Director, Student Journey Measurement

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:
 

Pay Range: $122,100.00 - $219,800.00

Job Description

Responsibilities

• Full Lifecycle Framework: 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.
• Digital-Offline Integration: 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.
• Data-Driven Insights: 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.
• Student Feedback Synthesis: 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.
• Cross-Functional Collaboration: 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.
• Technology & Process Evaluation: Recommends tools and workflows that enhance connectivity across the lifecycle, from prospective student digital outreach to alumni networking platforms, prioritizing accessibility and scalability.
• Reporting & Insights: 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.
• Continuous Improvement: 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.
• Team Leadership: 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.

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

• 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.

Education          

• Bachelor’s degree in Data Science, Education Technology, Business Analytics, or a related field.

Experience

• 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.

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).

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.