Associate Director – Student Experience Centre

Te Whare Wānanga o Tāmaki Makaurau | The University of Auckland

The University of Auckland is New Zealand’s leading University. It employs over 6,000 academic and professional staff to support over 42,000 students making us one of NZ’s largest employers.

The student services function supports outreach, recruitment, retention and a broad range of support services provided across the University to enable the success of the University’s diverse student community. Service areas range from administration, transition, recruitment, academic and careers advice, to those that encourage strong engagement with other students and immersion in University life.

A new vision and service delivery model has been developed to transform student services so that the University delivers seamless and student-centred service experiences e for all students, supporting participation, achievement, and success across all levels of learning and research.

We are now looking to appoint a new key role as part of this vision – Associate Director Student Experience Centre.

The opportunity | Te Whiwhinga mahi

The Associate Director – Student Experience Centre will be responsible for establishing a new  Student Experience Centre for the University and drive the transformational change required to turn our contact centre into a full omni-channel experience centre for customers that harnesses digital and automation technology to optimise the experience for our current and future students.

Responsible for providing leadership and operational management for the Student Experience Centre the Associate Director will work with Market Segment Leads, service partners and faculties to develop and operationalise customer-centric sales and communications strategies to improve future student conversion, progression, engagement and retention.

This role will be critical in the establishment of the new centre, including recruiting a new team,  developing new processes and new ways of working as well as prioritising digital and automation enhancements that will enable service excellence for our current and future customers. .

Other key responsibilities include:

  • Partner with managers and senior staff across the Student Services function in a proactive, collaborative manner to ensure the delivery of high quality information and services which enhance the student experience.
  • Strategy and Planning – Contribute to the development and implementation of division strategic plans, that will transform the customer experience. Assume responsibility for the implementation of department strategy ensuring that it aligns with the wider division strategic and annual plans.
  • Staff Leadership – Model and encourage behaviours aligned to the development and maintenance of a culture that is inclusive, flexible and encourages excellence.
  • Operational Leadership – Ensure the cohesion of the Student Experience Centre to deliver the strategic objectives and meet with agreed service standards of the University.
  • Financial Management – Assume responsibility and accountability for the financial management and audit of cost centres within department to allow for the greatest use of resource to further the strategic goals of the division.
  • Relationship Management with a wide variety of stakeholders including Faculty leaders, Service Divisions, central leadership and other internal and external stakeholders.
  • Continuous Improvement – In collaboration with direct reports, ensure development plans, objectives and targets are developed and communicated that are reported on regularly and provide opportunities for continual improvement
  • Health & Safety and Equity Development

For more detailed information, please refer to the position description.

About you | He kōrero mōu

The successful candidate will exhibit an in-depth knowledge and understanding of leading transformational change, including the establishment or transformation of an existing customer contact environment

They will need to demonstrate proven relationship management strengths, with clear evidence of your ability to build successful business partnerships and drive strategic direction and effective service cultures in a large complex organisaton This is a senior leadership position and a unique role that requires strong skills in influencing and driving collaboration. High-level communication ability is essential, with verbal, written and interpersonal skills integral to success in this role.

In addition, the successful applicants will possess strong analytical ability coupled with an innovative and creative thinking style and robust business and technology acumen to drive integration and omni-channel automation for the service.

What we offer | Ngā āhuatanga kei a mātou

The University of Auckland is committed to providing an excellent working environment through:

  • Flexible employment practices and a culture that supports work-life balance
  • Career development programmes
  • A competitive salary with five weeks’ annual leave
  • 6.75% superannuation scheme
  • For more information please visit our Staff Benefits page.

How to apply |  Me pēhea te tuku tono

Applications should be submitted online, before the closing date of 1st August, 2021 and include an up to date CV and cover letter outlining what strengths you will bring to this role.

If you have any questions about this role, please contact Josh Chapman –

In accordance with our commitment to equitable recruitment, the University welcomes applications from all suitably qualified and experienced candidates. In response to COVID-19 the New Zealand Government has imposed a travel ban and are currently only allowing New Zealand Residents, Citizens and visa holders meeting a strict exception policy to enter the country, all of whom must currently enter Government approved quarantine for two weeks on arrival.

It is uncertain when these border restrictions will change, and this may impact the degree to which an offshore candidate can engage in the interview process; or be available to commence in a new position. For more information and updates on the border restrictions visit the Immigration New Zealand website or the New Zealand Government’s official Covid-19 website.

The University is committed to meeting its obligations under the Treaty of Waitangi and achieving equity outcomes for staff and students in a safe, inclusive and equitable environment. For further information on services for Māori, Pacific, women, LGBTQITakatāpui+, people with disabilities, parenting support, flexible work and other equity issues go to

Apply for Job