Journey Coordination Lead at Western Governors University in Salt Lake City, UT

Job description

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 308 Pay Range: $75,200.00 - $112,700.00 Job Description Journey Coordination Lead serves as the primary owner of the Student Experience Clearinghouse, the system that coordinates how students interact with WGU. It is a lead individual contributor role on the Student Journey Measurement team responsible for providing functional leadership, subject matter expertise, and cross-functional coordination to advance processes, systemic campaigns, and experience design practices that create a more cohesive student journey across WGU. This role guides repeatable operating models for intake, prioritization, experimental design, campaign planning, journey coordination, channel alignment, launch readiness, and post-launch learning across student-facing engagement touchpoints, including email, texting, in-app notifications, chats, and other emerging channels. The role partners closely with Product, Enterprise Architecture, Academic Operations, Student Support, Decision Intelligence, and other cross-functional stakeholders to define business needs, clarify ownership boundaries, document requirements, and shape a roadmap for system consolidation and process streamlining. The Journey Coordination Lead approaches this work from a business-ownership and experience-outcome perspective, while partnering with technical and communications teams for platform execution, channel standards, and implementation details. Primary Responsibilities • Provide functional leadership, subject matter expertise, and day-to-day guidance to Student Journey Coordinators and Student Interns, including work prioritization, quality standards, problem solving, knowledge sharing, and capability development, without direct people management responsibility. • Establish and continuously improve a journey coordination operating model that supports intake, triage, prioritization, documentation, governance, readiness review, delivery planning, and post-launch evaluation for student experience initiatives. • Guide the design and development of systemic student journey campaigns and experience interventions that reduce fragmentation, improve relevance, and align to WGU retention, progression, onboarding, support, and student success priorities. • Partner with Product, Enterprise Architecture, Business Process Engineering, Decision Intelligence, Academic Operations, Student Support, and communications stakeholders to define business requirements and roadmap inputs for streamlining student-facing systems and processes. • Serve as the business lead for cross-channel journey coordination workflows, ensuring student-facing engagement initiatives are planned, sequenced, measurable, testable, and aligned to the intended student e