Student Experience Specialist CX

The Student Experience Specialist (CX) is responsible for monitoring, analyzing, and enhancing the end to end student journey from enrollment through graduation. Acting as the voice of the student
, this role evaluates key digital and physical touchpoints-including student portals, Blackboard, campus facilities, academic support, and student services-to identify pain points and opportunities for improvement. Through student feedback, journey mapping, behavioral insights, and cross functional collaboration, the specialist develops initiatives that improve student satisfaction, engagement, retention, and overall experience while strengthening students' connection with the institution.

• Map and continuously evaluate the end to end student journey from enrollment through graduation.
• Identify critical student touchpoints and "moments of truth" that significantly influence satisfaction, engagement, and perception of the institution.
• Identify pain points, service gaps, and recurring challenges and recommend practical improvements.
• Develop student experience initiatives based on feedback, behavioral insights, and institutional priorities.
• Monitor the effectiveness of implemented improvements and recommend further enhancements.

• Evaluate the student experience across digital platforms, including student portals, Blackboard/LMS, mobile applications, and other student facing systems.
• Collaborate with IT, Digital, and relevant teams to identify usability issues and recommend improvements to student facing digital journeys.
• Support the development of intuitive, accessible, and student friendly digital experiences.
• Analyze student usage and feedback to identify opportunities for process simplification and personalization.

• Develop and manage Voice of Student (VoS) initiatives across the institution.
• Design and administer student satisfaction surveys, including NPS, CSAT, pulse surveys, and other feedback mechanisms
  .
• Conduct focus groups and other qualitative research to better understand student needs and expectations.
• Analyze feedback across programs, campuses, and different stages of the student journey.
• Translate student feedback and experience data into clear, actionable recommendations for relevant departments.
• Establish effective closed loop feedback processes to ensure student concerns are acknowledged, assigned, addressed, and followed up.

• Monitor student sentiment through surveys, feedback channels, social listening, complaints, and other available data sources.
• Identify recurring issues and emerging trends that may impact student satisfaction or institutional reputation.
• Develop dashboards and reports highlighting student experience trends, pain points, and improvement opportunities.
• Present insights and recommendations to relevant stakeholders to support data driven decision making.

• Develop initiatives that strengthen students' sense of belonging, engagement, and connection with the campus community.
• Support student engagement programs, mentorship initiatives, student clubs, campus activations, and community building activities.
• Collaborate with Student Affairs and other relevant departments to improve the overall student experience beyond the classroom.
• Identify opportunities to celebrate student achievements and strengthen positive student stories and experiences.
• Develop and support structured student ambassador and advocacy programs
  .
• Identify engaged students who can positively represent the institution and contribute to approved student led content and initiatives.
• Collaborate with Marketing, Social Media, and Content teams to appropriately showcase authentic student experiences and success stories.
• Encourage positive advocacy while ensuring student participation remains voluntary, authentic, and aligned with institutional guidelines.

• Collaborate with Academic Affairs, Student Affairs, IT, and other relevant teams to identify patterns associated with student disengagement.
• Analyze available student engagement indicators from Blackboard/LMS, SIS, surveys, and other relevant sources.
• Support the development of targeted engagement and experience improvement initiatives for students who may be at risk of disengagement.
• Track the impact of student experience initiatives on satisfaction, engagement, and retention indicators.

• Support the development of student service standards across key student facing functions.
• Monitor student experiences across Admissions, Registration, Finance, Academic Services, Student Affairs, Facilities, and other relevant touchpoints.
• Collaborate with Quality Assurance and departmental stakeholders to identify service gaps and improvement opportunities.
• Promote a consistent, professional, responsive, and student centered experience across all…