Vice President - Customer Experience - Education

1. Drive a - customer first approach to enquirer and applicant management

2. Developing holistic customer journeys and shaping all customer touchpoints: in order to drive customer engagement rates across all stages of engagement,

3. Shaping the MDX Customer Experience strategy in a way that enables us to acquire, convert and retain more engaged and loyal customers.

4. Developing and implementing an overarching customer communication plan in relation to customer information needs.

5. Drive appropriate level of audience segmentation to deliver personalised and relevant customer touch-points,

6. Own conversion targets and plans across all stages

7. Take responsibility for regular updates of the effectiveness of these plans against targets and adapt all communication plans to reflect the changing needs of audiences.

8. Development, management, implementation of and overall responsibility of customer experience integrated with digital and direct comms tactics,

9. Setting clear, ambitious and achievable targets for all activities and actions; monitoring, evaluating and feeding the insight back to plans, adapting the deliverables, and activating innovation

10. Managing the budget for the Customer Experience and Conversion group, ensuring effective use of resources and appropriate allocation in line with overall priorities,

11. Strong focus on streamlining event management processes across the portfolio and sharing best practice,

12 Managing relationships with key client stakeholders,

13. Leading on the vision and strategy of Experience, utilising service as a key selling point

14. Shaping all touchpoints - direct, phone, digital and on-campus experiences to deliver seamless, effective and positive experience and utilise those touchpoints to further enhance applicant conversion,

15. Establishing a holistic framework of customer touchpoints, digital, direct and via social media channels

16. Managing a framework of qualitative and quantitative measures that would allow the team to effectively monitor and evaluate customer satisfaction for all activities

17. Responsibility for active monitoring of customer needs and development of ideas and initiatives to ensure the above are met

18. Ensuring all touch points with customers have a clear focus, functional framework and messages are clearly embedded throughout the portfolio.

19. Overview and ownership of messaging, where relevant to customer touchpoints

20. Effective communication of brand values, institutional strengths and USPs through all customer touchpoints

21. Oversee all customer facing communication plans and messages that have clear content and (where applicable) call to action and actively encourage various target audiences to interact with and are embedded throughout all customer touch points

22. Ensuring all officers have a clear understanding of the motivations of the target market

23. Lead on the development of customer benchmarking tools and analysis, to understand activities undertaken by competitors with a focus on overall customer touch points

24. Effective allocation of a significant budget aligned to strategy development and annual planning; KPIs, reporting and measurement

25. Take full ownership of key performance indicators relevant to particular stages of customer engagement

26. Manage a team of 10 team members who will be managing key relationships.