Online Postgrad Experience Navigator

Usyd; Tees Valley; On-site; GBP 57,000 - 61,000; Full time

Job summary

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

Qualifications

• Bachelor's degree in a relevant discipline or equivalent experience
• Excellent written and verbal communication with customer service experience handling sensitive, complex, escalated matters
• Understanding of student experience and ability to develop, deliver and evaluate training programs and student support initiatives
• Strong problem-solving skills, ability to analyse issues, exercise judgement and identify practical solutions
• Well-developed data analysis skills, ability to query, validate and interpret data, identify trends and insights
• Experience supporting postgraduate students, preferably within tertiary education

Responsibilities

• Support end-to-end online postgraduate student journey through case management, onboarding and proactive retention activities
• Deliver student-facing stages of the journey and contribute to its development via touchpoint documentation and friction analysis
• Produce reports on service volumes, response times and outcomes to inform continuous improvement

Job description

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