Director of Student Experience & Service Transformation

Hatch Asia; Kuala Lumpur; On-site; MYR 300,000 - 420,000; Full time

Job summary

Hatch Asia is leading the search for a Senior Director, Student Experience for a prominent higher education institution in Southeast Asia. This strategic role reports to the COO and drives a coherent, student-centered experience across the full lifecycle.

The candidate will transform fragmented services into an end-to-end system, establish governance and standards, and embed data-driven design to improve retention and satisfaction across campuses.

Qualifications

• Senior leadership experience in student experience, service operations, or complex service ecosystems.
• Strong enterprise and systems thinking, with ability to influence across boundaries.
• Proven track record of translating strategy into service standards, KPIs, and improvements.
• Experience leveraging data and digital enablement to enhance journeys and operations.
• High stakeholder maturity and credibility with academic leaders and executives.
• Student-centric mindset driving empathy, accountability, and service excellence.

Responsibilities

• Transform fragmented student services into an end-to-end student experience system.
• Establish governance, standards, and accountability across decentralised functions.
• Embed data, journey mapping and service design to reduce pain points and improve retention.
• Partner with Digital & Technology to enable omni-channel and self-service engagement.
• Align academic, operational, and support functions to deliver a consistent campus experience.
• Drive measurable improvements in satisfaction and service performance.

Skills

Senior leadership

Enterprise thinking

Strategy to standards

Data & digital enablement

Stakeholder maturity

Student-centric mindset

Job description

Hatch Asia is leading the search for a Senior Director, Student Experience for a prominent higher education institution in Southeast Asia. This strategic role reports to the COO and drives a coherent, student-centered experience across the full lifecycle.

The candidate will transform fragmented services into an end-to-end system, establish governance and standards, and embed data-driven design to improve retention and satisfaction across campuses.