Director of Parent Experience (Customer Experience / Family Engagement)

Director of Parent Experience (Customer Experience /Family Engagement)

Industry: International School

Location: Lorong Chuan

Working hours: 9am - 5pm / Fully on-site

. As a member of the School Senior Leadership Team, the Director of Parent Experience provides single-point leadership for how families experience communication, engagement, and day-to-day interactions with the school.

. The role ensures that communication is clear, coordinated, and confidence-building, and that parent engagement is intentional rather than reactive.

. Working closely with academic and operational leaders, the role strengthens parent trust, belonging, and advocacy across the lifecycle, recognising that sustained retention and positive word-of-mouth are outcomes of consistently strong parent experience, not standalone initiatives.

. The role also defines and monitors parent-facing operational standards (e.g., responsiveness, clarity, service discipline) to ensure the lived experience matches the school's ambition.

. The role operates in alignment with HQ's Regional Brand and Parent Experience frameworks, ensuring that local delivery reflects brand strategy

Requirements

. Degree in Communications, Marketing, Business, Hospitality, or related field

. Customer experience frameworks or certifications(e.g. CXXP)

. 10+ years experience in customer experience, communications, stakeholder engagement, or service operations, with leadership responsibility in Education/International School or relevant sectors

. Background in hospitality, airlines, luxury retailor other high service environments

. Proven track record of designing and improving customer or stakeholder journeys, using insights and data to drive measurable outcomes

. Strong ability to influence senior stakeholders and lead through collaboration, especially in complex, cross-functional environments

. Excellent communication skills, including strategic messaging, content development, and audience segmentation

. Confident representing the organisation in high-stakes, customer-facing or community settings

. Experience working with digital platforms and communication tools to enhance engagement and experience

. Demonstrated success in driving alignment and improvements without direct authority

. Experience establishing service standards, frameworks, or operating models that improve consistency and trust

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