Director, Voice of Student

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:
 

Pay Range: $122,100.00 - $219,800.00

Job Description

Primary Responsibilities

• Develops and Leads WGU’s Voice of Student Strategy:
  • Designs and manages a university-wide student feedback framework that integrates qualitative and quantitative insights.
  • Establishes systems to collect and analyze student perspectives at key points in their journey (enrollment, coursework, completion).

• Gathers and Analyzes Student Feedback Across Multiple Channels:
  • Oversees ongoing student surveys, focus groups, advisory boards, student sentiment (Reddit, YouTube, etc.), and real-time feedback mechanisms.
  • Manages and improves Net Promoter Score (NPS) as a key performance indicator, ensuring alignment with broader student success efforts.
  • Utilizes data analytics tools (Tableau, Power BI, Salesforce) to synthesize and share key trends impacting the student experience.

• Drives Continuous Improvement Based on Student Insights:
  • Collaborates with academic, enrollment, student services, alumni, assessment, and technology teams to act as a student representative.
  • Influences university policy and service enhancements to improve student engagement, satisfaction, and retention.
  • Identifies trends in student sentiment and proactively addresses pain points before they impact student success.

• Communicates Student Insights Across the University:
  • Delivers regular reports and presentations to university leadership, faculty, and key stakeholders to ensure alignment with student needs.
  • Develops and maintains dashboards and data visualizations to track and monitor student experience trends.
  • Advocates for student-first decision-making by embedding student feedback in WGU’s strategic planning processes.

• Enhances Student Engagement and Communication:
  • Partners with communications teams to ensure students feel heard and see their feedback in action.
  • Creates closed-loop feedback mechanisms so students receive updates on how their input is being used.

• Fosters a Culture of Listening and Continuous Improvement:
  • Partners with technology teams to enhance feedback collection systems and accessibility.
  • Leverages industry best practices and higher education research to continuously evolve WGU’s Voice of Student initiatives.
  • Ensures the Voice of Student function remains proactive, innovative, and responsive to changing student needs.

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.

Qualifications

Knowledge, Skills, and Abilities

• Deep understanding of student engagement, advocacy, and experience best practices.
• Strong analytical skills with experience in data interpretation, survey analysis, and trend forecasting.
• Knowledge of Net Promoter Score (NPS), student experience metrics, and customer experience methodologies.
• Proficiency in survey tools (Qualtrics, Medallia, or similar), data visualization platforms (Tableau, Power BI), and CRM systems (Salesforce preferred).
• Experience leading cross-functional initiatives th