UAL’s student communication integration

In January 2025, the University of the Arts London (UAL) initiated a major transformation of its communications function to create a unified, audience-first model. A key component of this change was the formation of a new, integrated student communications team, combining previously separate functions: the central student communications team, college-based communications teams, and the Postgraduate Community team, which had previously operated independently within Student Services. This reorganisation aimed to increase the reach and impact of student communications in support of UAL’s strategic goals, including student experience, retention, and employability. However, the transition presented several challenges. The newly combined teams had limited prior collaboration, differing working practices, and unclear roles. There was also a need to ensure business continuity, develop a shared strategy, and align communications with the student journey across all levels and colleges.

Approach

Team integration and leadership support: We facilitated three workshops to bring the teams together, build trust, and co-create a shared understanding of roles and priorities.

Strategic planning and mapping: We supported team leads in developing detailed activity plans for 2025, including timelines, resource needs, and draft KPIs.

Insights and evaluation: We helped the team gather and interpret insights from key student surveys, UAL dashboards, and external research.

Coaching and capacity building: Through a series of coaching sessions, we supported members of the team, helping them build confidence, clarify their roles, and lead their teams through change.

Board preparation: We prepared materials for the Audience Board, including data on student profiles and a strategic overview of planned campaigns, engagement activities, and student voice initiatives.