About us
UCL – Where Innovation Meets Impact
University College London (UCL) is a global leader in research, education, and innovation. With over 50,000 students and staff, a breathtaking campus of 240+ buildings, and an estate stretching across 6.5 million square feet, UCL is redefining what it means to deliver world-class experiences on a world-class campus.
We are now looking for a visionary and dynamic Assistant Director of Campus Experience, Communication and User Engagement to drive transformative change and embed a user-first culture across our vast and vibrant estate.
About the role
This is not just a job – it's an opportunity to shape the daily experiences of thousands of students, staff, academics, and visitors. You’ll lead from the front, developing bold strategies to ensure every corner of our campus delivers excellence, innovation, and inspiration.
As a senior leader reporting to the Director of Campus Experience and Commercial Services (and dotted line to the Head of Communications, VP External Engagement), you will:
Lead culture transformation across Estates, embedding a shared vision of service excellence and inclusivity.
Develop and deliver a strategic communications, marketing and engagement plan that elevates UCL’s estate and services.
Use data-driven insight to continuously improve the campus experience and drive measurable outcomes.
Champion collaboration across faculties, student groups, and professional services to deliver a united “One Estate” community.
About you
You are a strategic leader with a passion for exceptional service and user experience. Your career to date shows a proven ability to transform culture, lead diverse teams, and deliver results in fast-paced, complex environments. You are an outstanding communicator, a people-first leader, and a tireless advocate for change.
We’re looking for someone who brings:
Extensive of experience in customer experience, communications, or engagement roles
Proven leadership within complex estates or service organisations (HE, hospitality, or commercial sectors)
Expertise in customer satisfaction tools (e.g., Net Promoter Score, CSAT, journey mapping)
Experience delivering large-scale service change and cultural transformation
A proactive mindset, emotional intelligence, and strong interpersonal skills
Why Join UCL?
Be part of a world-renowned university shaping the future of education, research, and societal impact.
Drive tangible change in one of the UK’s most ambitious estates programmes.
Collaborate with exceptional teams across a diverse, inclusive, and values-led organisation.
Access comprehensive benefits, including generous leave, pension contributions, and professional development.
What we offer
As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:
- 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
- Additional 5 days’ annual leave purchase scheme
- Defined benefit career average revalued earnings pension scheme (CARE)
- Cycle to work scheme and season ticket loan
- Immigration loan
- Relocation scheme for certain posts
- On-Site nursery
- On-site gym
- Enhanced maternity, paternity and adoption pay
- Employee assistance programme: Staff Support Service
- Discounted medical insurance
Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits to find out more.
Our commitment to Equality, Diversity and Inclusion
As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.
We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce.
These include people from Black, Asian and ethnic minority backgrounds; disabled people; and for our Grade 9 and 10 roles, women.
You can read more about our commitment to Equality, Diversity and Inclusion here : https://www.ucl.ac.uk/equality-diversity-inclusion/
