Manager, Student Journey Experience

Western Governors University • Full-time • Hybrid in Salt Lake City, Utah, United States • $73,000 - $109,400 / year • 1m ago

Fast Facts

Join WGU as a Manager for Student Journey Experience, where you will enhance student engagement and retention through innovative experience design and operational strategies.

Responsibilities: Lead a team of coordinators, oversee student journey mapping, design personalized experiences, execute A/B testing, and collaborate across departments to meet institutional goals.

Skills: Proficiency in analytics tools like Adobe Analytics and Tableau, experience with personalization technologies, strong communication and project management skills.

Qualifications: A Bachelor’s degree and 5 years of experience in personalization or digital experience optimization, with a preferred advanced degree.

Location: Salt Lake City Office, United States of America

Compensation: $73000 - $109400 / Annually

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 308Pay 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.

Qualifications

Knowledge, Skills, and Abilities

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.

Education

Bachelor’s degree required.

Experience

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.

Preferred Qualifications

Advanced degree preferred.

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift to 15 pounds at times.
Able to travel as required.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is 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; and 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.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.