Experience Director, Engagement Platforms

The Experience Director partners with UMGC stakeholders and AccelerEd's teammates to improve the student experience by using data to identify actionable insights and turn business problems into solutions. The role understands customers' goals and objectives, analyzes the current state, and identifies opportunities for enhancements to promote self-service resources and customer satisfaction with the UMGC Student Portal and other engagement platforms. The Experience Director works closely with a team of functional and technical resources and business stakeholders to advocate for and deliver changes that will provide value and achieve business goals.

RESPONSIBILITIES

• Serve as an advocate for the student and identify opportunities to improve the user experience for the UMGC Student Portal, Conversational AI/Chatbot, and other student engagement platforms.
• Lead the product analytics strategy, data and feedback collection, and analysis for the Portal and other engagement platforms; manage the product analytics platform; implement enhancements to improve data collection and analytics for student-facing platforms.
• Identify and share gaps and opportunities through analysis of platform data and customer feedback (surveys, testing, etc.); advocate for and support the implementation of improvements in technology and customer experience.
• Use the product analytics tool (Pendo) to design, configure, and deploy personalized notifications and communications in the Student Portal.
• Work with stakeholders to understand, define, and articulate complex business needs into requirements and solutions.
• Collaborate with product owners, platform leads, and other colleagues on requirements, prioritization of feature development, business value scoring, and success metrics.
• Research, identify, and evaluate proposed solutions and consider alternative solutions; present solution options to colleagues and customers.
• Understand the architecture, integrations, and dependencies for the Student Portal, Conversational AI platform, and other engagement platforms.
• Participate in Agile ceremonies, including stand-ups and sprint planning meetings.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education & Experience

• Bachelor's degree in business, technology or related field
• Ten years of relevant professional experience, preferably writing formal business/functional requirements and user stories utilizing agile PM/requirements tools (Azure DevOps, JIRA, etc.)
• Five years of experience in higher education
• Experience analyzing customer data and turning it into actionable insights
• Experience participating in agile and scrum processes and method
• Experience with analysis of user experience data and metrics is highly preferred.

Preferred Qualifications

• Ten years of experience in higher education, preferably focused on analyzing, identifying and delivering student-focused solutions

Knowledge, Skills, and Abilities

• Self-motivated and detail-oriented self-starter who thrives on solving problems and delivering innovative solutions to clients
• An effective and persuasive communicator (written, verbal, visual on camera, e-mail, etc.), who is skilled at leading meetings and making presentations
• Able to work independently, with a team, and with stakeholders at all levels while remote
• Welcomes solving problems with a positive attitude, teamwork and innovation
• Must be able to grasp the big picture vision and have the drive to make that vision a reality
• Comfortable working in a fast-paced environment with many moving parts where information, resources, and priorities can change quickly or be ambiguous
• Must be a proactive problem solver, innovator and able to handle multiple complex product features and tasks
• Demonstrated use and mastery of business analysis and requirements gathering techniques, such as problem statements, workshops, journey mapping, current/future state process flows, cost/benefit analysis, use cases, entity diagrams, etc.
• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, translate high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
• Able to partner with non-technical business leaders to translate their needs into a solution
• Experience documenting and managing requirements using multiple methodologies (e.g. Agile, Waterfall, Iterative, etc.)
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards

Must be authorized to work in the United States for any employer. We are not offering sponsorship now or in the future.