Director - Parental Experience

Position Objective • As a member of the School Senior Leadership Team, the Head of Parent Experience (PX) 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. Responsibilities Parent Experience Leadership • Provide end-to-end oversight of the parent experience environment across communication, engagement, and service interactions. • Define clear parent experience priorities aligned to school strategy and to regional Parent Experience frameworks. • Establish and monitor parent-facing operational standards (e.g., communication Service Level Agreements (SLA), issue resolution discipline, front-facing service quality). • Regularly “walk the parent experience” to identify friction points and confidence gaps to be addressed. • Surface risks to parent trust and advise leadership on mitigation. Strategic Communications • Lead communications team on school-wide parent communications to ensure clarity, consistency, sequencing, and alignment. Do so by building frameworks, process and governance systems for the team to execute on, for greater PX. • Provide strategic guidance to leadership on messaging and tone, particularly for sensitive or complex matters. • Lead school-level crisis communications, ensuring timely, clear, and confidence-building messaging aligned with regional brand an…