Tim Maillet

Deputy Director, Strategic Marketing & Student Recruitment University of Technology Sydney

Driving customer retention from investing in identifying customer pain points

Conference Day One: Monday, 27 May 2019

Monday, May 27th, 2019

11:30 AM Improving Retention Through Journey Mapping and Internal Collaboration

UTS are 18 months into a Student Experience transformation program. Initially established to put a stop to declining postgraduate enrolment numbers, insights gained throughout the process have been so valuable the program is being extended to improve undergraduate student experience also. In this session Tim will cover:

  • Using end to end mapping of the postgraduate experience along with qualitative research to develop and test student personas, work out why students chose to/ not to study at UTS and what the expected SX was and the shortcomings
  • Collaborating with Student Administration and Student Services to target ‘quick wins’ initially, such as digitizing the application process, improving application turn around times at Student Administration and increasing the provision of Career Guidance
  • Responding to curriculum based feedback by streamlining curriculum approvals process and improving the integrity of the course application process to ensure new courses are demand, not supply led
  • Investing time into working closely with top tier administration and academics, as insights indicated that in-class experience is still the most important element of the student experience

Chaired By:

Check out the incredible speaker line-up to see who will be joining Tim.

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