
• Oversee the customer service operations of the Program to ensure consistently high levels of student and other stakeholders' satisfaction.
• Co-ordinate and report on Student Voice including feedback and complaint management.
• Act as a Designated Safeguarding Lead (DSL) for the Program ensuring safeguarding requirements are met.
• Oversee Student Experience policies and associated activities including Attendance, Engagement, and Wellbeing to ensure best practice.
• Ensure excellence in all student experience and operational communications.
• Work with the Senior Management of the Program to continually review approaches to ensure outstanding student outcomes from the Program.
• Support the Program Director in meeting Program contract requirements.
• Any other duties or responsibilities as set by the Program Director.

ABOUT YOU

• Bachelor’s degree or equivalent (Essential)
• Administration or management training or qualification (Desirable)
• Student experience training or qualification (Desirable)
• Experience working in an educational context (Essential) with international students (Desirable)
• Experience in line management and target setting (Desirable)
• Evidenced experience of data management and interpretation (Essential)
• Experience providing advice, guidance, or student support in the context of education or training including to students 18+ and 18 and under (Essential)
• Experience developing or delivering initiatives with a strong customer service and results focus (Essential)
• Experience of process development, including training others (Essential)

ABOUT US

Study Group is a leading international education provider that is dedicated and passionate about helping students around the world, creating a brighter future and reaching their full potential. With university partnerships and a variety of face-to-face, online, and hybrid study programmes, we can provide students with the resources and guidance they need to succeed. Our global network of offices and university partnerships ensure that students receive the best educational services available. Additionally, our Insendi platform enables us to deliver innovative, accessible, and intuitive digital learning experiences with the most advanced digital tools available.

ORGANISATIONAL COMPLIANCE

Study Group is proud of its high standards in safeguarding and recognises its importance in enabling the best possible student experience and outcomes. For successful applicants the following checks will be conducted- Criminal Background Check (country specific), x2 References, ID and Right to Work checks as well as Education Verification. We are proud to be an equal opportunity employer and we strive to create a diverse and inclusive workplace. We are committed to providing equal opportunities for all individuals, regardless of race, gender, religion, nationality, or any other factor. We believe that the best person for the job should be selected based on skills and experience alone. Your information will be kept confidential and stored securely. Please see our Privacy Policy.

We adopt a rolling recruitment process meaning that we review applications as they are submitted. To avoid disappointment, please ensure that you apply ASAP.