Customer Experience and Lean (CX&L) is an intrapreneurial team from RMIT University, working to inform business strategy and enact transformative change. Our team aimed to bring a service design and customer experience mindset across the university from both a business and academic perspective.
CX&L inspires and empowers to deliver a differentiated and consistent end-to-end student experience.
As an enabler function of the institution, the CX&L Team set out to catalyse a number of business outcomes. Some of these areas were in:
Enabling ways of working, by facilitating adoption of innovation and a human-centred design approach, and in turn, helping by:
Improving conversion for prospective students through co-designing with marketing, reducing drop-off and increasing the number of pathways for prospective and TAFE students.
Reducing attrition for first year students through supporting transitions.
Increasing NPS and student engagement by developing a consistent on-campus and remote experience, across way-finding, student services, and technology.
Improving value offerings, by delivering better teaching through tailored learning design.
Increasing retention of alumni to develop networks for give back and other contributions.
As a CX Researcher, I worked to support RMIT’s business outcomes by creating a service design toolkit that would develop institutional understanding of students and their journey before, during and after university. My role was central in the project’s multiple research rounds.