Project Manager, Student Journey Design

Overview 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 inMadrid - 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. #J-18808-Ljbffr