Student Experience Manager

Queen Mary University of London - School of Engineering and Materials Science

About the Role

We are seeking an experienced and proactive Student Experience Manager to lead student support and engagement across a cluster of taught programmes within the Faculty of Science and Engineering.

You will manage a team of Student Support Officers and Student Support Administrators, ensuring a high-quality, student-centred service. Acting as an escalation point for complex cases, you will oversee extenuating circumstances, academic advising, engagement monitoring and retention.

Using data from multiple systems, you will monitor engagement and progression trends, implementing interventions to improve student success. You will work closely with academic leads and central services to support wellbeing initiatives, Fitness to Study processes and inclusive engagement.

You will also support induction activity, promote student voice mechanisms, and drive continuous improvement across your area.

About You

You will have substantial experience in Higher Education within a student support or teaching and learning environment, including staff supervision.

You will demonstrate strong knowledge of academic regulations and student support processes, with the ability to manage sensitive cases professionally and empathetically. You are confident using data to inform decisions and improve outcomes, and familiar with student record systems.

An effective communicator and collaborator, you are organised, adaptable and committed to delivering an inclusive student experience that enhances engagement and success.

About the Faculty

The Faculty of Science and Engineering comprises of five Schools that deliver the research and education activity of the faculty. The faculty has a wide range of key interactions with partner organisations, including with overseas partners, other Government departments, research and education networks, funders and regulators. The role sits within the Professional Services job family, and the role holder is expected to be an active part of the University’s support staff family, working with academic colleagues across a wide range of responsibilities to help deliver its academic mission.

About Queen Mary

At Queen Mary University of London, we believe that a diversity of ideas helps us achieve the previously unthinkable.

Throughout our history, we’ve fostered social justice and improved lives through academic excellence. And we continue to live and breathe this spirit today, not because it’s simply ‘the right thing to do’ but for what it helps us achieve and the intellectual brilliance it delivers.

We continue to embrace diversity of thought and opinion in everything we do, in the belief that when views collide, disciplines interact, and perspectives intersect, truly original thought takes form.

Benefits

We offer competitive salaries, access to a generous pension scheme, 30 days’ leave per annum (pro-rata for part-time/fixed-term), a season ticket loan scheme and access to a comprehensive range of personal and professional development opportunities. In addition, we offer a range of work life balance and family friendly, inclusive employment policies, flexible working arrangements, and campus facilities.

Queen Mary’s commitment to our diverse and inclusive community is embedded in our appointments processes. Reasonable adjustments will be made at each stage of the recruitment process for any candidate with a disability. We are open to considering applications from candidates wishing to work flexibly.