The Head of Student Success and Experience will be a key leader in realising Heriot-Watt's vision for digital education. The role will shape and execute strategies that drive sustainable growth, harness the university's global reputation, and position it as a leader in digital education worldwide.
Requirements
- Develop and execute a student success strategy, aligned with the Online Campus objectives
- Drive initiatives to enhance student satisfaction, retention, and progression across all programmes and portfolios
- Establish KPIs for student success, measuring and improving student outcomes through data-driven decision-making
- Lead the Student Success team, ensuring learners receive high-quality support at scale
- Create and oversee a proactive, data-informed student support model, ensuring effective interventions that drive engagement and retention
- Develop and implement strategies for onboarding, induction, and digital skills development for learners
- Develop a community-building strategy and champion initiatives that foster belonging, peer-to-peer engagement, and student-led networks
- Collaborate with marketing, academic, and operational teams to enhance student communications and engagement touchpoints
- Own and refine key student success processes, from enrolment through to graduation, ensuring seamless coordination across teams
- Develop a strong, collaborative working relationship with the Head of Marketing and Recruitment (Online Campus) and Head of Registry (Online Campus)
- Use data analytics to monitor student engagement patterns, identifying and addressing potential risk factors for retention
- Drive continuous improvement in student support interventions, faculty-student interactions, and pastoral care models
- Contribute to and hold an awareness of student policies related to assessment, curriculum, progression and student support
- Use CRM and student records tools, as well as the VLE and other platforms, to monitor and enhance student engagement and communications
- Establish ownership and manage the ideal Student Success tech-stack (CRM, SRS, emailing platform, etc.)
- Draw up business cases and get buy-in for systems and tech developments or enhancements needed to deliver on Student Success initiatives and KPIs
- Ensure the team are properly trained in the use of relevant systems and platforms
- Draw up process documentation and monitor use of relevant systems and platforms to ensure correct and optimal use
- Work in partnership with the Head of Registry (Online Campus) to ensure CRM, student records and other systems align with academic operations requirements
- Recruit, develop, and lead a high-performing Student Success team, ensuring they are equipped with the necessary skills and resources to support students effectively
- Foster a student-first culture and ensure best practices in online student support are continuously adopted
- Set and manage the Student Success budget, optimising resources while achieving strategic objectives
Benefits
- 33 days annual leave
- 9 building closed days
- Christmas Eve as a paid holiday
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Visa Sponsorship
- Four Day Work Week
- Generous Parental Leave
- Tuition Reimbursement
- Relocation Assistance
