Customer Journey Analytics Manager

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: Technical 408

Pay Range: $116,000.00 - $174,100.00

Job Description

The Institutional Analytics and Research (IAR) team supports and enables most university teams, departments, and colleges to make data-informed decisions that lead to better student outcomes. Our analysts, scientists, researchers, and managers are distributed across several teams: Faculty Experience Analytics, Institutional Research, Learning Analytics, Outreach Analytics, and Student Success Analytics.

The Customer Journey Analytics Manager (Student Journey) will join the Outreach Analytics team and serve as the data-driven engine behind end-to-end experience analytics, encompassing the entire student lifecycle—from initial marketing and outreach through to alumni engagement. This role translates complex data into actionable insights that shape product roadmaps, optimize outreach efforts, and enhance student engagement. Positioned at the intersection of Marketing, Enrollment, Product, and User Experience, the role offers high visibility and a direct impact on WGU student success through prescriptive analytics. Responsibilities include building and scaling analytics frameworks, fostering a data-informed culture, and influencing strategic decisions across the organization. This position requires an experienced Adobe Customer Journey Analytics (CJA) Manager to lead the design, development, deployment, administration, advocacy, and maintenance of the CJA platform. The ideal candidate brings deep expertise in customer journey analytics, strong technical proficiency, and the ability to integrate user, product, and business analytics into a cohesive reporting and personalization ecosystem.

Essential Functions and Responsibilities

• Design: develops and oversees the architecture of the CJA platform to ensure it meets organizational needs and integrates seamlessly with other systems.
• Business Requirements Definition: participates in journey mapping efforts to define better measures of student experience.
• Stakeholder Management: builds strong relationships and communication strategies with key stakeholders, influences cross-functional teams, builds consensus, and serves as a platform evangelist.
• Direct Development: leads the development of custom analytics solutions and enhancements within the CJA platform, ensuring high performance and scalability. Partner with Analytics Implementation and Data Engineers to capture the right data into the platform.
• Deployment: manages the deployment of the CJA platform, including configuration, testing, and user training to ensure successful implementation.
• Manage Connections ensures data flows correctly from our Data Lakehouse (using Databricks) and Adobe Experience Platform (AEP) into CJA.
• Configure Data Views: tailors CJA data presentation to meet business needs.
• Administration: administers the CJA platform, including user management, security, and system maintenance to ensure optimal performance.
• Manage User Access & Permissions maintains data security and appropriate access levels
• Ensure Data Quality: implements governance frameworks and validate data accuracy
• Optimize Performance: monitors and improves overall system efficiency (volume of data, speed of computations, etc.)
• Evangelization: promotes the use and benefits of the CJA platform across the organization, providing training and support to drive adoption and utilization.
• Maintain Documentation: maintains comprehensive document