Journey Coordination Lead

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:

Grade: Professional 308

Pay Range: $75200.00 - $112700.00

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.

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 experience across touchpoints such as email texting in-app notifications chats and other digital engagement tools.

Develop and maintain standards playbooks templates and governance routines for campaign planning audience definition stakeholder review launch coordination student-impact assessment measurement expectations and continuous improvement.

Identify patterns in ad-hoc requests duplicated touchpoints competing student-facing messages and disconnected process handoffs; recommend opportunities to consolidate standardize automate sequence or retire processes that contribute to fragmented student experiences.

Translate student journey insights behavioral signals Voice of Student feedback focus group outputs stakeholder needs and operational constraints into clear experience requirements prioritization recommendations and decision-ready documentation.

Coordinate cross-functional decision-making around journey experience design ensuring work is aligned to broader Student Journey Measurement and Orchestration capabilities including Student Compass Student Friction Index persistent profile and journey measurement practices.

Partner with analytics and research teams to define success measures monitor campaign and intervention outcomes interpret results and recommend iteration based on student impact and operational learning.

Facilitate recurring governance routines stakeholder reviews and decision forums that create visibility into upcoming student-facing experience work dependencies risks ownership boundaries and trade-offs.

Model a collaborative consultative approach with senior leaders and working teams advising partners on project scope delivery expectations student-impact considerations stakeholder readiness and process implications.

Support change management by communicating process expectations role clarity documentation standards adoption needs and governance practices to internal partners.

Stay current with trends and research in student experience behavioral design digital engagement content strategy accessibility journey orchestration and process governance applying relevant practices to improve student outcomes.

Performs other job-related duties as assigned.

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.

Functional leadership: Ability to guide work mentor colleagues establish clear standards coordinate priorities and build accountability and collaboration through influence rather than direct supervisory authority.

Student experience strategy: Strong understanding of student journey management experience design service design journey mapping segmentation personalization lifecycle engagement and intervention planning.

Process governance: Ability to establish operating models intake workflows prioritization standards documentation practices readiness criteria decision forums and cross-functional governance routines.

Business ownership and requirements translation: Ability to translate strategic objectives and stakeholder needs into clear business requirements roadmap inputs success measures process designs and enablement plans for product and technical partners.

Systems thinking: Ability to understand how multiple student-facing systems channels teams and processes interact and where consolidation sequencing automation or standardization may improve the student experience.

Cross-functional influence: Strong ability to work across Product Enterprise Architecture Analytics Academic Operations Student Support Communications and other stakeholder groups without relying solely on formal authority.

Executive-level communication: Ability to synthesize complex issues into concise recommendations decision briefs process documentation and leadership-ready updates.

Consulting and facilitation: Skilled at facilitating alignment sessions guiding discovery conversations documenting decisions navigating ambiguity and helping stakeholders converge on practical next steps.

Analytical mindset: Ability to use data journey insights student feedback experiment results and operational signals to identify challenges prioritize work and evaluate impact.

Campaign and experience delivery planning: Familiarity with planning coordinated student experience initiatives across channels such as email SMS/texting in-app notifications chats portals and other digital engagement platforms.

Quality and accessibility orientation: Strong attention to detail and commitment to inclusive accessible student-centered experience design across digital touchpoints.

Change management: Ability to support adoption of new processes clarify roles manage stakeholder readiness and help teams move from ad-hoc execution to scalable journey coordination practices.

Operational excellence: Strong organization prioritization dependency management structured problem solving follow-through and judgment across multiple concurrent initiatives.

Mission alignment: Commitment to improving student outcomes reducing unnecessary friction and advancing equitable data-informed support across the student journey.

Bachelors degree required. Degree in business communications education experience design behavioral science operations information systems analytics organizational development or a related field preferred.

Five or more years of progressively responsible experience in student experience customer experience journey management campaign operations digital engagement product operations service design business process improvement communications strategy or related work.

Two or more years of experience serving as a subject matter expert mentoring professionals managing complex projects or leading cross-functional workstreams through influence and collaboration; experience driving results without direct supervisory authority preferred.

Experience developing processes playbooks governance routines requirements content or campaign standards operating models or stakeholder decision frameworks that support coordinated experience delivery across multiple teams or channels.

Experience partnering with product technology analytics architecture operations or communications teams to define business needs influence roadmaps improve systems and streamline processes.

Experience using data stakeholder feedback student or customer insights research testing results or operational signals to prioritize improvements and measure outcomes.

Demonstrated ability to manage competing priorities influence stakeholders make informed recommendations and deliver high-quality work in a fast-paced ambiguous environment.

Minimum qualifications for a role must be met. Education certain certifications and experience may be substituted one for the other if relevant on a year for year basis. All equivalency determinations are made on a case-by-case basis at the discretion of the hiring manager and contingent upon approval by the Compensation team.

Masters degree in business communications organizational development education experience design analytics or a related field preferred.

Experience in higher education student success academic operations lifecycle marketing student engagement learner experience strategy or education technology.

Familiarity with journey orchestration personalization CRM CDP chatbot SMS/texting email in-app engagement content management product analytics platforms such as Pendo Mainstay Salesforce Tealium Genesys Tableau Databricks or similar tools.

Experience with journey measurement friction identification service blueprinting voice-of-customer/student programs behavioral economics experimentation methods A/B testing or user testing.

Experience supporting system consolidation process standardization product intake roadmap planning enterprise architecture collaboration or business capability planning from a business-owner perspective.

Demonstrated ability to create clear executive-ready documentation operating models process maps decision briefs governance practices and implementation playbooks.

Familiarity with web accessibility standards and inclusive design practices including alternate text color contrast multiple means of representation and keyboard accessibility considerations.

Prolonged periods sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.

This position requires occasional travel of up to 20% including required attendance at designated company summits typically one to two per year. Additional travel may include conferences visits to company locations and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

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. 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.