Head of Student Experience
Kaplan Higher Education Academy (Kaplan) is part of Kaplan Inc., one of the world's most diverse education providers and the largest subsidiary of Graham Holdings Company (NYSE:GHC).
Kaplan has welcomed students from over 55 countries and regions. As a Lifelong Integrated Learning Partner, we offer over 450 academic and professional certification programme options* for higher learning and skills development, providing opportunities for individuals to always stay relevant. To date, these opportunities have benefitted more than 100,000 graduates.
We have a diverse team of individuals dedicated to our mission to help individuals achieve their educational and career goals, and build futures, one success story at a time. Our core values Opportunity, Knowledge, Support, Integrity and Results help guide the way we work.
At Kaplan, our employees are our most valuable assets, and everyone's contribution is integral to our success. We have been recognised by The Straits Times, for the second successive year, as being one of Singapore's Best Employers for 2023. This large-scale and comprehensive study assessed the attractiveness of organisations in Singapore based on an independent employee survey.
We strive to continue providing a professional, positive and stimulating work enviroment with plenty of room for initiatives, so that our employees can thrive with us. If you are seeking opportunities for growth, we welcome you to write to us!
- Based on full-time and part-time study modes across programmes offered at Kaplan.
Total Diploma and Degree graduates from Kaplan from 2007 to 2023.
DESIGNATION : Head of Student Experience
RESPONSIBILITIES
THE ROLE: Head of Student Exeperience
Reporting to the Managing Director, the Head of Student Experience will lead a multi-functional team to deliver an exceptional and seamless experience for students from enrolment through campus life and ultimately graduation. This individual will lead and drive the strategic development and implementation of initiatives aimed at enhancing the overall student journey at our institution. This role requires collaboration with internal stakeholders across the organization and is pivotal in creating an inclusive, engaging and supportive environment that fosters student success, retention and satisfaction.
Key Responsibilities:
- Lead the development and refinement of student experience across all touchpoints, including onboarding, in-class experiences, interventions for "at-risk" students, and off-boarding processes. Identify and address gaps in the student journey, ensuring seamless and positive experience across all touchpoints.
- Develop and implement strategies that optimize student experience and career services functions, balancing cost efficiency with quality and student success.
- Lead initiatives that foster student engagement, sense of belonging and community within the institution.
- Oversee the delivery of student support services, including academic advising, counseling, career services etc.
- Review and implement policies and procedures to improve service delivery, complaint resolution, and student feedback mechanisms.
- Collect, analyze, and leverage student feedback, surveys, and data to continuously assess the effectiveness of student experience services and programs and make improvements based on outcomes.
- Leverage on technology to enhance the student experience, including the use of digital platforms for communications, feedback and engagement.
- Partner with Academic department, Registrar, university partners and other stakeholders to create a unified approach to the student experience.
- Work closely with academic leadership to integrate student experience within the learning environment, ensuring seamless communication between academic and non-academic student services.
- Lead the response to student crises or urgent concerns, working with internal teams to ensure students receive the necessary support in challenging situations.
- Resolve critical student escalations and ensure effective management of concerns, dismissals and conduct violations.
- Motivate and engage team promoting innovation and creativity to help achieve performance objectives.
- Encourage teamwork and initiative through leadership to help foster a high performing, results driven culture.
- Establish team and individual goals and support growth through professional development plans.
QUALIFICATIONS
- A recognized degree in any related field.
- Minimum of 8 years of experience in student services, student affairs, or a related area, with at least 3 years in a leadership role.
- Experience working in a higher education institution and preferably in student affairs, student engagement or related field.
- Familiarity with accreditation standards and regulatory requirements related to student services.
- Proven track record in designing and implementing successful student experience initiatives. A creative thinker who can innovate within student programs and services.
- Demonstrated leadership and management skills at an operational level including effective management of people, resources and financial parameters.
- Proven ability to build strong relationships with students, faculty, staff, and external stakeholders.
- Demonstrated customer service skills, including cross cultural sensitivity and exceptional interpersonal skills.
- Strong problem-solving abilities and a proactive approach to identifying and addressing challenges.
- Strong understanding of the student lifecycle and the challenges faced by diverse student populations.
- Experience in crisis management and supporting student in distress.
- Strong organizational and project management skills, with an ability to work under pressure & prioritize tasks in a fast-paced environment effectively.
- Familiarity with student success technology platforms and engagement tools would be an added advantage.
- Possess a data-driven mindset with experience in gathering and interpreting student feedback and using insights to inform decision-making.
- Excellent verbal and written communication skills.
- Excellent team and business building skills. Ability to lead and foster creative & highly initiative staff.
OTHER INFORMATION
- Working Hours: Monday to Friday, 9am to 6pm.
- Work Arrangements: Hybrid (Blend of in-office and remote work)
- Location: Wilkie Edge