Journey Coordination Lead

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 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.
QualificationsKnowledge, Skills, and Abilities
• 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 i