Head of Student Success and Experience

About the role

The Head of Student Success and Experience will lead the vision, strategy and delivery of the student success function for Heriot‑Watt Online. Reporting to senior university leadership, you will ensure a best‑in‑class experience that drives engagement, retention and progression for a global online student community.

Key responsibilities

• Develop and execute a comprehensive student success strategy aligned with the Online Campus objectives.
• Lead, grow and manage the Student Success team serving online learners, graduate apprentices and corporate partners.
• Design and implement initiatives that improve retention, completion and graduation rates.
• Champion student satisfaction, community building and a sense of belonging across diverse cultures.
• Represent the learner voice in strategic decision‑making and cross‑functional projects.
• Monitor performance metrics, produce insights and adjust programmes to meet evolving learner needs.

Required profile

• Proven senior leadership experience in higher education or large‑scale online learning environments.
• Deep understanding of global best practices in online student retention, pastoral care and success.
• Strong track record of driving measurable improvements in student outcomes.
• Excellent stakeholder management and communication skills.

Required skills

• Strategic planning and execution.
• Data‑driven decision making.
• Leadership of multidisciplinary teams.
• Knowledge of online education technologies and platforms.

What we offer

• Grade 9 salary band £58,225 – £69,488 per annum.
• 33 days annual leave plus additional closed days.
• Hybrid working: minimum three days on campus (Edinburgh or Dubai) and up to two days remote.
• Opportunity to shape the future of a fast‑growing global online campus.