Professional Summary
Professional Overview
Susan Langton is an experienced Student Services Manager with a strong focus on planning and quality assurance. She currently oversees the delivery of student services at The Open University, ensuring a seamless and high-quality experience for the institution's diverse learners.
Experience Summary
Current Role
Susan has served as the Student Services Manager (Planning and Quality) at The Open University since 2000. In this role, she is responsible for coordinating the planning, implementation, and continuous improvement of student support services across the institution. She works closely with cross-functional teams to identify and address pain points, enhance process efficiency, and drive initiatives that elevate the overall student experience.
Under Susan's leadership, the student services department has achieved marked improvements in key performance indicators, including reduced wait times, increased first-contact resolution rates, and improved student satisfaction scores. She has spearheaded the implementation of innovative technologies and data-driven strategies to streamline operations and enhance the accessibility of services.
Career Progression
Prior to her current role, Susan held several positions within the student services and higher education administration domains. She began her career as a Student Advisor at the University of Cambridge, where she gained valuable experience in supporting the diverse needs of the student body. She later transitioned to a Student Services Coordinator role at the University of Exeter, where she honed her skills in project management, process optimization, and stakeholder engagement.
Academic Background
Susan holds a Bachelor of Arts degree in Psychology from the University of Oxford, with a focus on organizational behavior and human resource management. She has also completed several professional development courses in the areas of quality management, change leadership, and student success strategies.
Areas of Expertise
- Student services operations and administration
- Planning, implementation, and optimization of support services
- Data analysis and performance management
- Cross-functional collaboration and stakeholder engagement
- Change management and continuous improvement initiatives
- Student experience enhancement and satisfaction
Professional Impact
Under Susan's leadership, the student services department at The Open University has consistently achieved high marks in annual student satisfaction surveys, with overall satisfaction scores reaching 92% in the most recent assessment. She has spearheaded the implementation of a robust quality assurance framework, leading to a 15% reduction in student complaints and a 20% improvement in first-contact resolution rates.
Conclusion
With her extensive experience in student services, proven track record of driving operational excellence, and commitment to enhancing the student experience, Susan Langton is a valuable asset to The Open University and the wider higher education community. She is poised to continue making meaningful contributions to the institution's strategic objectives and the success of its diverse student population.
