Student Journey Manager

Role overview
We are seeking an experienced and student-focused Student Journey Manager to lead the development and continuous improvement of the student experience at the University of Sunderland in London.

Working across student support, administration and communications, you will ensure a seamless student journey from enrolment through to graduation, driving service excellence, engagement and compliance.

Key Responsibilities

• Lead the coordination and continuous improvement of the student journey across the student lifecycle.
• Drive student-centred service improvements, ensuring high-quality, efficient and compliant processes.
• Oversee student communications, ensuring information is clear, accessible and timely.
• Lead student engagement, feedback and insight activities to inform service enhancements.
• Manage key student events, including enrolment, welcome and graduation.
• Oversee international student administration and compliance processes, working collaboratively across teams.
• Provide effective leadership and line management to the Student Journey team.

Essential Requirements

• Significant management experience in student experience, service design, operations or student administration within Higher Education.
• Experience leading service improvement initiatives and using data to drive decision-making and performance.
• Experience managing teams and working across multiple functions to achieve shared outcomes.
• Strong understanding of the student lifecycle and the needs of diverse student groups.
• Excellent communication, stakeholder management, project management and organisational skills.

Desirable

• Experience supporting international students and knowledge of visa compliance requirements.
• Knowledge of regulatory and compliance considerations relating to student communications.
• Experience developing policies, procedures and strategic service improvements.

About us
Based in Canary Wharf, the University of Sunderland in London is a dynamic campus delivering year‑round education with multiple student intakes. Our professional services teams play a vital role in supporting student success.

What we offer

• Four‑day working week pilot (32 hours, no reduction in pay).
• Competitive pension scheme.
• Generous annual leave and closure days.
• Training and development opportunities.
• Season ticket loan.
• Cycle to Work and Electric Car schemes.
• Modern Canary Wharf campus.
• Living Wage Employer.
• Please note that this role is fully office‑based, so you would be working onsite each day.

How to apply
Apply via our e‑recruitment platform.

For an informal discussion, contact: Estera Onoakpovike, Student Support and Administration Senior Lead via email Estera.Onoakpovike@sunderland.ac.uk.

We reserve the right to close the vacancy earlier, should we receive a sufficient response.

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