Global Head of Student Service Experience

Northeastern University; Boston (MA); On-site; USD 131,000 - 190,000; Full time

Benefits offered by this job

Medical benefits

Tuition assistance

Wellness program

Retirement plan

Job summary

Northeastern University’s Registrar Office seeks a Global Director of Global Service Experience to design and lead a federated service network serving students, parents, faculty, and administrators across multiple campuses and countries. The role emphasizes proactive service excellence, standardization, and continuous improvement through data-driven insights.

The leader will oversee regional Registrars, develop scalable service standards, and drive the deployment of ServiceNow solutions,

Qualifications

• Master’s degree or equivalent leadership in service design and excellence.
• Experience leading geographically distributed teams and measuring service outcomes.
• Experience with case management systems and service analytics.

Responsibilities

• Own the student service experience across the global network, setting standards and driving improvements.
• Lead and develop cluster Registrars with strategic direction and professional development.
• Design and implement consistent service standards across campuses while accommodating local needs.
• Champion the student lens in operations and policy decisions to ensure the student experience is the test of success.
• Build infrastructure for cluster-based service delivery, including SLA frameworks and knowledge sharing.

Skills

Leadership experience

Service design

Customer experience

Operational management

Case management systems

Education

Master's degree

Tools

ServiceNow

Job description

Northeastern University’s Registrar Office seeks a Global Director of Global Service Experience to design and lead a federated service network serving students, parents, faculty, and administrators across multiple campuses and countries. The role emphasizes proactive service excellence, standardization, and continuous improvement through data-driven insights.

The leader will oversee regional Registrars, develop scalable service standards, and drive the deployment of ServiceNow solutions,