UCAS is at the heart of connecting people to higher education.
UCAS is the world’s leading shared admissions service for higher education. We provide application services for UK universities and colleges as well as delivering a wide range of research, consultancy and advisory services to schools, colleges, careers services, professional bodies and employers.
We’re a successful and fast‑growing organisation, which helps hundreds of thousands of people every year. We're committed to delivering a first‑class service to all of our customers because they're at the heart of everything we do.
Business Unit Description
The Customer Operations business unit at UCAS was formed to deliver and enhance the support and product & services provided to students, advisers, providers and other stakeholders involved in the higher education admissions process. This department focuses on improving the efficiency and effectiveness of customer interactions, ensuring that applicants and the providers they consider, and apply to, receive timely and accurate information, assistance, and guidance throughout the application cycle. It’s also the unit where we anticipate, respond to and define customer change to ensure UCAS can meet the needs of its customers and stakeholders going forward. Working in cross‑company multi‑disciplinary teams comprising; Customer Service and Relationships, Product Management, International, Policy, Admissions Reform and Fair Access.
About The Role Contractual Hours
35.00
About The Role
UCAS is entering a phase of transformation, investing in personalisation and innovation to create smarter, simpler experiences for students and supporters. This role shapes that future, designing propositions that connect products into seamless journeys that improve engagement and conversion. You’ll lead innovation that delivers value for students and commercial impact for UCAS, defining benefits realisation, supporting ROI, and working with UM to ensure products are integrated ethically and coherently.
You will design simplified journeys aligned with customer needs and UCAS’s personalisation goals, creating tailored experiences that drive engagement, satisfaction, and conversion while ensuring ethical activation with UM.
Key accountabilities & responsibilities
* Develop propositions that unite products into intuitive journeys.
* Improve engagement and conversion using insight.
* Turn emerging tech into personalised student experiences.
* Use data to prioritise content.
* Identify gaps and embed ethical guardrails.
* Influence roadmaps across UCAS and UM and measure ROI.
* Collaborate across Product, UX, UM, Marketing.
* Identify simplification, innovation, and unmet UM needs.
* Set experience principles and prioritisation frameworks.
* Monitor performance and iterate using data.
* Support commercial outcomes through journey design and coordinate delivery, not execution.
For full job description, please find attached role profile document
Skills, Qualifications, And Experience
* Educated to degree level (or higher) in a business, marketing, or product discipline, or able to demonstrate equivalent experience across innovation or proposition design.
* Proven track record in driving innovation, proposition development, and disruptive customer experience design.
* Strong understanding of digital journeys, personalisation technologies, Salesforce ecosystem capabilities, and data‑driven decision‑making.
* Ability to translate complex data and insight into actionable experience strategies.
* Skilled in stakeholder engagement and cross‑functional collaboration, including close partnership with commercial functions such as UM.
* Experience in challenging traditional approaches and delivering simplified, high‑impact solutions.
* Commercial awareness and experience in education, technology, or consumer‑facing sectors desirable (commercial ownership sits with UM).
* Experience of working with conversion targets to drive commercial success in addition to customer experiences.
* Ideally, experience in FMCG or retail sectors, bringing expertise in customer engagement, conversion strategies, and creating compelling high‑volume consumer journeys.
Package
Salary circa £65,000 + excellent benefits.
* Purpose‑driven work in a charity‑led organisation connecting people to education and opportunity
* Internal training, mentoring, and access to industry‑recognised certifications through our development academies
* Hybrid working model built on trust and flexibility, with a 35‑hour week and flexible contracts
* 30 days annual leave, 3 concessionary days over Christmas, bank holidays, and the option to purchase additional leave
* Everyday wellbeing support through Perkbox, offering discounts and wellness tools
* Onsite facilities including a subsidised gym, café, and free parking at our Cheltenham office
* Inclusive culture supported by employee networks, wellbeing champions, and Mental Health First Aiders
* Recognition and reward through our quarterly employee scheme and an ex‑gratia bonus for going above and beyond
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