Student Experience Framework
2013 -2017
CONTENTS
Title
Pages
Executive Summary
5-6
1. Introduction
7-8
2. Definition
9-10
3. The GCU Commitment
11-17
4. Priority Themes – Objectives and Mechanisms
18-22
I.
A welcoming and inclusive physical environment
18
II.
Visible and fully integrated services - “joined up”
student journeys
18
III.
A focus on pre-arrival and induction
19
IV.
A personalised experience which nurtures a sense
of belonging at its heart
19
V.
Global citizenship
20
VI.
Social and cultural capital
21
VII.
Brighter futures with career and employability
development at every level of study
22
5. Monitoring and Evaluation
23
6. Communication
24
Appendix 1: Student Experience Forum Terms of Reference
25-26
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EXECUTIVE SUMMARY
This is the first time the University has produced a Framework document that
presents a cross institutional approach to the strategic management of the GCU
student experience.
In an increasingly competitive environment, the ability to promote the distinctiveness
of our student experience to prospective and current students is vital. The student
experience is our core business, and the delivery of a personalised, top quality,
responsive and distinctive experience is a key enabler in ensuring the success of the
University’s overall KPIs.
The GCU Framework has been produced as a result of a year-long development
project (“Student Experience – Destination 2015”) involving staff and students from
across all areas of the University. Listening to what students are telling us about
their GCU experience has been an important aspect of the Framework. Our vision is
that by 2017, 100% of our students will be willing to recommend GCU as offering a
truly outstanding student experience.
The principles that underpin the approach we have taken to the definition of the GCU
Student Experience and to the content of the Framework are:
The Framework support the needs of all students - regardless of their background,
previous educational experience, programme, level, mode or location of study,
A “whole life” experience – we view the student experience in its broadest sense
and recognise the importance of the support we provide both inside and outside of
the classroom.
Centrality of the learning and teaching experience – we understand that the
academic sphere is the most important site for nurturing the sense of engagement
and belonging that is so important for student retention and success. Effective
partnership working between professional support staff and teaching staff is
essential in the delivery of a co-curricular approach to the student experience.
A personalised experience – we recognise the needs of an increasingly diverse
student population and appreciate that an “outstanding” student experience will
mean different things to different students.
The Framework is structured around 7 “GCU Commitment” themes, which cover
the student life cycle. Under each theme we have set out what students can expect
from the University and what the University expects from our students.
3
Additionally, we have identified 7 priority student experience themes for 2013-17.
Under each theme we have specified our key objective and the mechanisms through
which this will be delivered.
The “GCU Commitment” Themes
 We will help you make an informed decision when you are considering GCU
as your study destination
 We will help you bridge the gap between your existing life experiences and
your new University experience
 We will ensure you have opportunities to make social connections and to
benefit from the experiences of others through peer support and mentoring
networks
 We will support and stimulate you to stay engaged with your studies and
encourage you to make the most of the co-curricular and extra-curricular
activities that are available to you
 We will promote and encourage a culture of partnership working
 We will share your ambitions and promote career and employability
development throughout your degree study and beyond
 We will show respect and concern for all students and staff
Student Experience priority themes
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A welcoming and inclusive physical environment
Visible and fully integrated services - “joined up” student journeys
A focus on pre-arrival and induction
A personalised experience which nurtures a sense of belonging at its heart
Global citizenship
Social and cultural capital
Brighter futures with career and employability development at every level of
study
A student facing version of the Framework, focusing on the GCU Commitment, will
be launched in 2013/14, along with our new Student Experience web pages.
The Framework will be monitored by a newly established Student Experience Forum
which will report to the Executive Board.
The continuous enhancement of the GCU student experience is something we take
very seriously. Standing still is not an option and we have set ourselves some
challenging objectives. We are, however, building on a longstanding GCU tradition of
putting students first and should have every confidence that we can offer our
students a truly outstanding student experience they will be eager to recommend.
4
1. INTRODUCTION
At Glasgow Caledonian University the student experience is our number one priority
and students have been at the very heart of our thinking as we have developed our
Student Experience Framework for 2013-2017.
