Student Experience Specialist

WGU; United States; On-site; USD 62,000 - 93,000; Full time

Job summary

WGU is seeking a Student Experience Specialist to improve student success through direct interventions and proactive outreach. You will work with Salesforce reports to identify high-risk students, contact them by phone and email, and coordinate interventions to support enrollment through graduation.

The role emphasizes developing initiatives to enhance the student experience, managing inquiries, and delivering 1-1 coaching with dedicated Student Success Coaches in a fast-paced, collaborative

Qualifications

• Experience supporting online higher-education students.
• Ability to conduct proactive outreach to aid student progress.
• Familiarity with Salesforce reports to identify high-risk students.
• Commitment to diversity, equity, and inclusion.

Responsibilities

• Fosters student progress through observation of student behaviors, incoming support requests, and student-identified challenges and develops resources or new interventions to eliminate barriers and improve the student experience.
• Serve as a key contributor to increasing student retention and graduation through planning, organizing and conducting outreach strategies to aid students in their academic progress.
• Provides WGU Academy and program level expertise to students via direct student outreach and responding to support requests. Maintains that expertise through ongoing development activities (such as staying up to date on policies, program updates, and technology/platform changes.)
• Cross collaborates with other professionals within the Academy to identify opportunities for improvements to processes and student-facing resources or course materials and promotes a positive, student-obsessed atmosphere.
• Responds to student questions and concerns through managing incoming support requests; resolves complex student issues, directly supporting students and owning the issue from start to finish; takes efforts to ensure ongoing satisfaction with the program and successful progress to completion.
• Drives student engagement in 1-1 coaching sessions with their assigned Student Success Coach through outreach and motivational communication practices via phone and email.
• Demonstrates a commitment to diversity, equity, and inclusion, and supports a culture of inclusivity and belonging.
• Consistently exhibits WGU Leadership Principles.
• Performs other related duties as assigned.

Skills

Student support

Communication

Outreach strategies

Collaboration

Tools

Salesforce

Job description

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 306

Pay Range: $62,100.00 - $93,200.00

Job Description

The Student Experience Specialist role is focused on impacting student success through direct interventions and student support. This individual will work with Salesforce reports to identify high risk or struggling students, communicate directly with students through phone and email, and coordinate interventions to resolve issues or provide support. In addition, they will research, develop, and implement initiatives that improve the student experience after enrollment and through graduation from Academy. The responsibilities include proactive outreach to students, fielding incoming student support calls and requests, and leveraging the learnings from those interactions to develop innovative strategies and interventions to increase student success. This person should be prepared to work in a fast-paced environment where everyone works together to continuously improve the student experience.

Work Arrangements: This is a 40-hour per week role. To meet the needs of our students, at least 10 of those hours must be scheduled outside of traditional business hours (8:00 a.m.-5:00 p.m in your timezone).

What You'll Do:

• Fosters student progress through observation of student behaviors, incoming support requests, and student-identified challenges and develops resources or new interventions to eliminate barriers and improve the student experience.
• Serve as a key contributor to increasing student retention and graduation through planning, organizing and conducting outreach strategies to aid students in their academic progress.
• Provides WGU Academy and program level expertise to students via direct student outreach and responding to support requests. Maintains that expertise through ongoing development activities (such as staying up to date on policies, program updates, and technology/platform changes.)
• Cross collaborates with other professionals within the Academy to identify opportunities for improvements to processes and student-facing resources or course materials and promotes a positive, student-obsessed atmosphere.
• Responds to student questions and concerns through managing incoming support requests; resolves complex student issues, directly supporting students and owning the issue from start to finish; takes efforts to ensure ongoing satisfaction with the program and successful progress to completion.
• Drives student engagement in 1-1 coaching sessions with their assigned Student Success Coach through outreach and motivational communication practices via phone and email.
• Demonstrates a commitment to diversity, equity, and inclusion, and supports a culture of inclusivity and belonging.
• Consistently exhibits WGU Leadership Principles.
• Performs other related duties as assigned.

Knowledge, Skill and Abilities You'll Need to Be Successful:

• Fosters student progress through observation of student behaviors, incoming support requests, and student-identified challenges and develops resources or new interventions to eliminate barriers and improve the student experience.
• Serve as a key contributor to increasing student retention and graduation through planning, organizing and conducting outreach strategies to aid students in their academic progress.
• Provides WGU Academy and program level expertise to students via direct student outreach and responding to support requests.
• Maintains that expertise through ongoing development activities (such as staying up to date on policies, program updates, and technology/platform changes.)
• Cross collaborates with other professionals within the Academy to identify opportunities for improvements to processes and student-facing resources or course materials and promotes a positive, student-obsessed atmosphere.
• Demonstrates a commitment to diversity, equity, and inclusion, and supports a culture of inclusivity and belonging.