AI Success™

Job Description

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 and escalation protocols.
• Ensure all school communications adhere to guidelines, tone of voice standards, and narrative frameworks.
• Maintain alignment with regional communications sequencing and experience discipline frameworks
Parent & Community Engagement
• Adopt and embed agreed regional Parent Experience frameworks.
• Oversee key community-facing workstreams that strengthen belonging, advocacy, and long-term connection to the school, including volunteer and ambassador structures, milestone events, and alumni engagement where relevant.
• Support community and stakeholder engagement activity that strengthens the school’s reputation, relationships, and sense of connection across its wider community.
• Support the Community Engagement Manager to lead, design and deliver intentional parent engagement initiatives that build belonging and long-term advocacy.
• Ensure coherence and continuity across parent engagement activities, minimising one off events and strengthening sustained relationship building.
• Ensure key lifecycle moments (e.g., transitions, milestone events) reinforce connection and confidence.
Voice of Parent & Insight Integration
• Oversee collection, interpretation, and practical application of parent feedback.
• Ensure ‘Voice of Parent’ (annual survey) and related insights translate into visible improvement actions.
• Support leadership in closing feedback loops transparently.
• Monitor patterns that influence parent confidence and advocacy.
Cross-Functional Alignment
• Prioritise coherence by partnering and closely coordinating with the academic, operations, admissions, and marketing teams to strengthen the overall parent journey.
• Act as connector across functions where parent experience risks fragmentation. Includes championing experimentation and responsible AI adoption.
• Maintain active alignment with Regional Parent Experience and Regional Brand functions to ensure coherence across frameworks, tone, and experience standards.
Leadership & Delivery
• Lead and develop the Communications & Community Engagement teams.
• Translate strategy into disciplined, sustained execution.
• Manage resources and budget responsibly.
• Build capability in experience-led mindsets across the school.
Success Outcomes
• Increased parent confidence and trust resulting in improved retention and referrals.
• Stronger parent advocacy and positive word-of-mouth.
• Clearer, more disciplined communication environment that focuses on relevance.
• Reduced friction across parent touchpoints, platforms and communications.
• Improved sentiment and feedback outcomes over time.
• Improved family retention over time, as a result of strengthened parent confidence and experience quality.
Position Requirements
Essential
• Senior-level experience leading strategic communications, stakeholder engagement, or customer/community experience in complex organisations.
• Demonstrated ability to design and improve stakeholder or customer journeys, translating insight into measurable experience improvements.
• Strong executive presence with the ability to influence senior leaders, inspire teams, and represent the school confidently in parent-facing forums.
• Advanced written and verbal communication capability, including audience segmentation, copywriting and editorial judgement aligned to brand and tone-of-voice standards.
• Strong familiarity with digital communication platforms and tools.
• Proven ability to drive cross-functional alignment and improvement without direct authority.
• Experience defining and embedding platforms & service standards that strengthen stakeholder confidence and operational discipline.
• Typically 10–12 years of relevant professional experience, including leadership responsibility.
Desirable
• Experience in international schools or educational environments.
• Experience in premium service or customer-focused organisations.
Qualifications
• Degree in Communications, Public Relations, Marketing, Business, Hospitality, Customer Experience, or related field.
• Equivalent professional experience will be considered.
• Customer Experience Certification (e.g. CXXP, Forrester) is advantageous.
Working Hours:
8:00 am – 5:00 pm, Monday to Friday

About Unison Group

Unison Consulting was launched in Singapore on September 2012, the hub of the financial industry, with innovative visions in the technocratic arena. We are a boutique next-generation Technology Company with strong business-interests in Liquidity risk, Market Risk, Credit Risk and Regulatory Compliance.

Unison provides technology consulting and services to implement Risk Management and Risk Analytics System for Financial Institutions. Our services suite comprises of Techno-Functional consulting, systems integration, Business Intelligence, information management, and custom development of IT solutions, plus project management expertise for financial institutions.

We have expertise in latest cutting edge technology to achieve better total cost of ownership. Through our qualified professionals, we assist you drive your unique risk management strategies, whether that means efficient monitoring, improving risk appetite of the financial institutions, complying with regulations, or capturing growth opportunities through innovation, this is what maximizes your decision taking potential. At Unison Consulting, we view clients as partners, and our success is only measured by the success of our partners. So we put it all on the table in order to exceed expectations.

Our staff consists of young, energetic and innovative consultants who are never afraid to challenge the conventions and push the boundaries in an effort to help our clients. For every project, no matter how large or how small, we strive to not only meet your needs, but deliver a showcase in your field.

Industry

IT & Software

Company Size

51-200 employees

Headquarters

Unknown

Year Founded

2012

Website

com.sg

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Director - Parental Experience

Job Description

About Unison Group