We want all our students, regardless of their location, mode or level of study, to get
the most out of their time with us and to leave us with their expectations fully
realised. The overarching vision for our Framework is that by 2017, 100% of GCU
students will be willing to recommend the University as offering a truly outstanding
student experience.
Our Student Experience Framework is one of a number of strategic enablers that
support the delivery of the University’s overall strategic goals and key performance
indicators (KPIs) as outlined in the Strategy for 20151. The success of the
Framework will therefore be the success of the University’s overall KPIs.
As such, the Framework is not a standalone document and its objectives are
reflected in, and intrinsically linked to, those outlined in a wide range of strategies
including our Strategy for Learning; Career Development and Employability Strategy,
Internationalisation Strategy, People Strategy; Equality Outcomes Framework,
Campus Futures plan and our Outcome Agreement with the Scottish Funding
Council.
We view the delivery of a personalised, top quality, responsive and distinctive
student experience as a responsibility that is shared by every single member of staff
across the University, with the Directorate of Student Experience providing a
strategic overview and co-ordination role in relation to the institutional Framework.
We believe that students too have key responsibilities in this, and that partnership
working between staff and students is essential in ensuring the successful design,
delivery and monitoring of our student experience objectives.
This partnership approach has been reflected in the development of the Framework
itself, which has been a collaborative process involving staff and students from
across the University. Our first ever GCU Student Experience Summit, held in
January 2013, provided the opportunity for teaching staff, professional support staff
and students to come together to debate and agree what our key student experience
priority themes should be for 2015 and beyond.
The “student voice” is a key driver for our Framework. We have listened to what our
students are telling us – both in the student satisfaction surveys we take part in and
also via our student representative structures and our partnership working with the
GCU Students’ Association.
1
The development of the next University Strategic Plan will take place during 2013/14
5
Simply put, the Framework sets our stall in respect of:
 what students can expect from the University and what, in turn, the University
expects from our students (“The GCU Commitment”) and;
 what our key priority student experience themes are for 2013-2017 and how
these will be delivered
Of course, the Student Experience Framework is not a static document and it will be
reviewed, monitored and updated annually via our newly established Student
Experience Forum, to make sure we are meeting our objectives and keeping abreast
of wider developments and student needs.
We are most definitely not starting from scratch, but building on a long standing
reputation for offering an outstanding student experience. We have an impressive
and ambitious suite of projects and initiatives that are already underway across the
University, many of which have been instigated as a result of student feedback and
with the express intention of enhancing the student experience.
Information and updates on the progress we are making on the various projects and
initiatives that are described in the Framework will be made available via our new
Student Experience webpages.
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2. DEFINITION
The student experience is our core business and we recognise that it transcends
everything we do for and with students throughout their GCU student journey - from
their initial point of enquiry as potential applicants, to graduation and beyond.
A “whole life” experience
At GCU our definition of the student experience embraces all aspects of student life
and includes what happens both inside and outside of the lecture theatre, seminar
room or laboratory. We understand how important high quality facilities, learning
resources, catering, residential accommodation and professional support services
are to our students and the role that social and cultural activities play in promoting
student retention and success.
This “co-curricular” approach is reflected in the objectives we have set for our
Student Experience Framework and in the range of projects and initiatives we have
instigated. Promoting student belonging, engagement, self-confidence, and
ultimately retention and completion, is a key driver for our Framework.
We recognise the work commitments that many of our students have and, via our
Careers and Employability Strategy, will encourage students to use this and their
wider life experiences as part of their personal development and career planning.
Centrality of the learning and teaching experience
We recognise that for students the degree programme they are studying is central to
their experience of the University and that the academic sphere is the most important
site for nurturing a sense of belonging and engagement2. A commitment to
enhancing the student experience is in a large part a commitment to enhancing the
learning and teaching experience. With this in mind, our co-curricular approach is
underpinned by a commitment to professional support service staff working in close
partnership with teaching staff to nurture student belonging and participation, both
inside and outside of the classroom.
