Jess French
Senior Manager, Student Support
Jess leads our Student Support team, ensuring learners feel supported, engaged, and empowered to succeed throughout every stage of their studies. Jess works closely with internal teams and university partners to create an environment where students feel connected, motivated, and confident in their academic journey.
Her journey with learners began in the contact centre with Wiley in 2016, where she spent six years working in this team. It was there that she developed a deep understanding of the challenges students face day-to-day — and the power of empathy, consistency, and genuine conversation in keeping them engaged. This frontline experience continues to shape her leadership style and the supportive culture she fosters across the team.
What traits do you admire in a leader?
The ability to listen deeply, communicate with honesty, and create an environment where people feel safe to grow. I value leaders who respect the individuality of their team, who welcome challenge and collaboration, and who recognise that trust is built not through perfection, but through consistency and fairness.
What are your core values?
My core values are empathy, resilience, and clarity.
Empathy guides how I approach both students and colleagues — taking the time to understand individual experiences and responding with care and authenticity. Resilience shapes the way I navigate challenges, drawing on my own experiences to show that obstacles can become catalysts for growth when we’re supported in the right way. Clarity is central to how I lead: being transparent, consistent, and creating an environment where expectations, communication, and support are always clear and accessible.
Together, these values help me build trust, strengthen connection, and create a culture where people feel empowered to learn, grow, and genuinely succeed
Empathy guides how I approach both students and colleagues — taking the time to understand individual experiences and responding with care and authenticity. Resilience shapes the way I navigate challenges, drawing on my own experiences to show that obstacles can become catalysts for growth when we’re supported in the right way. Clarity is central to how I lead: being transparent, consistent, and creating an environment where expectations, communication, and support are always clear and accessible.
Together, these values help me build trust, strengthen connection, and create a culture where people feel empowered to learn, grow, and genuinely succeed
What is your Risepoint moment?
My Risepoint came the day I completed my Classics and Latin degree. Being diagnosed with dyslexia in my third year could have easily felt like a setback — but instead, it became a turning point. It forced me to rethink how I learned, how I worked, and how I showed up for myself. Finishing that degree wasn’t just an academic achievement; it reshaped the way I understand perseverance, capability, and the importance of tailored support.
It’s the moment that drives my commitment to students today. I know what it feels like to face barriers you didn’t expect, and I know how transformational the right support can be. That experience continues to anchor my work, reminding me why engagement, empathy, and belief — both in others and in ourselves — matter so deeply.
It’s the moment that drives my commitment to students today. I know what it feels like to face barriers you didn’t expect, and I know how transformational the right support can be. That experience continues to anchor my work, reminding me why engagement, empathy, and belief — both in others and in ourselves — matter so deeply.
