Associate Director, Student Experience

CGR Services; Waikato; On-site; NZD 123,000 - 141,000; Full time

Benefits offered by this job

University leave

Competitive superannuation

Flexible working

Onsite parking

Discounted gym membership

Job summary

The University of Waikato is seeking an Associate Director, Student Experience to provide strategic leadership and operational oversight across student experience functions. You will lead a team delivering enquiries, frontline operations, student voice and orientation initiatives, and Te Manawa stewardship as a dynamic student hub.

The role emphasizes belonging, accessibility and service excellence, with a postgraduate qualification or extensive experience and a commitment to Te Tiriti o

Qualifications

• Experience leading student experience, student services, frontline service delivery or a similar complex service environment.
• Ability to provide strategic leadership and manage people, teams and service operations.
• Experience leading service improvement, change or innovation in student-facing environments.

Responsibilities

• Lead the services and spaces that make students feel welcome, connected and supported.
• Oversee enquiries and frontline operations, student voice and representation, and orientation initiatives.
• Manage budgets, resources and rosters across extended service hours.
• Drive integrated, technology-enabled services and customer-focused processes.

Skills

Leadership

Strategic thinking

Student experience

Project management

Communication

Stakeholder engagement

Māori understanding

Education

Postgraduate qualification or relevant bachelor's degree with extensive experience

Tools

Student service systems

Job description

Associate Director, Student Experience New Zealand Government - Waikato, Waikato, NZ

About the role

Lead the services and spaces that make students feel welcome, connected and supported across their time at Waikato.

• Continuing, full-time role based at our Hillcrest Campus.
• Additional university leave and competitive superannuation.
• Flexible working, onsite parking and discounted gym membership.

Ngłī kłōŃ mŏ tůranga - About the role This is an exciting time for the University, and for the Deputy Vice-Chancellor (Academic) portfolio in particular, as it builds a more connected experience for students from admission through to graduation. The Deputy Vice-Chancellor (Academic) is responsible for teaching and learning, curriculum oversight, academic governance and quality assurance, student administration and enrolment, and the pastoral care and support of students. The portfolio is undergoing significant change to put students at the centre and align its services and leadership with the University’s future direction. This role has been created to help lead and shape that work. As the portfolio undergoes transformational change to better support student success, strengthen the student experience, and ensure services and leadership are aligned to the University’s future direction, this newly established role has been created. The purpose of the role is to provide strategic leadership and operational oversight of the University’s student experience functions across key touchpoints and service environments. Reporting to the Director of Student Services, you will lead a team of managers and professional staff delivering enquiries and frontline operations, student voice and representation, pre-arrival, arrival and orientation, on-campus experience initiatives, and the stewardship of Te Manawa as a vibrant student hub, including its 24/7 building and weekend service model. The role will contribute to shaping a more connected and responsive portfolio that enables students to thrive, supports staff to deliver high-quality services and learning experiences, and helps ensure the University continues to meet the evolving needs and expectations of its students. While the purpose of the role is clear, there is genuine scope for the successful candidate to help shape how it evolves in practice. This is an opportunity to bring your expertise, influence direction, and make the role your own while contributing to the future of the University’s academic portfolio and the success of its students.

Salary and working hours

Salary will be in the range of $123,224 to $141,022 per year pro rata based on skills, knowledge and experience brought to the position. This is a full-time role (37.5 hours a week), based on our Hillcrest Campus.

Qualifications and experience

Ko wai koe? - Who are you? You are an experienced, people-centred leader with a track record in student experience, student services, frontline service delivery or a comparable complex service environment. You combine strategic thinking with hands-on operational delivery, and you bring a genuine commitment to belonging, accessibility and service excellence. You hold a postgraduate qualification with relevant experience, or a relevant bachelor’s degree with extensive experience. You will bring:

• Demonstrated experience leading student experience, student services, frontline service delivery or a comparable complex service environment.
• Proven ability to provide strategic leadership and manage people, teams and service operations effectively.
• Success in leading service improvement, change or innovation in student-facing environments, with a strong grasp of student engagement and service design.
• Capability in managing budgets, resources, rosters and performance outcomes across extended service hours or multi-channel environments.
• Proven ability to design and implement integrated, technology-enabled services and customer-focused processes.
• Excellent communication and relationship-building skills, with the ability to engage constructively across diverse stakeholders, including students and representative groups.
• A demonstrated understanding of and commitment to Te Tiriti o Waitangi and mātāuranga Māori, and the ability to apply this in leadership, decision-making and service delivery.

A relevant postgraduate qualification, experience with student service or customer relationship systems, and an understanding of the New Zealand tertiary environment would each be an advantage. Don’t meet every single requirement? Research shows that some people are less likely to apply for jobs unless they meet every qualification. At The University of Waikato, we’re committed to creating a diverse, inclusive, and genuine workplace. So, if you’re excited about this role but your experience doesn’t perfectly match every listed qualification, we still encourage you to apply. You might be just the right person for this or another opportunity on our team.

Who are we?

Ko wai mātā? - Who are we? Situated within the Deputy Vice-Chancellor (Academic) portfolio, Student Experience plays a critical role in creating a welcoming, connected and student-centred environment that supports success, belonging and engagement across the student lifecycle. We provide integrated, high-quality services and experiences across enquiries, student voice and representation, pre-arrival, arrival and orientation, the on-campus experience, and the stewardship of Te Manawa as a vibrant student hub. Our focus is on making every touchpoint responsive, accessible and genuinely student-centred. He aha ngā take me tono mai ai koe? - Why should you apply for this position? We want you to be part of our success! Our university stands proudly on the world stage as a provider of future-focused, international education and an active player in global research. Our rankings reflect these strengths.

Benefits and opportunities

Working with us means you’ll enjoy a satisfying work environment with many benefits. The University of Waikato is distinctive for the diversity of its staff and students and encourages applicants with the relevant capabilities from all backgrounds to apply. Applicants must have the legal right to live and work in NZ in accordance with the NZ Immigration regulations which can be found here.

Our policies are guided by the principles of the Treaty of Waitangi and equal opportunity for all. E herea ana te Whare WŀānĊ ki te kaupapa kia whakaratohia te mea angitū 0rite ki ngā tąngata katoa. Applications close on Sunday, 16 August 2026

Requisition number: 1003815