Student Journey

Improving the student journey

A major project within the programme is focused on improving processes across the student journey to reduce duplication, simplify ways of working and enhance the student experience.

Work over the next year will map current processes, identify inefficiencies, and explore solutions including process improvements, systems development and AI-enabled enhancements. Workshops involving professional services and academic colleagues will help shape the future approach.

Aims:

• To improve the efficiency and quality of processes across the student journey
• Reduce staff (professional services staff) workload caused by duplication, manual processes and fragmented systems
• Enhance student satisfaction
• Define a future operating model that is digital first, scalable and sustainable

Milestones:

• Produce standardised process maps for all journey phases and all student types (July 2026)
• Identify and define areas of inefficiency (December 2026)
• Identify solutions: process fix, systems development, AI enhancement (March 2027)
• Build a prioritisation roadmap with clear benefits (April 2027)
• Delivery of solutions (from April 2027)

Colleague involvement

Mapping the student journey

The student journey has been broken down into four key workstreams. Each workstream has a project lead.

• Enquiry to admissions - David Seaton, Director of Recruitment and Admissions
• Registration, timetabling, administration of student academic journey - Michele Vermeulen, Director of Student Registry Services
• Onboarding, student support, wellbeing and progression - Ruki Heritage, Director of Student Experience
• Graduation, alumni, lifelong learning - Ruki Heritage, Director of Student Experience

Key Stakeholders and next steps for colleague involvement:

• Series of workshops to identify problems/inefficiencies - will include frontline PS and academic staff