Director of Experience

Opportunity at a Glance

Walden University is looking to add a Director of Experience and Transformation – addressing the need for an additional leader on the experience team who can support the strategy related to prospect and student experience, and work closely with the relevant central ATGE functions (e.g., Digital Product Management) assisting execution on that strategy. In this role, the Director will support the vision and strategy for the prospect and student experiences of the future, as well as assist in cross-functionally driving the effective execution of that vision and strategy. The Director will support under the direction of the Senior Director, new opportunities to learn from the experiences of current/past prospects and students – especially through unsolicited feedback – and will use these insights both to inform the future-state experience we will build and for ongoing continuous improvement. Walden University seeks an individual who can think strategically while supporting and driving results. They will have strong analytical capabilities and the ability to drive insights – and then drive action from those insights. This individual will have a strong understanding of digital education and/or a comparable industry. A bias towards action and speed of execution will be beneficial as it is imperative for the University to improve its competitiveness and drive growth. This position will also require strong collaboration skills while being able to drive progress through a variety of experience improvement projects.

Responsibilities:Identify prospect segments from their prospect journeys that demand different experiences (e.g., self-serve, high-touch), building on the high-level work the team has done to date.Working closely with various leaders and front-line SMEs and prospects across the University, define the journeys that each segment will take from initial interest through the census.Support and lead key projects that have been identified as initiatives to improve future student experiences.Support the Senior Director in determining which projects currently in development should be sunset or pivoted, and where additional initiatives may be needed.Support a nimble, cross-functional team to refine the roadmap to delivering the future-state enrollment vision and to deliver the roadmap in the form of a series of additive updates to the process that drives improvement toward the end-state vision.Assess and create a customer maturity plan, implementing phases of improvement to grow student centricity, personas, and opportunities to advance the experience offered.In collaboration with teams across the University, facilitate efforts to articulate the persistence, completion, and career journey for students, including distinctions relevant by program and degree level; gather insights (including but not limited to unsolicited feedback) from current and former students and front-line staff and faculty to inform this vision.Inventory the institution’s capabilities and projects in development, determining which should be continued, sunset, pivoted, or launched to deliver the end-state vision.Responsible for designing and implementing strategies that enhance the customer experience, including identifying areas of improvement, developing solutions, and monitoring the effectiveness of these strategies.Research to learn more about customer behavior and preferences, increasing customer satisfaction and brand loyalty through a streamlined customer experience.Performs other duties as assigned.Complies with all policies and standards.