Director – Student Journey Measurement

Director – Student Journey Measurement

Requirements

• Proficiency with analytics tools (e.g., SQL, Python, Tableau, Power BI) and digital experience platforms.
• Ability to synthesize complex data from multiple stages into clear, actionable strategies.
• Knowledge of UX principles, digital accessibility (e.g., WCAG), and offline engagement dynamics.
• Familiarity with online education systems and lifecycle touchpoints (e.g., recruitment, retention, alumni relations) is a plus.
• Passion for student success and WGU’s mission of accessible, personalized education.
• Strategic, detail-oriented thinker with a focus on long-term engagement.
• Collaborative leader adept at working in a remote, distributed team setting.
• Bachelor’s degree in Data Science, Education Technology, Business Analytics, or a related field.
• Seven (7) years in a leadership role focused on digital experience, customer journey mapping, or data analytics, ideally in higher education or a hybrid service environment.
• Proven success in measuring and integrating digital and offline experiences across a full lifecycle.
• Experience leading cross-functional teams and driving long-term improvement initiatives.

Responsibilities

• Designs and implements a measurement framework that tracks the student journey across the entire lifecycle—from initial website visits and inquiries, through application and enrollment, active coursework, graduation, and into alumni engagement—spanning both digital and offline channels.
• Measures and optimizes key intersections of digital interactions (e.g., website navigation, LMS usage) and offline experiences (e.g., admissions counseling, mentor sessions, in-person assessments, alumni events), ensuring a seamless and cohesive journey.
• Collaborates with data analysts and IT teams to establish KPIs reflecting each lifecycle stage, using tools like Analytics, Tableau, or custom dashboards to monitor engagement, progression, and satisfaction from first contact to alumni involvement.
• Collects and analyzes feedback across the lifecycle—digital (e.g., website usability surveys, LMS data) and offline (e.g., mentor feedback, alumni surveys)—to identify opportunities for improvement at every stage.
• Partners with teams such as Marketing, Admissions, Student Services, Faculty Support, and Alumni Relations to align digital and offline strategies with WGU’s mission and lifecycle goals.
• Recommends tools and workflows that enhance connectivity across the lifecycle, from prospective student digital outreach to alumni networking platforms, prioritizing accessibility and scalability.
• Delivers comprehensive reports and presentations to senior leadership, linking metrics like website conversion rates, course completion, and alumni participation to demonstrate lifecycle impact and inform strategy.
• Leads initiatives to refine the student journey by addressing friction points at each stage, ensuring an equitable and engaging experience from first click to lifelong connection.
• Manages and mentors a team of analysts and specialists focused on lifecycle measurement, fostering innovation and a comprehensive approach to student success.
• Performs other job-related duties as assigned.

Preferred Qualifications

• Master’s Degree in Data Science, Education Technology, Business Analytics, or a related field
• Experience in competency-based education or online learning ecosystems.
• Background in higher education administration, student success, or alumni engagement programs.
• Certification in UX, data analytics, or project management (e.g., PMP, Google Analytics Certification).