Learner Experience Guide

Kaizen Lab Inc.; Edmonton; Hybrid; CAD 45,000 - 55,000; Full time

Benefits offered by this job

Hybrid work

Dental care

Disability insurance

RRSP match

Paid time off

Tuition assistance

Job summary

Robertson College is seeking a Learner Experience Guide to support students from onboarding through graduation. You will serve as the primary contact, manage onboarding activities, and coordinate resources within a hybrid Calgary/Edmonton setting.

Responsibilities include guiding residents through orientations, addressing non-academic issues via Salesforce, and assisting with graduation tasks while maintaining meticulous records. A diverse, inclusive environment is emphasized.

Qualifications

• Strong communication and customer service skills are essential.
• Ability to multitask and meet deadlines in a fast-paced environment.
• Experience with course development software or LMS is a plus.

Responsibilities

• Be the first point of contact for enrolled students using phone, Salesforce, virtual meetings, and in-person interactions.
• Facilitate orientations and workshops to integrate new learners into Robertson College.
• Monitor early student progress and provide proactive support as needed.
• Assist with graduation coordination and checks.
• Print student IDs and process bus pass requests when required.

Skills

Communication skills

Customer service

Multitasking

Time management

Independent worker

Digital literacy

Education

Post-secondary education

Tools

Salesforce

LMS

Job description

Robertson is the School of New Work. Our vision is for everyone to have a good life through a prosperous and fulfilling career. Robertson’s mission is to empower our students with the most relevant training and up-to-date industry insights to thrive in a modern work environment.

The Robertson team assists both during and after graduation to ensure students have the tools they need to succeed in a new career. Robertson team members serve as guides for our students on their career paths as they navigate their college and educational experiences during their time at Robertson.

Role Overview

The Learner Experience Guide (LEG) is the primary advocate and navigator for students throughout their entire journey at Robertson. They are the first point of contact and are responsible for the onboarding of new learners within the first 30 days of enrollment, with ongoing engagement support. This role ensures students are supported from enrollment to graduation. The LEG team manages non-academic barriers, facilitates essential assessments, and acts as the central hub for student communication and resource referral.

Key Responsibilities

Student Onboarding & Early Engagement

• Serve as the first point of contact for all enrolled students starting in a given month via phone, Salesforce ticketing, virtual meetings and in-person.
• Facilitate student orientations and webinars/workshops designed to integrate new learners into the college environment.
• Administer and proctor mature entrance assessments to ensure students are prepared for their academic programs, as needed.
• Monitor student progress during the critical early stages of their program and engage proactively when support is needed.
• Participate in the activation of student Salesforce accounts as required with leadership oversight.

Comprehensive Learner Support

• Participate in the Learner Review Committee (LRC) process; draft and send applicable communications and support learners flagged for intervention.
• Facilitate requests for additional support by referring students to academic teams or external agencies.
• Respond to all inquiries regarding non-academic issues, triaging complex matters to the appropriate departments.
• Respond to student support requests via the Salesforce Ticketing system as per service standards.
• Assist with graduation coordination as required.
• Complete student graduation checks as required.
• Print student IDs and process bus pass requests as required.

Records, Documentation & Graduation

• Perform regular audits to ensure student engagement is consistent and files are accurately maintained per regulatory requirements.
• Complete graduation review checks, including the review of student files before program completion.
• Oversee the printing and distribution of diplomas and transcripts.
• Process legal name change requests and continuously update internal process documents to reflect current workflows.

Collaborative & College Activities

• Liaise between students and internal teams to solve multi-faceted problems.
• Accurately communicate student feedback to internal departments to drive improvements in the student experience.
• Participate in staff meetings, training sessions, and special projects, including providing reception coverage as required.
• Provide reception coverage as required.

