Director, Voice of Student

Western Governors University
life insurance, flexible benefit account, parental leave, paid time off, paid holidays, sick time
United States, Utah, Salt Lake City
3949 South 700 East (Show on map)
Apr 18, 2025
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.