Project Manager, Student Journey Design

Description

Summary: IE University's Business School is seeking a Project Manager – Student Journey Design to innovate student experiences, foster a data-driven culture, and refine overall student journeys. Highlights: 1. Innovate and refine student experiences through data-driven insights 2. Design tailored journeys for targeted student groups, enhancing engagement 3. Apply CX principles and leverage AI to improve student satisfaction and loyalty Overview: Are you interested in joining a dynamic and international team of professionals to transform education? IE University's **Business School** is looking for an **Project Manager – Student Journey Design** to join its team! The **Project Manager – Student Journey Design** will **support Program Experience teams in innovating student experiences by deeply understanding student needs and motivations, fostering a data\-driven culture that provides actionable insights for decision\-making on how to improve engagement and satisfaction**. The role will also be responsible for **modelling and continuously refining the overall student experience journeys**, ensuring consistency, innovation, and impact across all touchpoints. The Project Manager will **also be responsible for designing tailored journeys for targeted student groups** (e.g., Women in Business, Families in Business …) and delivering initiatives that enhance engagement, academic integration, and community belo **Why IE University?** With 50 years of experience and founded by and for entrepreneurs, IE University has turned business education on its head through disruptive teaching. We count on high\-level faculty who bring real\-world experience into the classroom and foster a hands\-on approach to learning. **Our Purpose** At IE University, we foster positive change through education, research, and innovation. As a transformative educational institution, we empower students to make their mark on the world. We provide them with the skills, knowledge and environment needed to make a difference, and they join a supportive and international community that lasts a lifetime. Our spirit of innovation and entrepreneurship has allowed us to drive change and constantly stay at the cutting edge of higher education. And through diversity, we have harnessed the power of people while also understanding and embracing the importance of humanities. **Our People**At IE we are: * People\-driven * Change Builders * Autonomy Enthusiasts * Communication Enthusiasts * Knowledge Champions We are looking for a person to join a full\-time position in **Madrid \- María de Molina** Responsibilities: **Your role as a Project Manager – Student Journey Design will involve:** **Student Journey Design*** Develop an adaptable and scalable methodology for mapping student journeys across programs. * Capture insights into student needs, emotions, and motivations to identify pain points and “wow moments.” * Empower Program Experience teams with actionable data to innovate and personalize student experiences. * Align stakeholders around a clear framework that strengthens brand positioning and institutional reputation. * Define interventions, KPIs, and feedback loops to continuously refine and improve the student journey. **Microjourneys*** Lead the design of new journeys for targeted student groups, creating added value and enhancing engagement. * Identify potential new target groups beyond those already defined. * Implement operational and environmental changes needed to support microjourneys. * Create impactful “WOW moments” by integrating academic and non\-academic content. * Monitor and report on KPIs such as student enrolment, participation, satisfaction, and graduation within each microjourney. * Serve as the reference point and main stakeholder for all microjourney\-related activities. **Customer Experience \& Innovation*** Apply **customer experience (CX) principles** to design and deliver student journeys that maximize engagement, satisfaction, and loyalty. * Translate student insights into meaningful improvements and new initiatives that enhance the overall experience. * Use technology as an **enabler**, not a requirement: know how to leverage digital tools to digitalize back\-office processes and support personalization. * Stay informed on **current CX market trends**, such as holistic engagement strategies, Voice\-of\-the\-Customer (VoC) insights, and fostering long\-term loyalty. * Must have **knowledge of AI**—not at an expert level but demonstrating adaptability and readiness to use AI as a productivity enhancer (e.g., personalizing student communications, analysing feedback and satisfaction data, identifying engagement patterns, or creating automated follow\-up actions to improve the student experience). * Participate in **projects to improve the student experience** and overall satisfaction throughout the academic journey, considering key KPIs (e.g., NPS, CSAT, retention, engagement) to identify and act on improvement opportunities. * **Support and influence** the development of training and development plans to foster a culture **and mindset oriented toward student service**, with a strong focus on service excellence. **Planning \& Institutional Coordination*** Negotiate and coordinate **program opening and graduation dates** with relevant stakeholders * Ensure alignment and smooth communication with **Growth and Planning teams** to optimize calendars, resources, and student\-facing milestones. * Act as liaison to guarantee institutional consistency and timely delivery of key events. * Collaborate with Campus Life to coordinate a unified calendar for microjourneys and student\-focused events. Qualifications: **To thrive in this role, you should possess the following qualifications:** * **Bachelor’s degree in Business Administration, Communication, Psychology, or a related field.** * **Master’s degree, preferably in Customer Experience, Innovation or a related field.** * **3–5 years of experience in project management focused on customer or student experience design projects.** * Proven ability to **plan, execute, and monitor CX/Student Experience initiatives**, ensuring delivery on time, scope, and quality. * Experience in **customer journey mapping and service design**, translating insights into actionable improvements. * Strong **analytical skills**: ability to use metrics (e.g., NPS, CSAT, engagement, satisfaction data) to guide decision\-making and measure impact. * Skilled in **stakeholder management** and cross\-functional collaboration with other stakeholders * **Knowledge of technology tools** (survey/feedback systems, dashboards) and ability to leverage them as enablers for personalization and process improvement. * **AI knowledge**—not at an expert level, but adaptable and ready to use AI as a productivity enhancer (e.g., personalizing communications, analyzing feedback, identifying engagement patterns, or automating follow\-up actions). * Strong **communication and storytelling skills** to engage stakeholders, present insights, and advocate for change. * **Leadership and influence** to align diverse stakeholders around experience strategies and drive cultural adoption of CX initiatives. * Resilience, adaptability, and ability to thrive in **complex, innovation\-driven projects**. * Full fluency in English and Spanish (written and spoken). Unleash your full potential and make an impact. The next move is yours! If you want to be part of this educational revolution, we invite you to apply and be part of our dynamic team at **IE University.** *At IE University, we actively promote equal opportunities in recruitment processes and access to employment, always ensuring the absence of gender, sexual orientation, religion, age, ethnic origin, or disability bias throughout the entire selection process.*