A Personalised Experience
The term “student experience” may be used widely as a collective term but to a
student it is of course a very individual concept.
We understand the different needs of our increasingly diverse student population and
appreciate that an “outstanding” student experience will mean different things to
different students. In particular, we recognise the high percentage of GCU students
2
Thomas L (2012), Building student engagement and belonging in higher education at a time of
change: Final report from the What Works? Student Retention & Success Programme; Paul Hamlyn
Foundation
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who have family and work commitments and the impact this can have on their
support needs, the amount of time they have available to engage with co-curricular
and extra-curricular activities, and their overall University experience.
Regardless of their background, previous educational experience, programme, level,
mode or location of study, we strive to ensure that all of our students have access to
the services and support they need to make the most of their GCU experience and
that this is clearly articulated and communicated to students – including the student
responsibilities that go with this. To this end we have set our promise in the GCU
Student Commitment.
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3. THE GCU COMMITMENT
Our overarching vision to offer students an outstanding student experience is underpinned by the following commitments. This list
is not exhaustive but is intended to illustrate the core aspects of the GCU Student Experience.
We will help you make an informed decision when you are considering GCU as your study destination
The University undertakes to:
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Provide information and impartial guidance to
potential students on appropriate access routes into
HE; GCU academic programmes and all aspects of
student life relevant to prospective students
Understand that undergraduate, postgraduate,
international, mature and part time students all have
different needs and ensure that you have access to
experienced staff who can provide the support you
need to make an informed decision
Ensure that the information we provide promotes HE
study to students from a diverse range of
backgrounds
Provide a range of projects and initiatives to build
confidence and aspiration of young people in our
local community to study in HE
Work closely with our partner FE Colleges to support
students to study in HE
Offer you and your family the opportunity to visit the
University and/or to speak to staff and students
Publish, clear, accessible information on our
admission policy and processes
Deal with your enquiries as quickly as possible and
make sure you know who to speak to if you have any
follow up questions
Students undertake to:
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Provide the University with the information we need to be able to process your
enquiry
Ensure, if you are an international student, you are fully aware of UK visa
requirements
Make the most of the opportunities we offer to visit the University or to discuss
your options with us
Keep any appointments we make for you to visit us or let us know in advance that
you can’t make it
Read and digest all the information you can on what is available at GCU if you can’t
visit us
Inform us if you have any specific needs that will impact on your studies or life at
GCU
Adhere to our Admissions policy and guidelines
Make an informed decision
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Provide you with any confidential, specialist advice
and help you may require with potential support or
welfare needs
Provide specialist advice on matters that impact
directly on international students, such as visa advice
We will help you bridge the gap between your existing life experiences and your new University
experience
The University undertakes to:
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Provide a comprehensive Induction Programme for all
new students
Offer targeted support interventions for new
undergraduate entrants via our “Transition Support
Road Map” and the work of our Schools and Colleges
Engagement and Transition Team
Create a welcoming environment in which you will
feel a sense of belonging
Promote and deliver a full range of professional
student support services
Support your “whole life experience” by helping you
with your residential accommodation needs and any
personal support needs
Provide on-going learner support and advice via our
dedicated Learning and Development Centres located
in each of our three academic schools
Provide you with an Academic Advisor who will
provide you with advice and guidance on all academic
matters and help you navigate the professional
support services that are available to you
Through our Graduate School; support your
postgraduate research needs by providing a wide
range of resources, workshops and guidance to
Students undertake to:
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Attend and enthusiastically engage with your induction programme
Familiarise yourself with the academic requirements of your programme and the
University’s student regulations
Find out about the support that is available to you
Seek support from the range of services available if you feel you need help with any
aspect of your GCU student experience
Attend your first meeting with your Academic Advisor
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enhance your research skills, as well as support your
personal and professional development.
