Company Description
Newland Australian School is an educational institution that responds to the social and technological changes shaping today’s learners, especially digital natives. The school embraces the “Third Learning Revolution,” recognizing that easy access to information requires new approaches beyond memorization. NWL focuses on developing reasoning, critical thinking, and meaningful learning so students retain knowledge and can apply it in real-world contexts. The institution is committed to helping families navigate these changes and to creating an environment where students connect differently with the world and with knowledge.
Role Description
The Family Experience Officer is a full-time, on-site role assigned to a specific Campus (Juriquilla, Corregidora, Zibatá, Milenio, San Miguel), focused on building strong, collaborative relationships between families and the school. The main purpose of this role is to enhance family satisfaction, build long-term loyalty, identify retention risks,



and create meaningful experiences that contribute to student retention and re-enrollment. We are looking for someone who does more than listen — someone who can turn family feedback and data into concrete actions and measurable improvements.
Key Responsibilities
- Design and implement the Family Experience and Retention Strategy, aligned with institutional goals.
- Monitor key indicators such as retention, re-enrollment, withdrawals, satisfaction, and NPS.
- Identify students and families at risk of leaving and coordinate timely intervention plans.
- Manage the Voice of the Family, identifying needs, pain points, and opportunities for improvement.
- Develop listening and feedback mechanisms across key moments of the Family Journey.
- Analyze withdrawal reasons and develop preventive strategies.
- Coordinate re-enrollment and family loyalty initiatives.
- Follow up on relevant family cases, ensuring proper resolution and closure.
- Develop initiatives that strengthen com

📌 Family Experience Officer (Santiago de Querétaro)
🏢 Colegio Newland
📍 Santiago de Querétaro