Case Study: Director, Students for a pioneering, market-leading distance-learning brand

This iconic education brand was seeking a customer experience professional to build on a strong foundation of exceptional student experience and outstanding academic standards, and to drive continuous improvement and organisational evolution. They would play a high-profile leadership role developing the institution’s reputation and market position.

The appointed person was to be a key figure in the delivery of efficiencies within a large, complex and geographically dispersed structure. It was crucial that they could galvanise positive change not only in processes and services but also in market perception, against a backdrop of increasing competition from both commercial and public education providers and a growing focus on MOOCs.

They would require a leadership pedigree and a track record of achieving transformation within a customer-focused, service-led environment in which quality was paramount. They would also need the ability to inspire and motivate a workforce to meet higher expectations and standards, as well as the capacity to retain a strategic viewpoint within a demanding operational context.

The Spencer Group undertook an exhaustive, targeted cross-sector search and conducted an anonymous internet advertising campaign to identify industries that contained organisations of significant size, complexity and customer focus with geographically dispersed workforces. We proactively and intelligently positioned the institution’s proposition to selected individuals to address any preconceptions, and to introduce those from a non-education background to the wider career opportunity within this sector.

The shortlist spanned the public and private education sectors, as well as a variety of other industries, including banking, high-end retail, travel and energy. A successful appointment was made from one of the world’s top 10 universities.