Director Parental Experience
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Position Objective
As a member of the School Senior Leadership Team the Head of Parent Experience (PX) provides single-point leadership for how families experience communication engagement and day-to-day interactions with the school.
The role ensures that communication is clear coordinated and confidence-building and that parent engagement is intentional rather than reactive.
Working closely with academic and operational leaders the role strengthens parent trust belonging and advocacy across the lifecycle recognising that sustained retention and positive word-of-mouth are outcomes of consistently strong parent experience not standalone initiatives.
The role also defines and monitors parent-facing operational standards (e.g. responsiveness clarity service discipline) to ensure the lived experience matches the schools ambition.
Responsibilities
Parent Experience Leadership
Provide end-to-end oversight of the parent experience environment across communication engagement and service interactions.
Define clear parent experience priorities aligned to school strategy and to regional Parent Experience frameworks.
Establish and monitor parent-facing operational standards (e.g. communication Service Level Agreements (SLA) issue resolution discipline front-facing service quality).
Regularly walk the parent experience to identify friction points and confidence gaps to be addressed.
Surface risks to parent trust and advise leadership on mitigation.
Strategic Communications
Lead communications team on school-wide parent communications to ensure clarity consistency sequencing and alignment. Do so by building frameworks process and governance systems for the team to execute on for greater PX.
Provide strategic guidance to leadership on messaging and tone particularly for sensitive or complex matters.
Lead school-level crisis communications ensuring timely clear and confidence-building messaging aligned with regional brand and escalation protocols.
Ensure all school communications adhere to guidelines tone of voice standards and narrative frameworks.
Maintain alignment with regional communications sequencing and experience discipline frameworks
Parent & Community Engagement
Adopt and embed agreed regional Parent Experience frameworks.
Oversee key community-facing workstreams that strengthen belonging advocacy and long-term connection to the school including volunteer and ambassador structures milestone events and alumni engagement where relevant.
Support community and stakeholder engagement activity that strengthens the schools reputation relationships and sense of connection across its wider community.
Support the Community Engagement Manager to lead design and deliver intentional parent engagement initiatives that build belonging and long-term advocacy.
Ensure coherence and continuity across parent engagement activities minimising one off events and strengthening sustained relationship building.
Ensure key lifecycle moments (e.g. transitions milestone events) reinforce connection and confidence.
Voice of Parent & Insight Integration
Oversee collection interpretation and practical application of parent feedback.
Ensure Voice of Parent (annual survey) and related insights translate into visible improvement actions.
Support leadership in closing feedback loops transparently.
Monitor patterns that influence parent confidence and advocacy.
Cross-Functional Alignment
Prioritise coherence by partnering and closely coordinating with the academic operations admissions and marketing teams to strengthen the overall parent journey.
Act as connector across functions where parent experience risks fragmentation. Includes championing experimentation and responsible AI adoption.
Maintain active alignment with Regional Parent Experience and Regional Brand functions to ensure coherence across frameworks tone and experience standards.
Leadership & Delivery
Lead and develop the Communications & Community Engagement teams.
Translate strategy into disciplined sustained execution.
Manage resources and budget responsibly.
Build capability in experience-led mindsets across the school.
Success Outcomes
Increased parent confidence and trust resulting in improved retention and referrals.
Stronger parent advocacy and positive word-of-mouth.
Clearer more disciplined communication environment that focuses on relevance.
Reduced friction across parent touchpoints platforms and communications.
Improved sentiment and feedback outcomes over time.
Improved family retention over time as a result of strengthened parent confidence and experience quality.
Position Requirements
Essential
Senior-level experience leading strategic communications stakeholder engagement or customer/community experience in complex organisations.
Demonstrated ability to design and improve stakeholder or customer journeys translating insight into measurable experience improvements.
Strong executive presence with the ability to influence senior leaders inspire teams and represent the school confidently in parent-facing forums.
Advanced written and verbal communication capability including audience segmentation copywriting and editorial judgement aligned to brand and tone-of-voice standards.
Strong familiarity with digital communication platforms and tools.
Proven ability to drive cross-functional alignment and improvement without direct authority.
Experience defining and embedding platforms & service standards that strengthen stakeholder confidence and operational discipline.
Typically 1012 years of relevant professional experience including leadership responsibility.
Desirable
Experience in international schools or educational environments.
Experience in premium service or customer-focused organisations.
Qualifications
Degree in Communications Public Relations Marketing Business Hospitality Customer Experience or related field.
Equivalent professional experience will be considered.
Customer Experience Certification (e.g. CXXP Forrester) is advantageous.
Working Hours:
8:00 am 5:00 pm Monday to Friday
Required Skills:
Tuition Teacher (JC/IB Maths & Chemistry)
Required Education:
degree / diploma
