Heriot-Watt University22h ago

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Head of Student Success and Experience

United Kingdomexecutive

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Quick Summary

Overview

Job Title: Head of Student Success and Experience (Online Campus) Grade and Salary: Grade 9 - £58,225 to £69,488 FTE and working pattern: Full Time (1FTE), Open ended Annual Leave: 33 days, plus 9 buildings closed days (and Christmas Eve when it falls on a weekday).

Key Responsibilities

Strategic leadership 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.

Technical Tools

b2bdata-analysisforecastingpeople-managementproject-managementstakeholder-management

Job Title: Head of Student Success and Experience (Online Campus)

Grade and Salary: Grade 9 - £58,225 to £69,488

What We Offer

~6 min read

✓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.

✓Contribute to annual student number planning and financial planning, updating forecasting based on data insights

✓Advocate for student experience excellence within the Online Campus Leadership Team and across Heriot-Watt University.

✓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 (e.g. academic, technical, operations, finance, etc.).

✓Develop a strong, collaborative working relationship with the Head of Marketing and Recruitment (Online Campus) and Head of Registry (Online Campus), jointly reviewing and optimizing the end-to-end student lifecycle processes to ensure a consistent, efficient and seamless student experience, ensuring excellent student experience and retention.

✓Work with the Head of Off-Campus Students to ensure complaint management and escalation pathways support positive student experiences and timely resolution.

✓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, ensuring students are given accurate, up to date guidance.

✓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.) to ensure the scale and quality of the student success offering.

✓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.

✓Work closely with Recruitment, Marketing, Digital Education and Registry & Academic Services (RAS) teams to align student success efforts with strategies aimed at improving student recruitment and learning experiences.

✓Ensure alignment between Student Recruitment, Registry & Academic Services (RAS) and Student Success processes, including onboarding, enrolment, progression and graduation work flows.

✓Provide insights into student behaviour and success metrics to inform marketing, programme design and institutional strategy.

✓Support key institutional initiatives, including B2B/Employer partnerships and scholarship programmes.

✓Lead the approach to tracking and reporting on student progression and satisfaction metrics.

✓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.

✓Knowledge of best practices in student lifecycle and experience management.

✓Knowledge of or experience in a higher education setting, preferably in an online learning environment.

✓Proven ability to drive measurable improvements in student retention, engagement, belonging and satisfaction.

✓Expertise in data-driven decision-making, using data to inform decision-making.

✓Strong team leadership experience, with a track record of managing and growing successful teams.

✓Demonstrated success in cross-functional collaboration, working with academic, operational, and marketing teams to enhance student outcomes.

✓Exceptional communication, stakeholder management, problem-solving and influencing skills.

✓Demonstrable experience of managing resources, workloads and changing priorities for self and others.

✓Demonstrable ability to work within a fast-changing environment.

✓Project management skills including resource management, project reporting and budgeting.

✓Demonstrable experience of leading and managing change.

✓Track record of achieving results in a high growth environment with a commercial focus.

✓Experience with CRM tools and student success platforms to monitor and enhance student engagement.

✓Understanding of global online education trends and the challenges facing diverse, international student populations.

✓Familiarity with B2B student engagement and employer-sponsored learning models.

Please submit via the Heriot-Watt on-line recruitment system (1) Cover letter describing their interest and suitability for the post; (2) Full CV.

Applications can be submitted up to 23:55 (UK time) on 29^th May 2026

At Heriot Watt we are passionate about our values and look to them to connect our people globally and to help us collaborate and celebrate our success through working together. Our research programmes can deliver real world impact which is achieved through the diversity of our international community and the recognition of creative talent that connects our global team.

Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with well-being and inclusiveness at the heart of our global community.

Heriot-Watt University is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected, trained, promoted, appraised and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all.

Heriot-Watt University values diversity across our University community and welcomes applications from all sectors of society, particularly from underrepresented groups. For more information, please see our website https://www.hw.ac.uk/uk/services/equality-diversity.htm and also our award-winning work in Disability Inclusive Science Careers https://disc.hw.ac.uk/ .

We welcome and will consider flexible working patterns e.g. part-time working and job share options.

Use our total rewards calculator: https://www.hw.ac.uk/about/work/total-rewards-calculator.htm to see the value of benefits provided by Heriot-Watt University.