Digital Experience Monitoring and Quality Specialist

If youre passionate about building a better future for individuals communities and our countryand youre committed to working hard to play your part in building that futureconsider 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:

Job Description

The Digital Experience Monitoring & Quality Specialist ensures a high-quality frictionless and equitable self-service enrollment experience for prospective students. This role proactively monitors digital behavior identifies conversion friction and collaborates across teams to drive resolution. By leveraging tools like session replay accessibility testing and CSAT feedback this role acts as the frontline advocate for clarity reliability and usability within digital enrollment platform.

Responsibilities

• Continuously monitor student interactions using tools such as Microsoft Clarity FullStory or Hotjar to detect UX or technical issues across enrollment flows.

• Conduct mobile accessibility reviews and cross-browser testing to ensure enrollment paths are reliable intuitive and inclusive.

• Administer CSAT/VoC surveys and interpret open feedback to identify confusion dissatisfaction or unintentional friction in the self-service journey.

• Maintain a prioritized backlog of digital experience issues in collaboration with UX and EdTech teams

• Validate experience quality post-deployment and support go/no-go assessments with business requirements.

• Lead root cause analysis for form drop-off rage clicks and session anomalies to proactively identify and validate areas for experience optimization.

• Advocate for simple accessible and responsive design that supports equity goals across all prospective student segments.

• Support real-time QA validation in live environments following code releases content updates or design changes.
  

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

• Strong hands-on experience with UX monitoring tools such as FullStory Hotjar or Microsoft Clarity.

• Familiarity with session replay heatmaps funnel analysis and event tracking to detect and troubleshoot digital friction points.

• Solid understanding of mobile-first design cross-device UX and WCAG 2.1 accessibility standards.

• Comfort with digital QA basics including basic HTML/CSS understanding and browser-based troubleshooting.

• Ability to synthesize data from multiple sources such as replay behavior user surveys CSAT/NPS and error logs to inform prioritized fixes.

• Detail-oriented communicator who can translate technical issues into actionable business insights.

• Experience working cross-functionally with UX content analytics EdTech and front-line enrollment experience teams to deliver rapid issue resolution.

Education

• Bachelors degree in user experience digital communications information systems or a related field.

Experience

• 4 or more years of experience in digital experience monitoring QA or UX optimization. Experience in student- or customer-facing platforms preferred.
  

Experience in lieu of education

Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Position & Application Details

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. Its 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

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.