We will ensure you have opportunities to make social connections and to benefit from the experiences of
others through peer support and mentoring networks
The University undertakes to:

Provide a range of cultural and social activities as part
of the induction programme and throughout the
session that will enrich your experience and further
develop your self-confidence and social skills
 Provide, via the Students’ Association, a diverse range
of clubs, societies and co-curricular activities
 Offer you the opportunity to participate in our
Mentoring and Peer Support framework
 Promote and encourage student volunteering
opportunities
 Through the Research Development Framework,
provide new postgraduate research students with
supervision, mentoring and development
opportunities as well as offer more experienced
researchers the opportunity to learn key lecturing
skills through our Graduate Teaching Assistant
Programme
 Ensure that internal and external collaborations
provide our postgraduate research students with an
extended research community which enhances and
supports their research career development
Students undertake to:
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Actively engage with the social and cultural opportunities that are available to you
and as appropriate to your individual circumstances
Engage positively with the mentoring and volunteering opportunities that are
available and appropriate to your circumstances
We will support and stimulate you to stay engaged with your studies and encourage you to make the
most of the co-curricular and extra-curricular activities that are available to you
The University undertakes to:
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Provide cutting edge physical and virtual learning
environments and resources
Ensure academic staff are experts in their subject and
Students undertake to:
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Engage positively with the learning opportunities by attending all timetabled
activities; working hard with honesty and integrity and making a positive
contribution in class
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able to communicate with and inspire their students
Ensure that all students are provided with clear and
timely academic feedback
Provide you with a dedicated Academic Advisor who
will meet with you three times a session to provide
you with academic support and guidance and help
keep your career and employability development on
track
Ensure postgraduate research students have
academic supervisors who are experts in their field
with access to professional development
opportunities which ensure they are always able to
help you maximise your research potential
Via our Learning and Development Centres, provide a
range of academic support interventions to support
student retention and success
Make sure you know who to speak to if you have a
problem or if you feel your academic studies are at
risk
Provide you with an international experience via the
internationalisation that is embedded within our
curricula and/or via the international study ,
exchange and other international opportunities that
are available
Promote a range of sports and recreational activities
to support your health and wellbeing
Capitalise on the opportunities enabled through our
satellite campuses in London and New York to ensure
benefit across our student population
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Meet assessment deadlines
Make sure you understand the assessment requirements of your programme and
the assessment feedback that is provided by your tutors
Approach your tutor or Academic Advisor if you are unclear about any of the
feedback you have been given
Attend and take full advantage of all scheduled meetings with your Academic
Advisor
Take responsibility for your academic development and make use of the support
that is available to you
Engage actively with the co-curricular and extracurricular activities that are available
to you
Let someone know if you are experiencing any difficulties or are having difficulties
finding the right person to speak to
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We will promote and encourage a culture of partnership working
The University undertakes to:
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Listen to and act upon what you tell us about your
student experience
Let you know the action we have taken as a result of
your feedback
Make it easy for students to navigate the support that
is available to them across the University and ensure
that all staff are aware of the services on offer and
can signpost these to students
Work with students and the Students’ Association to
improve and enhance the quality of the student
experience
Promote and encourage student involvement in our
quality assurance and enhancement processes
Promote partnership working between professional
support services and teaching staff to engender a
holistic approach to the student experience
Students undertake to:
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Take part in our student satisfaction surveys
Engage actively with our quality assurance and enhancement processes
Engage actively with your Students’ Association
We will share your ambitions and promote career and employability development throughout your degree
study and beyond
The University undertakes to:
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Develop graduates, from all levels of study, who are
proficient in their discipline, enterprising, responsible
and capable of fulfilling leadership roles in different
organisational and cultural contexts
Support personal and career development within the
curriculum by ensuring you can confidently define the
graduate attributes you have attained
Engage with employers to ensure our programmes
remain relevant to their needs and yours
Students undertake to:
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Be committed to your own career planning and to start this process early in your
studies
Engage actively with the Careers Service to take full advantage of their expertise and
opportunities
Enhance their employment prospects by taking advantage of volunteering, part-time
