Head of Parent Experience (UK)

Cognita; Greater London; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Aviva Pension

25 Days Holiday Allowance + Bank HOL

School fee discount

Exclusive third-party discounts

Professional Development

Job summary

Cognita is seeking a Head of Parent Experience for the UK to lead the strategy and delivery of exceptional family journeys across our UK portfolio. The role focuses on conversion, loyalty and long-term retention through hospitality-led experiences.

You will own QA programs, events, and onboarding standards while coaching school leaders to raise capabilities and ensure consistent delivery across sites. Regular travel within the UK is required.

Qualifications

• Proven leadership of customer/parent experience in multi-site settings.
• Experience owning QA, audit or mystery shopping across sites.
• Experience designing or elevating flagship experiences for premium audiences.
• Experience delivering onboarding, retention and service recovery.
• Strong data usage to diagnose conversion and retention issues.

Responsibilities

• Build a culture of hospitality and tailor interactions across schools.
• Shape and manage flagship events and community occasions.
• Run UK quality assurance with audits, mystery shopping and spot checks.
• Ensure smooth onboarding and first 90 days for new families.
• Track touchpoints from enquiry to re-enrolment using CRM and data insights.
• Maintain retention as a school-wide priority with leadership and teams.
• Coach school leaders and Parent Experience teams and manage performance rhythm.

Skills

Leadership

Data analysis

Customer experience

Multi-site management

Coaching

Education

Degree-level education

Tools

CRM software

NPS/surveys

Job description

Head of Parent Experience, UK

UK-based, with regular travel across UK school sites | Marketing, Sales & Experience | Reports to the Head of Marketing, Sales & Parent Experience, UK and Southern Europe

About Cognita:

Cognita is a global leader in independent education. Founded in 2004, we are a growing community of 90 schools in 21 countries - in Europe, North America, Latin America, Asia and the Middle East - serving more than 100,000 students. Each of our schools are proudly unique, however our collective purpose is to create an environment where everyone can, "Thrive in a rapidly evolving world".

About the Role:

When a parent chooses a Cognita school, we want them to feel they made the right choice, from the first call to the first day and every ordinary day after that. As Head of Parent Experience, you’ll shape that feeling across our whole UK portfolio. You’ll be accountable for results that show it: stronger conversion, deeper loyalty and families who stay.

What you'll be doing:

• Building a culture of Unreasonable Hospitality. You’ll help every school team anticipate what families need and personalise every interaction, from Front of House to academic and pastoral conversations. You’ll adapt our Group playbooks to each school’s community while keeping the standard premium everywhere.
• Making signature events unforgettable. You’ll shape a portfolio of flagship, transition and community occasions that feel distinctive and true to each school, and that families talk about for years to come.
• Holding the line on quality. You’ll run our UK quality assurance programme, using audits, mystery shopping and spot checks. You’ll calibrate standards so a family at one school gets the same exceptional experience as a family at any other, and you’ll close any gaps with clear action plans.
• Getting new families off to a great start. You’ll embed our standards across pre-arrival, the first day and the first 30, 60 and 90 days. When things go wrong, you’ll make sure they’re put right quickly, with empathy and ownership.
• Following the data. You’ll map every touchpoint from enquiry to re-enrolment and use CRM, experience and conversion data to see where families disengage and where they thrive. You’ll use that evidence to decide where to focus effort and investment.
• Keeping families with us. You’ll make retention a whole-school priority alongside Heads and SLTs. You’ll use our Voice of Parent framework, including NPS, surveys and withdrawal insight, to turn feedback into visible action. You’ll spot withdrawal risk early, and strengthen belonging and advocacy through parent ambassadors, referrals and community engagement.
• Building capability in school teams. You’ll coach school leaders and Parent Experience teams so exceptional hospitality is simply how we do things. You’ll run the UK performance rhythm, lead focused recovery plans in priority schools, and work with Marketing & Admissions so tours and open days support conversion. You’ll also give leadership a clear view of UK conversion, retention and family sentiment. You’ll line manage school-based Parent Experience Managers and Executives (dotted line).

Who we're looking for:

You know what great hospitality feels like, and you can show the numbers that prove it works. You’re a hands‑on coach and a sharp analyst, you hold high standards with warmth, and you’re confident enough to raise the bar in schools you don’t run.

You'll have:

• Proven experience leading customer, guest or parent experience within a multi-site education, hospitality or premium consumer environment, with a track record of raising service standards and measurably improving retention, loyalty or lifetime value
• Experience owning quality assurance, audit or mystery-shopping programmes that hold standards consistently across multiple sites
• Experience designing, curating or elevating signature events or flagship experiences for a premium audience
• Experience owning experience delivery, including onboarding, retention, feedback and service recovery
• Confidence using data and analytics to understand touchpoints, diagnose conversion and retention issues, target interventions and make a commercial, evidence-based case for change
• Practical, hands‑on coaching ability, with a record of raising the capability and consistency of school-based teams
• Degree-level education or equivalent professional experience

Benefits at Cognita:

• Competitive salary depending upon qualifications and experience
• Aviva Pension
• 25 Days Holiday Allowance + Bank Holidays
• School fee discount
• Exclusive third-party discounts
• Professional Development

For the role profile, please Click Here.

We are an equal opportunities employer committed to diversity and treating all employees with dignity and respect regardless of background.

All appointments are subject to safer recruitment checks, including an enhanced DBS check. Our Safeguarding and Child Protection Policy is available on the school website. Details on Recruitment of Ex-Offenders is included within the Application Guidance.

The Closing Date for Applications is: Sunday 25th October.