Partnering for Impact: realising value through third party solutions

Mr Mark Young1, Ms Marianne Pierce2, Mr Garreth Chandler2

1La Trobe University, Kingsbury Drive, Australia, 2Evolve Research, Melbourne, Australia


La Trobe University commenced working with Evolve Research in 2015 and this partnership has grown from strength to strength, entering a new phase in 2018. With a shared vision and strong working relationship, La Trobe has been able to lead a data-driven approach to customer experience. Leveraging Evolve’s industry leading practice in research and customer experience to complement the ambition of the University in student experience.

This partnership has reinforced the benefits of partnering with third parties to lift the capacity of the organisation and empower positive change through a customer orientated approach. Specifically it has:
 Provided independent insights, advanced analytics and visualisation of data
• Supported La Trobe in maturing its capability in supporting students proactively and reactively through push notifications
• Enabled La Trobe to engage in leading practice from influences across a range of industries
• Provided a strategic forum to pursue ideas, concepts and latest thinking in student experience design and support


Mark Young is the Senior Manager, Sales and Customer Experience at La Trobe University, Victoria, Australia. He is responsible for domestic student recruitment and enhancing the customer experience in order to drive retention, advocacy, and deliver on La Trobe’s brand promise. He has more than 12 years’ experience working in the Australian Higher Education sector across marketing and recruitment, student services and engagement, international student support, student health, wellbeing and sport, careers and employability.

Mark is committed to enhancing the student experience, employability and academic student success. Understanding the value of education to empower and create opportunity, he is passionate about improving the quality and value of Australian higher education.

Mark holds qualifications in Master of Business Administration (UQ), Master of Teaching, Graduate Certificate of Career Development, and Bachelor of Arts.


The Australian and New Zealand Student Services Association Inc. (ANZSSA) is a professional association for people with an interest in the role of support services in post secondary education. We are focused on: The quality of the student experience Supporting and empowering students to achieve their educational and life goals Enhancing student wellbeing and development Improving student success and persistence Providing outreach to students at-risk Raising institutional student retention rates For more information, please visit the ANZSSA website at

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