Minimum Qualifications

• Post-secondary education is an asset.
• Work experience within a business and/or post-secondary education setting; a general or specific understanding of careers within healthcare, community service, business, and technology is an asset.
• An understanding of the needs of a diverse student population and how to interact effectively with a multicultural student body.
• Ability to work independently, prioritize work, and coordinate tasks to meet end results in a fast-paced environment.
• Knowledge and experience with course development software and Learning Management Systems (LMS) would be an asset.
• Strong communication and customer service skills, and the ability to build andmaintain effective working relationships with students, stakeholders, and team members.
• Ability to multitask and manage deadlines in a fast-paced environment.
• Highly self-motivated and self-directed; objective-oriented with a high-level attention to detail.
• Ability to work in a diverse, inclusive environment.
• Strong problem-solving, analytical, and critical thinking skills.
• Strong computer and digital literacy skills.
• A clear Criminal Record Check.

Job Types: Full-time

Location: Calgary/Edmonton

Schedule: Monday to Friday

Starting Annual Salary: $45,000

Why Work With Us

Education Canada Group (the parent company of Robertson College) is an equal opportunity employer. We believe that having a diverse and inclusive workplace is not only the right thing to do, but also what will take our team to the next level. Diversity is a strength that allows our team to reach new heights. Our team is as diverse as our learners, with individuals coming from a variety of different cultures, ethnicities, and backgrounds. From our front-line team members to the CEO, we are committed to creating an environment that respects each individual’s background, experience, ideas and perspectives. Our dedication to creating an environment that is welcoming and inclusive of everyone, regardless of their age, race, ethnicity, religion, gender, sexual orientation, socio-economic background, physical ability, and other differences, is evident in the way we communicate, in our day-to-day actions, and in how we celebrate.

Our culture is one of inclusion and respect, and we are committed to continuous growth and to creating and maintaining an environment of belonging.

Don’t feel like you meet every requirement? We encourage you to apply anyways! Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single requirement. We don't look for flawless checklists; we look for potential, passion, and purpose. As an education provider, we believe in growth and continuous learning. If you possess the drive and share our core values, your unique perspective might be exactly what our team is missing.

We offer:

• Work Life Balance- Hybrid work for most positions (after successful completion of probation).
• Career Development- opportunities for tuition assistance for professional growth and skill development
• $25 Cell phone allowance at hire for most employees
• Dental Care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off - Three weeks vacation at start, five personal days, two extra PTO days for #CelebrateEverything, MeTime for most employees every week.
• Paid time off for most positions over the Christmas holiday break (up to 3 days)
• RRSP match
• Vision care
• Opportunities to join campus committees: Social, DEI&B, Health and Safety and Artificial Intelligence - You can choose what you’re passionate about and let your leadership skills shine!

If you would like to request reasonable accommodations for the interview process, please let us know.

All applicants must be legally eligible to work in Canada. You will be required to provide documentation demonstrating your eligibility, such as a valid work permit or proof of Canadian citizenship or permanent resident status.

As a company we are committed to uplifting indigenous voices, respecting traditional lands, raising awareness and working in collaboration with Indigenous partners in the spirit of reconciliation. We acknowledge that our campus located in Winnipeg is on Treaty 1 territory, the traditional lands and waters of Anishinaabe [AH - NISH - AH - NAH – BAY], Ininiwak, Anishininiwak, Dakota, and Dene (DEN-EH) peoples, and the National Homeland of the Red River Métis. We acknowledge that our water is sourced from Shoal Lake 40 First Nation located on Treaty 3.

In Alberta, We acknowledge Robertson College is on the traditional territories of the Blackfoot Confederacy (Siksika, Kainai (Gay-aynah), Piikani (Pe-gun-ee)), the Tsuut’ina (soot-tin-a), the Iyarhe (E-a-hey) Nakoda Nations, the Métis Nation (Region 3), and all people who make their homes in the Treaty 7 region of Southern Alberta.

In Edmonton on Treaty 6 territory, a traditional gathering place, traveling route and home for many Indigenous Peoples including the Nehiyawak/Cree, Tsuut’ina, Niitsitapi/Blackfoot, Métis, Nakota Sioux, Haudenosaunee/Iroquois, Dene Suliné, Anishinaabe/Ojibway/Saulteaux, and the Inuk/Inuit.

We thank all applicants, but only those selected for an interview will be contacted.