Director of Experience

About Walden University

Walden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. Walden offers more than 100 online degree and certificate programs, for students pursuing a bachelor's, master's, doctoral or certificate. Walden University has graduated more than 174,000 students and is accredited by the Higher Learning Commission.

Visit WaldenU.edu for more information, and follow on Twitter, Instagram, Facebook, Instagram and LinkedIn.

Opportunity at a Glance

Walden University is looking to add a Director of Experience and Transformation - addressing the need for an additional leader on the experience team who can support the strategy related to prospect and student experience, and work closely with the relevant central ATGE functions (e.g., Digital Product Management) assisting execution on that strategy. In this role, the Director will support the vision and strategy for the prospect and student experiences of the future, as well as assist in cross-functionally driving the effective execution of that vision and strategy. The Director will support under the direction of the Senior Director, new opportunities to learn from the experiences of current/past prospects and students - especially through unsolicited feedback - and will use these insights both to inform the future-state experience we will build and for ongoing continuous improvement. Walden University seeks an individual who can think strategically while supporting and driving results. They will have strong analytical capabilities and the ability to drive insights - and then drive action from those insights. This individual will have a strong understanding of digital education and/or a comparable industry. A bias towards action and speed of execution will be beneficial as it is imperative for the University to improve its competitiveness and drive growth. This position will also require strong collaboration skills while being able to drive progress through a variety of experience improvement projects.

Responsibilities:

• Identify prospect segments from their prospect journeys that demand different experiences (e.g., self-serve, high-touch), building on the high-level work the team has done to date.
• Working closely with various leaders and front-line SMEs and prospects across the University, define the journeys that each segment will take from initial interest through the census.
• Support and lead key projects that have been identified as initiatives to improve future student experiences.
• Support the Senior Director in determining which projects currently in development should be sunset or pivoted, and where additional initiatives may be needed.
• Support a nimble, cross-functional team to refine the roadmap to delivering the future-state enrollment vision and to deliver the roadmap in the form of a series of additive updates to the process that drives improvement toward the end-state vision.
• Assess and create a customer maturity plan, implementing phases of improvement to grow student centricity, personas, and opportunities to advance the experience offered.
• In collaboration with teams across the University, facilitate efforts to articulate the persistence, completion, and career journey for students, including distinctions relevant by program and degree level; gather insights (including but not limited to unsolicited feedback) from current and former students and front-line staff and faculty to inform this vision.
• Inventory the institution's capabilities and projects in development, determining which should be continued, sunset, pivoted, or launched to deliver the end-state vision.
• Responsible for designing and implementing strategies that enhance the customer experience, including identifying areas of improvement, developing solutions, and monitoring the effectiveness of these strategies.
• Research to learn more about customer behavior and preferences, increasing customer satisfaction and brand loyalty through a streamlined customer experience.
• Performs other duties as assigned.
• Complies with all policies and standards.

• Bachelor's Degree Required or Master's Degree MBA or similar Preferred
• 10+ years relevant experience.
• 5+ years' experience and a demonstrated track record of successfully delivering fundamental shifts in customer (e.g., patient, student, subscriber) experience and growth businesses outcomes.
• 5+ years' Experience leading teams and managing employees.
• Proven experience within growth-oriented environments, architecting, building, managing, and growing revenue, sustaining double-digit annual growth.
• Demonstrated track record of delivering growth in B2B and B2C businesses, ideally in higher education; additional experience in health care is a plus.
• Broad experience leading, maximizing performance, and driving growth across new solution development, alliances/partnerships, sales, customer (student) experience, customer (student admissions) services/retention, and marketing.
• Substantive experience in competitive market analysis and product/solution development with demonstrated success identifying, building, launching, and scaling new offerings that extend customer relationships, expand market presence, and drive commercial success.
• Growth, sustaining double-digit annual growth.
• Tremendous drive, intellect, and emotional intelligence.
• A thoughtful individual contributor who is highly collaborative and can successfully navigate a matrixed, complex organization.
• A self-motivated individual, who is metrics-driven, and brings a disciplined approach to strategy execution. Results-driven, one will bring outstanding strategic capabilities and strong business acumen.
• A true "change agent," able to lead diverse groups in implementing new programs and ideas. One will bring the proven ability to work cross-functionally and lead through influence.
• Excellent communication and presentation skills.
• Highly motivated, self-directed, and will be passionate about making a measurable difference for the University and its students.

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $100172.00 and $181034.75. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits.

Adtalem offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Adtalem's Flexible Time Off (FTO) Policy
• 12 Paid Holidays
  
  For more information related to our benefits please visit: https://careers.adtalem.com/benefits.
  
  You are also eligible to participate in an annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Equal Opportunity - Minority / Female / Disability / V / Gender Identity / Sexual Orientation