A Closer Look at the Student Experience at Arden University: An Interview with Craig McIlwain

We recently sat down with Craig McIlwain, Pro Vice-Chancellor for Student Experience at Arden University, at the opening of our fantastic new study centre in Newcastle. We discussed how Arden’s unique, flexible approach to higher education puts students first.

Introduction

Could you introduce yourself and tell us a little bit about what you do here at Arden?

Certainly! My name is Craig McIlwain, and I am the Pro Vice-Chancellor for Student Experience at Arden University. I’m absolutely delighted to be here at the opening of our wonderful new space in Newcastle, and I’m really looking forward to welcoming many new students to this campus.

To start, how would you say Arden’s approach to the student experience differs from more traditional universities?

I believe our approach is quite distinct, most notably because of the sheer variety of support services we offer. We have broad, dedicated student experience teams designed to support students with every specific need they might have—ranging from success coaches and peer mentors to student life advisors and staff in our multicultural hub. It is a much wider range of support than what is typically offered at traditional UK universities.

Many of our students are the first in their families to go to university. What would you say to someone who feels like they might not fit in or doesn't know what to expect from Higher Education?

I really love this question, because many of our students are the first in their family to attend university, and I was, too. I was also a student who commuted to campus, so I understand firsthand what that experience is like.

My advice is: embrace the opportunity and reach out for the support that will help you settle in. There will be times when things feel challenging, and that’s normal, but lean on your support network and the resources we have available. I have no doubt that you will have a fantastic experience with us."

We know our students are often balancing families, jobs, and community commitments. How has Arden built its teaching and support systems to help these students succeed?

Flexibility is key. We recognise that many of our students come to us juggling work and family life. We offer options like flexible timetables and access to support services tailored to fit around your professional and personal requirements. We also understand that life happens, so we are prepared to adapt our support to meet your ever-changing circumstances.

Support and the Student Experience at Arden

One of Arden’s unique features is our Success Coaches. Can you explain how that relationship works and why it’s so important for a student’s confidence?

Our Success Coaches are fantastic, and they are there to support both our blended and distance learning students. They offer one-to-one, bespoke guidance on everything from assessment submissions and time management to planning, health, and wellbeing.

Regarding confidence, they are essential for those who may have taken a break from education and feel a bit nervous about returning. Whether you're struggling with 'imposter syndrome' or just haven't written an academic assessment in many years, our coaches are there to help you organise your time, understand the requirements, and feel comfortable and confident in your own abilities.

We know that financial anxiety about university can be a huge barrier. How does Arden support students in navigating the practical and financial side of their studies?

We understand that financial pressures are very real for many students right now. To help, we offer various options such as bursaries and financial packages. We also provide practical support, such as laptop loans for those who need them for assessments.

At Arden, we have a very diverse student community. How do we ensure our support is culturally aware and genuinely inclusive?

We make sure that we listen to our student voice thoroughly. We attract students from a multitude of different cultures, and it is fundamentally important that we hear from you about which activities and events work best. We offer a range of cultural events to ensure that everyone feels able to connect, because coming to university is not just about the academic experience, it’s about the community and cultural experience, too.

As many of our students study fully online or through part-time campus study mixed with online learning, how do we create a sense of belonging in an online environment?

Maintaining a sense of community online is a fundamental part of the feedback we receive from students. We have established a distance learning platform that enables students to access support and engage with one another through student forums and online events. We know this is vital, and we are continuously working to facilitate those opportunities for our students to integrate.

If a student is struggling, whether it’s with a module or a personal issue, what does proactive support at Arden look like?

Firstly, our advice is always to reach out, we don't want anyone to suffer in silence. Secondly, we have several teams who actively reach out to ensure you're okay. If you're struggling with attendance, our attendance team will check in; if you're behind on assessments, our success coaches will help you get back on track. Also, our peer mentors can connect you with other students who have navigated similar challenges.

Many students new to higher education worry about the first few weeks. What happens at Arden to ensure no one feels ‘thrown in at the deep end’?

The first few weeks are exciting, but we know they can be intimidating. To help, we have our 'Start Smart' induction program. On day one, you’ll meet our support staff and your fellow students, and get a clear understanding of what to expect.

We are also introducing a 'Getting Ready to Study at Arden' module, which allows you to access support services, set up your technology, and feel fully prepared before your studies even begin."

If someone is watching this feeling nervous about hitting 'submit' on their application, what is your message to them?

My advice is: go for it! The hardest part of the decision-making process is simply hitting that button.

Once you’ve applied, you’ll quickly realise that you are surrounded by staff and fellow students who were in the exact same position as you—they had doubts, and they were also juggling work and family. Our support services are broad and fantastic, and we are here to help you achieve your goals and progress your career. Be brave, submit the application, and we look forward to meeting you in person.