Online Student Experience Advisor

The University of Sydney; Sydney; On-site; AUD 107,000 - 116,000; Full time

Job summary

The University of Sydney Business School is seeking two Online Student Experience Advisors to support end-to-end online postgraduate student journeys from the Darlington Campus, applying a tier-based operating model to resolve enquiries and route to central or faculty services.

They will document touchpoints, manage records, dashboards and data-sharing processes, and prepare analysis and reporting to inform continuous improvement of the student experience.

Qualifications

• Bachelor's degree in a relevant discipline or equivalent experience.
• Excellent written and verbal communication, handling a broad range of enquiries with high-quality customer service.
• Understanding of student experience and ability to develop and evaluate training programs.

Responsibilities

• Support the end-to-end online postgraduate student journey by documenting touchpoints and identifying pain points for improvements.
• Administer function-specific systems, including records management, logging, workflows and dashboards; provide first-line system support.
• Document data-sharing processes between function, faculty and central units; test changes for data integrity and privacy compliance.
• Prepare data analysis and reporting for steering committees and working groups to inform decision-making and continuous improvement.

Skills

Communication skills

Problem solving

Data analysis

Postgraduate student support

Education

Bachelor's degree

Tools

Records management

Workflows

Dashboards

Interaction logging

Job description

• Two Full-time, 2 Year Fixed Term positions, located on the Darlington Campus, at The University of Sydney Business School


• An opportunity to support end-to-end online post- postgraduate student journey


• Base Salary HEO 6, $107,312 p.a. - $115,686 p.a. + 17% superannuation

About the opportunity

The University of Sydney Business School is seeking two experienced Online Student Experience Advisors to help develop and deliver case management, onboarding and proactive retention support for online post-experience postgraduate students, applying the tier-based operating model to resolve or route enquiries to central or faculty services. They deliver the student-facing stages of the end-to-end student journey and contribute to its development through touchpoint documentation, friction analysis, and testing with live cohorts. They may produce reports on service volumes, response times, and outcomes to inform continuous improvement.

Your key responsibilities will be to:

• support the end-to-end online postgraduate student journey by documenting student touchpoints, identifying pain points through case data and feedback, and contributing to improvements in student communications and experience


• administer function-specific systems, including records management, interaction logging, workflows and dashboards, and provide first-line system support to the team


• document data-sharing processes between the function, faculty and central units, and test changes to ensure data integrity and privacy compliance


• prepare data analysis and reporting for steering committees and working groups to support informed decision-making and continuous improvement.

About you

We are seeking two exceptional Online Student Experience Advisors, who possess:

• a bachelor's degree in a relevant discipline, or an equivalent combination of education, training and experience


• excellent written and verbal communication skills, with demonstrated experience managing a broad range of enquiries and delivering high-quality customer service, including the resolution of sensitive, complex and escalated matters


• an understanding of the student experience and its impact on service delivery, with the ability to develop, deliver and evaluate training programs and student support initiatives


• strong problem-solving skills, with the ability to analyse issues, exercise sound judgement and identify practical solutions


• well-developed data analysis skills, including the ability to query, validate and interpret data, and identify trends, patterns and insights


• experience supporting postgraduate students, preferably within a tertiary education environment.

Work rights for Australia

You must have unrestricted work rights in Australia for the duration of this employment to apply. Visa sponsorship is not available for this appointment.

Pre-employment checks and declarations

Your employment is conditional upon the successful completion of all pre-employment or background checks required for the role in terms satisfactory to the University. Also, to meet the University’s obligations under the National Higher Education Code to Prevent and Eliminate Gender-Based Violence you will be asked to declare if you have been investigated for, or found to engaged in, sexual harm or gender-based violence in the course of previous employment or in a legal process. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.

EEO statement

At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTIQ+. We welcome applications from candidates from all backgrounds.

We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Gold employer. Find out more about our work on diversity and inclusion.

The University reserves the right not to proceed with any appointment.