Head of Parent Experience

PREMIUM EXPERIENCE AND HOSPITALITY STANDARDS

• Embed consistent, high-quality Parent Experience standards across all UK schools, adapting approaches to each school's identity, community and market.
• Elevate school events, creating distinctive flagship, transition and community experiences.
• Champion a culture of exceptional hospitality, anticipating family needs and delivering personalised, memorable experiences across every touchpoint.
• Work with school leaders to enhance environments, communication and service standards in line with family expectations.

QUALITY ASSURANCE AND CONSISTENCY

• Lead the Parent Experience quality assurance programme, using audits, mystery shopping and feedback to assess standards.
• Ensure consistency across schools, identifying gaps and implementing clear improvement plans.
• Deliver exceptional new-family onboarding and service recovery, ensuring issues are resolved promptly and effectively.

DATA, TOUCHPOINTS AND GROWTH

• Analyse the parent journey from initial enquiry through to re-enrolment, using CRM and conversion data to identify opportunities for improvement.
• Evaluate how experience quality impacts admissions, retention and family lifetime value.
• Use data and insight to drive measurable improvements, sustainable growth and stronger school communities.

RETENTION, INSIGHT AND ADVOCACY

• Make parent experience and retention a shared priority across school leadership teams.
• Use surveys, NPS, complaints and parent feedback to identify trends and drive improvements.
• Identify families at risk of leaving and work with schools to reduce avoidable withdrawals.
• Strengthen parent engagement, referrals and advocacy to build long-term relationships and loyalty.

CAPABILITY BUILDING AND PERFORMANCE

• Coach and develop school leaders and Parent Experience teams to deliver consistently high standards.
• Lead performance reviews across experience, retention, advocacy and events, ensuring clear accountability.
• Implement targeted improvement plans in schools where experience or retention needs strengthening.
• Partner with Marketing and Admissions to enhance the prospective-family experience and support conversion.
• Provide senior leadership with insight into parent experience, retention, conversion and emerging trends.