Student Experience Coordinator

Reports to: Director of Student Life
Deadline: Open until filled
Date Posted: November 7, 2019
Employment Type: Full-time
Number of recruits: 1 (one)

* Scope of Work:
The Student Experience Coordinator will work closely with colleagues across the University to promote a student-centered, customer-focused, and service-oriented culture. Key to this goal is the development of student satisfaction metrics and associated reports, as well as the facilitation of face to face student feedback channels.

The incumbent will be responsible for developing a virtual one stop shop which will include an online knowledge base and access options that enable the University to be more responsive to student enquiries.

Effective communication with students is essential for a positive student experience. The incumbent will coordinate the maintenance of Student Life content on the public web site, as well as implement tools and processes to evaluate the effectiveness of student communication.

* Roles and Responsibilities:
The position’s duties and responsibilities include:
• Collaborate with student facing colleagues, in particular those in the Registrar’s Office, Financial Aid, Student Engagement, Residential Life, Wellness Center, Career Services, as well as Faculty, to promote a customer-focused, service-oriented environment, and ensure the success of a consolidated enquiry management approach.
• Develop processes leading to the implementation and maintenance of a knowledge base of resources intended to address the majority of enquiries received from students. Coordinate the deployment of this knowledge base as a virtual one stop shop service for answering students frequently asked questions.
• Develop metrics and KPIs related to key business drivers to consistently and effectively measure, benchmark, and report on the effectiveness of, and student satisfaction with facilities, student communications, student support services, and co-curricular activities.
• Organize the Student/Staff Liaison Committee (SSLC). As secretary of the SSLC, prepare agendas, papers, and maintain the rolling action sheet.
• Coordinate with Communications and IT Services on the development and maintenance of Student Life content on the public web site and the internal Community platform. Coordinate production of the quarterly Parents Newsletter.
• Keep up to date with current developments regarding customer service in the HE sectors, identify trends, research good practice, identify service shortfalls and anticipate service requirements accordingly, and then formulate and propose innovative solutions to optimize service quality, efficacy, and efficiency.
• Contribute to and influence the development of institutional policies and practices that support the continuous improvement of the student experience and therefore the retention of students. Use students as co-designers to achieve this objective.
• Contribute to the development of the Student Life budget for the coming year. Track expenditure against budget for the current budget period.
• Develop new and innovative technology ideas and/or process solutions to enhance student support services that meet the changing needs of students.

*Other duties

• Contribute to team effort by welcoming new and different work requirements; explore new opportunities to enhance the services of the department; help others accomplish related job results as and where needed.

Education and experience
• Bachelor's Degree. Master’s degree in a related discipline is preferred.
• Demonstrated experience in program evaluation in a customer service focused environment.
• Demonstrated experience in working with individuals and groups representing a wide range of diverse cultural, geographical, and socioeconomic backgrounds.
• Experience working with diverse college students in an advisory capacity.

Knowledge, Skills and Abilities
• Proficiency in both English and Vietnamese languages.
• Proficiency with MS Office to include Word, Excel, Outlook, as well as Salesforce and other database software.
• Interest in contributing to the design, implementation and evaluation of evidence-based student service initiatives.
• Strong customer service and interpersonal skills including tact, discretion, empathy, and cooperation to effectively handle highly stressful situations, make good decisions, work calmly and accurately, help to calm others, and listen to people's ideas and concerns.
• Ability to be an active team member not only providing co-workers with information, technique, instruction, feedback and encouragement to maximize their success on the job; but also fostering teamwork; promoting cooperation and commitment within a team to achieve goals.
• Ability to communicate concisely and effectively; and work collaboratively and cooperatively with diversity of stakeholders.
• Ability to complete tasks and projects on time; check for accuracy of own and others' work.
• Ability to use a constructive, positive approach to change.

- Competitive salary and high-end insurance schemes
- A dynamic, innovative and professional working environment where English is our functional language
- Excellent opportunities to attend workshops, seminars, and public talks organized by the university

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