Description SummaryThe key purpose of your role is to support customers, improve customer satisfaction and experience to achieve Customer and Product and organisational objectives. Your role will contribute to and support the planning and delivery of all activities for your subject(s).
The focus will be supporting customers and selling our qualifications through subject expertise, to retain and grow our market share. You will also be responsible for using your subject expertise to provide internal consultancy plus building and maintaining relationships with external stakeholders where needed.
The role will require extensive national travel to represent AQA, deliver to customers and collaborate with internal and external stakeholders.Landscape:
• To understand the educational landscape particularly within your subject area.
• To understand and engage with the strategic priorities of AQA and its evolving structure.
Activities:
Achieve challenging goals and milestones for delivery of your subject(s).
Contribute to planning, monitoring, and delivering Customer and Product priorities for your subject(s) Eg) contribute to the creation, monitoring and delivery of subject focused annual plans
Use relevant systems, reports and dashboards to support and record delivery for your subject to meet delivery targets.
Lead and support projects or workstreams within Customer and Product which are of a commensurate level to your role, maximising development opportunities.
Engage with key stakeholders to support planning and delivery of priorities e.g., Product Management, Marketing, Sales, Customer Training and Events.
Contribute to effective identification and management of risks and dependencies.
Ensure your work supports continuous improvement in process and delivery, to improve customer experience and satisfaction.
Collaborate with other teams to help reduce failure demand from customers e.g improved first contact resolution of customer enquiries.
Promote customer centricity, be an advocate for the customer across the business and provide subject based customer insight.
Be a brand advocate for AQA with customers and associates.
Represent the team, subject, and Customer & Product as part of wider organisational projects and priorities.
Contribute to business wide processes where needed to support customer facing activity eg) incident management and awarding.
Responsible for the engagement and management of associates to support delivery to customers within your subject(s) in line with the AQA associate strategy.
Engage with and influence subject level stakeholders such as subject associations and learned societies to build advocacy and support and to provide both stakeholder and customer insight to inform current and future developments eg, At times of reform
Present at stakeholder events in collaboration with the Product Management team, in line with the product growth strategy, in order to influence stakeholder views and decisions to ensure AQA is seen as the board of choice for the subject.
To be successful in this role, you will need to demonstrate:
An excellent understanding of the subject, specifications, and current pedagogy
Excellent communication and presentation skills in line with AQA brand and tone of voice
Former teaching experience or ability to demonstrate credibility with teachers
Leadership skills including stakeholder engagement and collaborative working
Influencing and brand advocacy
Organisation, planning, and prioritisation skills
A continuous improvement mindset
A big picture mindset
The ability to have robust conversations with customers and stakeholders, own and deliver corporate messages
Ability use relevant data to inform effective delivery and support monitoring of impact to customers
Modelling of organisational values and behaviours
An understanding of AQA’s assessment products, processes and practices relevant to your subject(s)
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