Position: Senior Manager - Student Experience

Department: Student Housing / Student Experience

Reporting To: Site Head / Head - Student Housing

Location: University Residential Campus

Employment Type: Full-Time

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1. Position Purpose The Senior Manager - Student Experience will be responsible for driving student experience, residential quality, student engagement, student support coordination, feedback management, grievance resolution, and continuous improvement across the student housing environment.

The role will serve as an important link between students, Wardens, Student Housing Operations, University stakeholders, support teams, and service partners, ensuring that student concerns are identified proactively, addressed professionally, and converted into measurable service improvements.

The position requires strong experience in student engagement, customer experience, residential operations, quality management, community management, service excellence, or institutional/student affairs.

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2. Key Responsibilities

A. Student Experience & Quality

Own and drive the overall student experience and quality agenda across student residences.

Establish and monitor quality standards for student housing services.

Conduct regular student interactions, floor visits, feedback sessions, and quality audits.

Identify recurring student concerns and develop corrective and preventive action plans.

Monitor service quality across Housekeeping, Security, Maintenance, Food Services, and other residential services.

Ensure student-facing services are delivered consistently across all residential blocks.

Develop and implement initiatives to improve student satisfaction, participation, and engagement.

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B. Student Feedback & Grievance Management

Establish a structured mechanism for collecting and analysing student feedback.

Monitor student complaints, grievances, and escalations through designated systems.

Analyse complaints to identify root causes, recurring trends, and systemic gaps.

Coordinate with respective departments to ensure timely resolution.

Track escalated and sensitive cases until closure.

Prepare regular Student Experience / Quality Dashboards for senior management.

Ensure student concerns are handled with confidentiality, professionalism, and responsiveness.

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C. Student Engagement

Build strong and constructive relationships with students.

Conduct regular student forums, listening sessions, and engagement activities.

Work closely with Student Council and student representatives.

Create mechanisms through which students can safely provide feedback and suggestions.

Develop initiatives that promote a positive, inclusive, and respectful residential community.





Proactively identify emerging student concerns before they become major grievances.

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D. Quality Audits & Compliance

Conduct periodic quality audits of student residences.

Develop checklists and measurable quality parameters for residential services.

Monitor compliance with Student Housing SOPs and University policies.

Conduct surprise inspections and student experience audits.

Identify gaps and coordinate corrective actions with relevant functional teams.

Track closure of audit observations within agreed timelines.

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E. Data, Analytics & Continuous Improvement

Analyse student complaints, feedback, satisfaction scores, and service-performance data.

Identify trends by hostel/block, service category, and time period.

Develop actionable recommendations based on data.

Establish service-quality KPIs and track performance.

Drive continuous improvement initiatives based on student feedback and operational data.

Present key insights, risks, and recommendations to senior leadership.

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F. Cross-Functional Coordination

Work closely with

Student Housing Operations

University Wardens

Student Support Teams

Security

Housekeeping

Engineering / Technical Services

University Medical Centre

University Departments

Ensure effective coordination for student-related issues requiring multi-functional intervention.

Coordinate referrals and follow-ups with appropriate support functions whenever specialised intervention is required. The role itself does not provide counselling or therapeutic services.

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3. Critical Incident & Sensitive Case Management

Support the Student Housing leadership team in handling sensitive and high-priority student cases.

Ensure timely identification, documentation, and escalation of cases involving student safety, conduct, or support concerns.

Coordinate with authorised University stakeholders and designated support teams for appropriate intervention.

Ensure proper documentation and follow-up.

Maintain strict confidentiality of sensitive student information.

Ensure all actions follow University policies and established protocols.

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4. Key Performance Indicators

Student Satisfaction / Experience Score

Reduction in recurring student complaints

Complaint resolution and closure timelines

Quality audit compliance

Student engagement levels





Feedback participation rate

Effectiveness of corrective and preventive actions

Student support referral coordination effectiveness

Reduction in repeat grievances

Quality of student communication and engagement

Timeliness and accuracy of management reporting

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5. Qualification & Experience

Educational Qualification

Bachelor's or Master's degree in Education, Student Affairs, Hospitality, Business Administration, Operations Management, Public Administration, Social Sciences, or a related discipline.

Additional qualifications or certifications in Customer Experience, Service Quality, Student Affairs Administration, Community Management, or Hospitality Operations will be advantageous.

6. Skilled Experience

8-12 years of relevant experience in one or more of the following:

University / Higher Education

Student Affairs / Student Services

Student Housing / Residential Operations

Student Experience & Engagement

Customer Experience / Service Quality

Hospitality

Institutional Quality Management

Large residential or campus operations

Experience managing student-facing teams and working with multiple stakeholders will be preferred.

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6. Core Competencies

Student-centric approach

Strong interpersonal and communication skills

Student support coordination and student experience awareness

Quality management

Grievance management

Conflict resolution

Data analysis and problem-solving

Stakeholder management

Professional judgment and stakeholder sensitivity

Confidentiality and discretion

Strong ownership and accountability

Ability to handle sensitive situations calmly

Strong written and verbal communication

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7. Ideal Candidate Profile The ideal candidate should be a highly professional student-experience leader with the ability to balance student needs, service quality, residential community expectations, and institutional requirements.

The candidate should have strong interpersonal skills, sound judgment, and the ability to build trust with students while maintaining appropriate professional boundaries.

Experience in a large university, student housing, residential campus, hospitality, community-living, or customer-experience environment will be highly desirable.

The individual should be capable of moving beyond reactive complaint handling and building a proactive student-experience framework based on data, student feedback, stakeholder collaboration, and continuous improvement.

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Key Attributes

Student First | Integrity | Confidentiality | Quality Orientation | Ownership | Collaboration | Service Excellence | Data-Driven Decision Making | Continuous ImprovementRole & responsibilities

Preferred candidate profile

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