work, placements, summer opportunities and study exchange opportunities
Engage actively with the HEAR process
15

Promote work based learning as a core component of
the GCU student experience
 Provide a dedicated, professional Careers Service and
a Careers and Employability Strategy that helps
students develop skills and gain experience to
enhance their prospects for graduate employment
 Support undergraduate student personal and
professional career development via a Higher
Education Achievement Report (HEAR), providing you
with a record of your academic and extra curricula
achievements as a supplement to your degree
classification
 Ensure professional courses are appropriately
accredited by professional, statutory and regulatory
bodies
 Provide all alumni with access to a range of services
which will enhance their employability and career
development; such as:
1. access to the university's Careers Service for up to
two years after graduation
2. Invitations to alumni events which engender social
and business networking opportunities
3. CPD opportunities for alumni to return to study for
professionally relevant courses at GCU
We will show respect and concern for all students and staff
The University Undertakes to:
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Create and support an inclusive GCU community
where diversity is recognised and celebrated and all
members of the community are treated with
consideration and respect
Provide flexible, responsive services and support that
meet the needs of individuals and supports their
differing aspirations and goals
Students undertake to:
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Conduct yourself respectfully in all interactions with the GCU community and with
the wider local community and in such a way that reflects well on the University
Contribute to the University community by being considerate to others and
respecting the facilities and resources provided by the University
Come to the University with an open mind and not hold prejudice or discrimination
against any of the diverse communities within GCU
16

Ensure that the University’s motto, For The Common
Weal, is at the heart of everything we do
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4. Priority Themes – objectives and mechanism
i.
A welcoming and inclusive physical environment
Objective
To ensure that our campus mirrors the ambition and modern outlook of GCU by
providing a one-stop-shop student services ‘”hub”, social learning spaces and
academic teaching areas that engage users and enhance the learning experience of
all our students
Mechanisms
 Deliver the key strands of the Campus Futures initiative for 2015/16,
specifically the Heart of the Campus project which will provide a vibrant,
accessible, sector-leading campus centre piece to enhance the student
experience
 Ensure the quality of the student experience is maintained during the student
services decant phase of the Heart of the Campus project and that student
services are visible and accessible to students
 Ensure that the ambitions for the physical campus are mirrored by the
learning technologies we provide for our students and the ICT systems that
underpin effective and efficient student support services
ii.
Visible and fully integrated services – “joined up” student journeys
Objective
To ensure that our student services are visible, accessible and relevant to our
students’ needs, by striving to deliver innovative support services when, where and
how they can have the highest impact and the widest reach, and to enhance the
ways in which we promote these services to all our students
Mechanisms
 Design and deliver a cohesive student services experience as part of the
Heart of the Campus Project to improve student ease of access to services
and cross referral between services
 Adopt a “take to students” approach to service delivery to ensure that services
reach out to students in all aspects of their GCU student life
 Enabled by the work of the new Student Experience Forum, enhance the
partnership working between professional support services and schools as
part of a co-curricular approach to the student experience
 Introduce an ICT solution to track student enquiries and service usage and to
produce management information that will be used to inform service
18
developments and monitor the impact of student services interventions on
student retention and success
 Introduce a programme of internal student support departmental reviews
which will include consideration of sector benchmarks and sharing of good
practice
 Launch Student Experience web pages
 As part of the Heart of Campus development, introduce a certified training
programme for the student services enquiries team
iii.
A focus on pre-arrival and induction
Objective
To ensure that our pre-arrival, induction and transitions activities are well designed,
inclusive and that they promote the retention, progression and successful completion
of our students
Mechanisms
 Through the work of the Communications Group and the Induction Planning
Steering Group, enhance customer relationship management processes to
improve applicant conversion rates
 Through the work of the Induction Planning Steering Group, enhance the
cross institutional planning and delivery of the University’s Induction
Programme
 Ensure a close alignment between GCUSA run and University organised
induction events, activities and timelines
 Introduce an Induction App and improve the on-line information that is
available to students pre-arrival
 Enhance the pre-arrival and induction support for international students as
part of our overall ISB improvement plan
 Review mechanisms for surveying student satisfaction levels in respect of
their pre-arrival and induction experiences
iv. A personalised experience which nurtures a sense of belonging at its heart
Objective
To maintain our record as a leader in widening access, articulation and CPD - built
on our understanding that the needs and circumstance of our learners are not all the
same - supporting all of our students, regardless of background, circumstances or
age, to successful completion of their studies and beyond.
