Director, Voice of Student – HigherEdJobs

Job Type: Full time

Job Number: JR-021354

Location: Salt Lake City
Office

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

Primary Responsibilities

• Develops and Leads WGU’s Voice of Student
  Strategy:
  • Designs and manages a university-wide student feedback framework that integrates qualitative and quantitative
    insights.
  • Establishes systems to collect and analyze student perspectives at key points in their journey (enrollment, coursework,
    completion).

• Gathers and Analyzes Student Feedback Across Multiple Channels:
  • Oversees ongoing
    student surveys, focus groups, advisory boards, student sentiment (Reddit, YouTube, etc.), and real-time feedback
    mechanisms.
  • Manages and improves Net Promoter Score (NPS) as a key performance indicator, ensuring alignment with broader student
    success efforts.
  • Utilizes data analytics tools (Tableau, Power BI, Salesforce) to synthesize and share key trends impacting the
    student experience.

• Drives Continuous Improvement Based on Student Insights:
  • Collaborates with
    academic, enrollment, student services, alumni, assessment, and technology teams to act as a student representative.
  • Influences
    university policy and service enhancements to improve student engagement, satisfaction, and retention.
  • Identifies trends in student
    sentiment and proactively addresses pain points before they impact student success.

• Communicates Student
  Insights Across the University:
  • Delivers regular reports and presentations to university leadership, faculty, and key
    stakeholders to ensure alignment with student needs.
  • Develops and maintains dashboards and data visualizations to track and monitor
    student experience trends.
  • Advocates for student-first decision-making by embedding student feedback in WGU’s strategic planning
    processes.

• Enhances Student Engagement and Communication:
  • Partners with communications teams to
    ensure students feel heard and see their feedback in action.
  • Creates closed-loop feedback mechanisms so students receive updates on
    how their input is being used.

• Fosters a Culture of Listening and Continuous Improvement:
  • Partners
    with technology teams to enhance feedback collection systems and accessibility.
  • Leverages industry best practices and higher
    education research to continuously evolve WGU’s Voice of Student initiatives.
  • Ensures the Voice of Student function remains
    proactive, innovative, and responsive to changing student needs.

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

• Deep understanding of student engagement, advocacy, and experience best
  practices.
• Strong analytical skills with experience in data interpretation, survey analysis, and trend
  forecasting.
• Knowledge of Net Promoter Score (NPS), student experience metrics, and customer experience
  methodologies.
• Proficiency in survey tools (Qualtrics, Medallia, or similar), data visualization platforms (Tableau, Power BI), and
  CRM systems (Salesforce preferred).
• Experience leading cross-functional initiatives that drive student experience
  improvements.
• Exceptional communication and presentation skills, with the ability to translate data-driven insights into actionable
  strategies.
• Strong leadership and collaboration skills, with experience influencing diverse teams.
• Familiarity with higher
  education policies, compliance, and accreditation requirements.

Education

• Bachelor’s degree in a related
  field (Education, Business, Social Sciences, Data Analytics, or similar).

Experience

• Seven (7) years of
  experience in student affairs, customer experience, voice of customer, or student engagement roles.
• Three (3) years of leadership
  experience managing teams and strategic initiatives.

Preferred Qualifications

• Master’s or Doctoral degree in
  a relevant field.
• Experience working in an online or competency-based education environment.
• Background in higher education
  analytics, behavioral data interpretation, and service design.
• Experience with higher education compliance, accreditation, and
  student advocacy

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.