Associate Director, School of Architecture & Design - Master's Programs

Overview
Are you interested in joining a dynamic and international team of professionals to transform education? IE University’s School of Architecture & Design is looking for an Associate Director, Student Experience (Master's Programs) to join its team!

The Associate Director, Student Experience is responsible for designing, delivering, and continuously improving the student experience across the School's Master's programs. The role ensures a seamless, engaging, and high-quality student journey through the integration of service excellence, quality assurance, student engagement, and data‑driven improvements.

Working closely with Academic Directors, Faculty, Program Managers, and administrative teams, the Associate Director acts as the voice of the student and leads initiatives that enhance satisfaction, engagement, retention, and overall program quality.

Responsibilities

Student Experience & Journey Management

Oversee the end‑to‑end student journey across Master's programs (both face‑to‑face and blended: MBARCH, MRED, GMRED, MINT and MDXR) under the supervision of the senior Associate Director

Develop scalable methods for mapping student journeys and identifying key touchpoints

Identify student needs, expectations, motivations, and pain points through direct engagement and feedback mechanisms

Create impactful "WOW moments" that strengthen engagement, belonging, and differentiation

Serve as a key point of contact for student experience‑related matters in coordination with academic directors and School management team

Academic Operations & Service Quality

Ensure the successful execution of key academic activities, including onboarding, bootcamps, immersions, workshops, assessments, study trips, and graduation‑related milestones

Coordinate stakeholders and resources required for smooth program delivery

Identify and implement improvements to operational processes that impact the student experience

Support Academic Directors and Program Teams in delivering a consistent and high‑quality student experience

Quality Assurance & Student Insights

Lead quality assurance processes related to student satisfaction, academic delivery, and service quality

Monitor student feedback and faculty performance through surveys (faculty, programs, etc.) and experience‑related KPIs

Analyse all student data and generate actionable recommendations

Design feedback loops to support continuous improvement of programs

Monitor key indicators such as participation, engagement, retention, and graduation rates

Service Innovation

Stay informed about emerging trends in student experience, customer experience, and educational innovation

Leverage technology and digital tools to simplify processes and enhance the student experience

Qualifications

4 - 6 years of relevant professional experience

Master's degree preferred

Experience in student experience, academic operations, higher education, customer experience, hospitality, or program management

Experience managing projects involving multiple stakeholders

Strong analytical and organizational capabilities

Excellent interpersonal and communication skills

Professional fluency in English and Spanish

Demonstrated commitment to service excellence and student success

At IE University, we actively promote equal opportunities in recruitment processes and access to employment, always ensuring the absence of gender, sexual orientation, religion, age, ethnic origin, or disability bias throughout the entire selection process.

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