19
Mechanisms
 Introduce a new student portal to enhance the self-service support that is
available to students 24/7
 Devise a customer service model that recognises the need for increased
flexibility and that meets the needs of an increasingly diverse student
population
 Via the Student Experience Forum, enhance partnership working between
student services departments and Learning and Development Centres to
ensure student support can be targeted effectively
 Via the Feedback for Future Learning initiatives, ensure that all students
receive timely and accessible feedback on their academic performance and
have the skills and confidence to use this feedback positively to enhance their
future learning and improve their student experience
 Introduce an ICT solution to track student enquiries and service usage and to
maximise the potential for students at risk to be identified and supported
 Introduce a new University-wide standard for Academic Advising
 Encourage student engagement in co-curricular and extra-curricular events by
ensuring the content, timing and promotion of these events is as inclusive and
flexible as possible
 Introduce a more systematic and analytical approach to monitoring students’
use of support services and the impact that interventions for specific
categories of students have on retention and success
 Through participation in the HEA Change Programme, promote a sense of
community and belonging at School, Department and Programme level
through the embedding of the new institutional academic advising standard for
practice
 Use the Student Attendance and Engagement Monitoring system as a tool to
support the identification of students at risk and to trigger individual student
interventions to encourage retention and success
v.
Global citizenship
Objective
To ensure equality of opportunity for all our students to be successful global
graduates and citizens
Mechanisms
 Provide and promote opportunities for students at all levels to have an
international study experience with partner institutions, organisations and
employers around the world.
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 For those students who do not travel as part of their curriculum, promote a
broad perspective on learning cultures and styles through our approaches to
teaching, learning and assessment and our curriculum
 Capitalise on the opportunities enabled through our satellite campus in New
York to ensure benefit across our student population
 Promote social and cultural activities that enhance home and international
integration
 Promote a range of opportunities for gaining international experience
 Provide opportunities and encourage students to learn a new language
 Provide students with an enhanced learning environment by recruiting staff
from a range of educational cultures to develop our pedagogies and promote
internationalisation of our curriculum
 Provide a curriculum that reflects the University’s commitment to the United
Nations initiative Principles for Responsible Management Education
 Provide students with update to date information, guidance and support on
overseas labour markets
vi.
Social and Cultural Capital
Objective
To ensure that all students have the opportunity to enhance their social and cultural
capital via their programme of study and through the wider range of co-curricular and
extra-curricular opportunities provided as part of their GCU student experience
Mechanisms
 Provide and promote opportunities for students to engage in a range of
stimulating extra-curricular events and activities that enrich their experience,
promote personal growth and help enhance self-confidence and social skills
 Through participation in the HEA Change Programme, enhance support and
retention strategies by creating a sense of community and belonging and
increasing student self confidence
 Provide and promote opportunities for students to take part in work
placements, internships, exchanges, volunteering and a range of summer
opportunities to expand their horizons
 Promote and encourage the development of student peer mentoring
interventions across the University, supported by the GCU-wide Student Peer
Mentoring Framework, and encourage student participation as mentees and
mentors
 Promote the use of the Higher Education Achievement Report as an effective
formative tool to support undergraduate student reflection on all aspects of
their student experience
 In partnership with the GCUSA, promote the Student Leaders Programme
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vii.
