Online Student Experience Advisor

• Two Full-time, 2 Year Fixed Term positions,  located on the Darlington Campus, at The University of Sydney Business School
• An opportunity to support end-to-end online post- postgraduate student journey
• Base Salary HEO 6, $107,312 p.a. - $115,686 p.a. + 17% superannuation

About the opportunity

The University of Sydney Business School is seeking twoexperiencedOnline Student Experience Advisors to help develop and deliver case management, onboarding and proactive retention support for online post-experience postgraduate students, applying the tier-based operating model to resolve or route enquiries to central or faculty services. They deliver the student-facing stages of the end-to-end student journey and contribute to its development through touchpoint documentation, friction analysis, and testing with live cohorts. They may produce reports on service volumes, response times, and outcomes to inform continuous improvement.

Your key responsibilities will be to:

• support the end-to-end online postgraduate student journey by documenting student touchpoints, identifying pain points through case data and feedback, and contributing to improvements in student communications and experience
• administer function-specific systems, including records management, interaction logging, workflows and dashboards, and provide first-line system support to the team
• document data-sharing processes between the function, faculty and central units, and test changes to ensure data integrity and privacy compliance
• prepare data analysis and reporting for steering committees and working groups to support informed decision-making and continuous improvement.

About you

We are seeking two exceptionalOnline Student Experience Advisors, who possess:

• a bachelor's degree in a relevant discipline, or an equivalent combination of education, training and experience
• excellent written and verbal communication skills, with demonstrated experience managing a broad range of enquiries and delivering high-quality customer service, including the resolution of sensitive, complex and escalated matters
• an understanding of the student experience and its impact on service delivery, with the ability to develop, deliver and evaluate training programs and student support initiatives
• strong problem-solving skills, with the ability to analyse issues, exercise sound judgement and identify practical solutions
• well-developed data analysis skills, including the ability to query, validate and interpret data, and identify trends, patterns and insights
• experience supporting postgraduate students, preferably within a tertiary education environment.

Work rights for Australia

You must have unrestricted work rights in Australia for the duration of this employment to apply. Visa sponsorship is not available for this appointment.

Pre-employment checks and declarations 

Your employment is conditional upon the successful completion of all pre-employment or background checks required for the role in terms satisfactory to the University.  Also, to meet the University’s obligations under the National Higher Education Code toPrevent and Eliminate Gender-Based Violence you will be asked to declare if you have been investigated for, or found to engaged in, sexual harm or gender-based violence in the course of previous employment or in a legal process. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.

EEO statement 

At the University of Sydney, our shared values aretrust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment todiversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers ofAboriginal and Torres Strait Islander People,women,people living with a disability,people from culturally and linguistically diverse backgrounds, and those who identify asLGBTIQ+. We welcome applications from candidates from all backgrounds. 

We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Gold employer.Find out more about our work on diversity and inclusion. 

How to apply

Applications (including a cover letter, CV, and any additional supporting documentation) can be submitted via the Apply button at the top of the page.

For employees of the University or contingent workers, please login into yourWorkday account and navigate to the Career icon on your Dashboard. Click on USYD Find Jobs and apply.

For a confidential discussion about the role, or if you require reasonable adjustment or any documents in alternate formats, please contact Helen Efstathiou, Recruitment Consultant, Recruitment Operationson +61 2 8627 7137 or by emailhelen.efstathiou@sydney.edu.au

©The University of Sydney

The University reserves the right not to proceed with any appointment.

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