Manager, Student Journey Experience
About The Position
If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families. The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Professional 308 Pay Range: $73,000.00 - $109,400.00 Job Description Primary Responsibilities: Lead by Example: Lead and mentor two Student Journey Coordinators while actively contributing to experience design and execution. Journey Mapping & Optimization: Collaborate with Business Process Engineering to map student journeys, identify opportunities for improvement, and prioritize interventions. Personalized Experience Delivery: Design and deploy enhancements such as Pendo Guides, Megaphone announcements, and targeted nudges across digital platforms. Experimentation & Testing: Plan and execute A/B and multivariate tests to evaluate the impact of interventions on student engagement and retention. Data-Driven Decision Making: Use behavioral analytics, journey analytics, and qualitative insights to inform design decisions and measure success. Cross-Functional Collaboration: Partner with IT, Decision Intelligence, and Student Support teams to ensure orchestration capabilities are aligned with institutional goals. Performance Reporting: Track KPIs for interventions and team activities; communicate results and insights to stakeholders Performs other related duties as assigned. This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.
Requirements
- Must be familiarity with analytics tools (Adobe Analytics, Tableau) and orchestration platforms (Pendo, Tealium).
- Strong communication and stakeholder management skills.
- Hands-On Personalization Expertise: Experience creating and optimizing digital experiences using tools like Pendo, Tealium CDP, and A/B testing platforms (i.e. VWO).
- Data-Driven Mindset: Ability to interpret behavioral data, psychographics, and engagement metrics to inform strategy.
- Collaborative Leadership: Strong coaching and relationship-building skills; able to influence cross-functional teams and foster alignment.
- Technical Understanding: Familiarity with personalization technologies, orchestration platforms, and basic front-end concepts (HTML/CSS/JavaScript) for implementing guides and announcements.
- Analytical & Creative Thinking: Skilled at balancing data insights with innovative design approaches to improve student outcomes.
- Project Management: Ability to manage multiple initiatives, prioritize effectively, and deliver results on time.
- Bachelor’s degree required.
- 5 years of experience in personalization, digital experience optimization, or student engagement strategy.
- Proven track record and experience of designing and executing A/B tests and personalization campaigns.
Nice To Haves
- Advanced degree preferred.
Responsibilities
- Lead and mentor two Student Journey Coordinators while actively contributing to experience design and execution.
- Collaborate with Business Process Engineering to map student journeys, identify opportunities for improvement, and prioritize interventions.
- Design and deploy enhancements such as Pendo Guides, Megaphone announcements, and targeted nudges across digital platforms.
- Plan and execute A/B and multivariate tests to evaluate the impact of interventions on student engagement and retention.
- Use behavioral analytics, journey analytics, and qualitative insights to inform design decisions and measure success.
- Partner with IT, Decision Intelligence, and Student Support teams to ensure orchestration capabilities are aligned with institutional goals.
- Track KPIs for interventions and team activities; communicate results and insights to stakeholders
- Performs other related duties as assigned.
Benefits
- eligible for bonuses
- medical, dental, vision, telehealth and mental healthcare
- health savings account and flexible spending account
- basic and voluntary life insurance
- disability coverage
- accident, critical illness and hospital indemnity supplemental coverages
- legal and identity theft coverage
- retirement savings plan
- wellbeing program
- discounted WGU tuition
- flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave
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What This Job Offers
Job Type
Full-time
Career Level
Manager
