What’s next on our student focused agenda


Students are at the centre of our University and their experience at Macquarie stays with them for the rest of their lives. Now our “Students First” work is entering a new phase.

Vice-Chancellor Professor S. Bruce Dowton explains, “during the last two years the Student Journey and Experience Taskforce (SJET) has focused on gaining insights directly from students about difficulties they experience. It’s been encouraging and rewarding to see these insights translated into achievable solutions that improve student success.”

The next evolution is to increase coordination, resourcing and effort to accelerate progress for students by establishing a Student Experience Program. A Student Experience Program will build on the success of SJET, the Macquarie Way led by the Education Strategy Committee and the PiVOT group, the new Student Service Delivery Model, including the service uplift activity currently occurring in Shared Services and Faculty Educational Services teams and our digital transformation agenda.

While still in design phase, the Student Experience Program will seek to align activity, effort and focus in four key areas: the Service Experience of our students, their Learning Experience, their Community Experience as members of our community and beneficiaries of our thriving campus life, and their Digital Experience.

The Student Experience Program will bring together work already happening in the Dean of Students’ portfolio, a new portfolio led by Professor Mariella Herberstein, focused squarely on student experience, as well as the initiatives of SJET, work in Student Shared Services, as well as in the Deputy Vice-Chancellor (Academic) portfolio, and in the digital transformation space.  A small program team will be established to provide additional support to fast track these initiatives.

To recognise the expertise and leadership of our own people, we will be drawing on the talent from within the University for this program team, supplemented by external subject matter experts where required. This team under the joint executive sponsorship of Professor Rorden Wilkinson, Deputy Vice-Chancellor (Academic) and Nicole Gower, Vice-President, Professional Services, will be responsible for delivering the program of work over the next 2-3 years. Expressions of interest will be sought soon for a Director of the Student Experience Program to lead this team.

As this program takes shape in coming months, consultation will occur with relevant areas but in the meantime if you have ideas on how to improve the student focus in your work area, please send your ideas through to your manager or leader, discuss it with your colleagues and contacts at Macquarie and in other institutions and put it on the agenda of your team meetings.

Achievement highlights from this year

  • our new Student Service Delivery Model went live on 22 August 2022 to make student interactions less confusing.
  • Through consultation, market research, and process mapping we have developed a deeper understanding of our current student experience, their pain points and what they need.






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