Two Birds with One Stone: Staff Satisfaction and the Student Experience

Delivering an industry-leading student experience—one that matches the kind of experience students get from retail leaders like Amazon—is a high priority for college and university leaders across the United States. After all, a great student experience impacts student acquisition, retention and completion in significant ways. Unfortunately, what often gets lost in the efforts to drive the student experience is the experience of administrative staff working both on the front lines and behind the scenes. In this interview, Cathy Sandeen reflects on how the staff experience helps create a great student experience and shares her thoughts on the role senior institutional leaders need to play in ensuring the staff experience is a positive one.