Associate Director, Digital Experience

National University

1d•Remote

About The Position

This role drives the execution and optimization of user-first digital experiences across the prospective student journey. Sitting within UX, this role operationalizes experience strategy, ensures alignment across Enrollment, AI-driven initiatives, and digital products, and continuously improves performance through data and insights. This role partners closely with Marketing Automation, IT/Product, Enrollment, and Data teams, supporting and influencing product and experience outcomes without owning product build or campaign execution. This role operates within the experience strategy and frameworks defined by UX leadership. National University is committed to maintaining a high-quality workforce representative of the populations we serve. National University employs more than 4,500 faculty and staff and serves over 45,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our student population, including adult learners and working professionals. National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University. National University is breaking barriers in education – and in the workplace. We’re united in our mission to build a better future for our more than 4,500 employees and our 45,000+ students. National University prioritizes our employee’s well-being and growth by offering competitive pay and benefits packages, development and advancement opportunities, remote-first work perks, and more. We value and reward the hard work of our faculty and staff.

Requirements

Bachelor’s degree in design, human-computer interaction, or a related field
7+ years of experience in digital experience, product strategy, personalization, or innovation roles, with a demonstrated ability to shape user-facing products and end-to-end journeys, not solely optimize existing experiences
Proven experience partnering closely with CRM and marketing automation teams, including hands-on familiarity with platforms such as Salesforce, and a strong understanding of lifecycle journeys, triggers, segmentation, and user signals
Demonstrated experience driving personalization and experience intelligence, leveraging behavioral, CRM, and intent-based signals to inform scalable, high-impact experience improvements
Strong experience and performance orientation, with the ability to define KPIs, work with GA4 and behavioral analytics, and translate user data into actionable experience and product recommendations
Solid foundation in human‑centered design, journey mapping, and experience strategy, with the ability to guide solutions across complex digital ecosystems
Demonstrated ability to operationalize experience strategy, connecting insights to prioritized initiatives across web, CRM, enrollment, and digital product touchpoints
Experience partnering with CRM, marketing automation, and data teams, with a working understanding of lifecycle journeys, segmentation, and behavioral signals
Familiarity with experimentation and optimization frameworks, using qualitative and quantitative inputs to support continuous improvement
Working knowledge of accessibility (WCAG), responsive design principles, and content structure, with the ability to advocate for inclusive, scalable experiences
Experience collaborating within design systems and shared UX frameworks, partnering with designers rather than owning detailed design execution
Exposure to or experience supporting AI‑driven or personalization‑based experiences, with the ability to assess impact on user journeys and outcomes
Strong cross‑functional leadership and influence skills, aligning UX, Product, Enrollment, Marketing Automation, IT, and Data teams without relying on formal authority
Excellent written and verbal communication skills, with the ability to translate complex experience and data concepts for both technical and non‑technical audiences

Responsibilities

Partner with Enrollment, Marketing, and Product teams to identify and recommend new products and experience opportunities based on Journey and User Insights and competitive audits
Translate business needs into user-first experience concepts
Map, optimize, and operationalize end-to-end journeys across Web, CRM, and Enrollment touchpoints
Partner on integrating user journeys for New Digital Product launches and measuring performance and user journeys for on-going optimization
Lead Cross Functional work sessions for ideation and alignment on Digital Experiences
Support AI and innovation initiatives by ensuring experiences are user-centered and measurable
Develop a deep understanding of end-to-end user journeys across web, CRM, and enrollment touchpoints
Identify friction points, drop-offs, and experience gaps
Biannual Competitive and Technology Audits
Partner on Personalization Roadmaps and explore partners
Translate insights into Personalization strategies ensuring personalization efforts are aligned with user behavior, lifecycle stage, and business goals
Partner with UX leader on Digital Product reporting for User KPI’s ensuring building reporting and metrics
Leverage UX research and behavioral insights to inform experience and product decisions
Translate insights Experience improvements
Recommendations for new product features or enhancements
Ensure all product, pilot, and AI initiatives are grounded in real user needs and behaviors
Act as a connector across UX, Data, Marketing Automation, Enrollment, and IT/Product teams
Ensure alignment between experience strategy, product development, and marketing execution
Provide experience and performance input into prioritization discussions, in partnership with UX leadership, product and marketing owners
Other duties as assigned
May have direct reports over time (e.g., UX engineering, analytics, or experience-focused roles) based on organizational needs
Leads and directs work through cross-functional partners, including Marketing, Enrollment, CRM/Automation, Product, and Engineering teams
Overseas and manages external agency partners and vendors, ensuring quality, alignment, and delivery against experience and performance goals
Operates with a high degree of autonomy, influencing outcomes without relying on formal authority
Acts as the experience owner across initiatives, ensuring user-centric thinking is consistently applied across all products and journeys