Manager, Ie Student Experience - Madrid, España - IE University
Descripción
Overview:
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 studentfacing 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 35 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
- Problemsolving skills to quickly address concerns, queries and feedback in a constructive and actionoriented 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.
- Flexibility in schedule.
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