Brighter futures with career and employability development at every
level of study
Objective
To ensure that every GCU graduate is confident about their future and is highly
sought after by employers of graduates
Mechanisms
 Via the Career Development and Employability Strategy, provide a
comprehensive action plan for enhancing the graduate employment prospects
of GCU graduates
 Use the new Academic Advising standard to explicitly support undergraduate
students’ career planning
 Provide a professional Careers Service of the highest standard that is
accessible and responsive to the needs of the diverse GCU student
population
 Provide students will easily accessible and comprehensive information on
part-time work, internships, volunteering and other opportunities to learn
about themselves and work
 Grow and promote employer engagement to provide opportunities for all GCU
students to acquire first hand ‘business awareness’
 Make a radical shift of emphasis from level four to levels two and three to
improve students’ understanding of, and readiness for, graduate level
employment by the end of their programmes of study
 Provide high quality, effective careers guidance, advice and information
through the curriculum and the co- and extra-curricular activities
 Use the Higher Education Achievement Report to support undergraduate
students’ career planning and development
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5. Monitoring and Evaluation
The Framework will be reviewed, monitored and updated annually via the Student
Experience Forum who will receive an annual report on the GCU Student
Experience. The report will also be considered by the University’s academic
committee structure and by Court.
Other monitoring mechanisms will include:
 The introduction of an annual Student Experience Survey and the use of
student panels to “drill down” on specific aspects of the student experience
 The creation of a Student Experience Dashboard which will provide updates
on the University’s performance against the key Student Experience
measures of success
 The development of analytics which will be used to provide students with
information on how they can maximise their GCU student experience (e.g. xx
% of student awarded first class degrees use the library xx hours per week on
average during term time)
 The introduction of a regular programme of student support service
departmental reviews
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6. Communication
The Directorate of Student Experience will play a co-ordinating role in ensuring the
effective communication of the Framework across the University community.
A student facing version of the Framework, focusing on the GCU Commitment, will
be produced and made available via the new Student Experience webpages.
Students will be introduced to the Framework as part of induction activities from
September 2013 onwards.
The Student Experience Summit, introduced in January 2013, will become an annual
event and will offer the opportunity for staff and students from across the University
to meet and discuss issues of common interest and to share ideas on how we can
further enhance the cross institutional approach to the GCU student experience.
Regular updates on progress in meeting the Framework objectives (including the
Student Experience Dashboard) will be available on the Student Experience
webpages.
As the Framework is rolled out in Session 2013/14, consideration will be given (via
the Student Experience Forum) of ways in which we can recognise, reward and
celebrate success and innovation in the delivery of an outstanding GCU student
experience.
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Appendix 1: Student Experience Forum
Terms of Reference
1
Purpose:
To advise the Executive Board on aspects of the student experience
2
Remit:










3
To advise the Principal and the Executive Board on the development of
policy in areas related to the student experience, recognising the
diversity of the student body
To oversee the on-going development and monitor progress against
the objectives of the Student Experience Framework
To receive and consider an annual Student Experience Report
To oversee and coordinate key aspects of the student experience to
ensure coherence across the professional services and Schools and to
promote and encourage the development of services to potential and
current students across the University
To encourage participation in, consider and oversee action on the
outcomes of student feedback and student satisfaction surveys
To advise on general communications to the student body
To encourage the development of and sharing of good practice with
respect to the student experience
To ensure co-ordination with GCU Students’ Association and University
activities in relation to the student experience
To establish and receive advice from working groups as appropriate
To receive and consider any issues passed to the Forum from Senate
or its sub committees and to pass to Senate and its sub committees
any issues which fall more appropriately within their remits
Quorum
One third of the total membership excluding co-options which must include
either the convenor or a designated vice convenor
4
Reporting Line
Executive Board
5
Frequency of meetings
4 meetings per year
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6
Membership
Convenor – Director of Student Experience
Student President
GCUSA General Manager
Student Experience Project Manager
PVC Learning and Teaching
Head of Centre of Learning Enhancement and Academic Development
Heads of Department, Directorate of Student Experience
Teaching staff representative from each School
Representative from GCU London
Director, Graduate School
Director, UK Recruitment and Outreach
Representative from Centre for Research in Life Long Learning
Directors of Learning Development Centres
Head of Campus Services
Director of Library Services
Customer Service Development Manager – Information Services
Head of Global Admissions
Assistant Vice Principal International
Director of Marketing
Other members to be co-opted as required
15 June 2013 , Court
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