Assistant Vice President, Digital Student Experience

Assistant Vice President, Digital Student Experience

Office of the Chief Learner Experience & Success Officer

Exempt, Regular, Full-Time

University of Maryland Global Campus (UMGC) is seeking an innovative and dynamic individual to join our team as an Assistant Vice President, Digital Student Experience (AVP). Reporting to the Vice President, Learner Experience Design, this AVP is responsible for driving improvements in the student experience across the lifecycle, focusing on platforms, processes, and services managed within Learner Experience and Success (LENS). The AVP will serve as an internal consultant to SMEs across the institution, identify student pain points across services, products, and platforms, and translate them into actionable roadmaps that generate improved outcomes in satisfaction, success, and retention.

The AVP will serve as the primary liaison connecting LENS to the UMGC IT department, acting as an advocate for our learners to ensure their needs remain at the forefront of digital experience initiatives. The ideal candidate is curious, data-driven, student-centered, and committed to delivering measurable results.

The AVP will focus on three (3) primary KPIs:

·         Learner Engagement: Active user volume across platforms and services, time spent on processes and activities, and interaction/click-through rates

·         Learner Satisfaction: Net Promoter Score (NPS) and structured student feedback

·         Learner Behavior: Action and task completion rates, submission metrics, and positive behavioral shifts

Local candidates can work a hybrid schedule (in-office 1-2 days a week) otherwise the position is remote.

Additional accountabilities include:

Student-Centric Advocacy

·         Serves as the voice of our learners, actively advocating for their needs across all digital touchpoints

·         Collaborates cross-functionally to champion a student-centric approach across the online learning ecosystem

·         Evaluates and enhances how students access and navigate UMGC support and service platforms to eliminate barriers and streamline workflows

Experimentation & Iteration

·         Fosters a culture of experimentation and innovation, encouraging continuous testing and iteration of assumptions to enhance the digital student experience

·         Implements agile methodologies to swiftly adapt to evolving student needs and technological advancements, including test-and-learn portfolio management

·         Oversees the technology and platform initiatives within LENS

·         Serves as the business lead and primary bridge to the UMGC IT team, translating LENS operational and functional requirements into technical roadmaps and ensuring the seamless integration of student-facing solutions

Data-Driven Strategy

·         Utilizes both qualitative and quantitative research to guide strategic decision-making

·         Establishes tracking, analytics, and reporting capabilities to bring actionable learner insights into organizational strategy and operational priorities

·         Develops and executes evidence-based initiatives to elevate digital engagement, retention, and overall learner satisfaction

Thought Leadership

·         Serves as a thought leader in the field of digital student experience and student-centricity

·         Represents the University at a national level by presenting and engaging in discussions to share insights, best practices, and innovations in the digital education space

Performs other job-related duties as assigned

Required education & experience: A demonstrated ability to get things done. An earned Master’s degree from a regionally accredited institution of higher learning; at least ten years of relevant experience including at least three (3) years in a supervisory role; proven track record of experience in the digital student experience area or a related area; strong analytical and problem-solving skills with a focus on data-driven decision-making; and excellent communication and presentation skills with a history of successfully leading and inspiring cross-functional teams.

Preferred experience: Evidence of being an inspiring team player/coach able to quickly gain credibility and build relationships across an organization; ability to work through competing interests; the ability to bridge business strategy and tactics by seeing the big picture while simultaneously understanding all the steps and stakeholders involved in order to achieve it; successful experience leading teams in multicultural workplace as well as successful experience in a higher education workplace.

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC’s Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 16 paid holidays (17 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.

• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.

• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.

• Flexible Spending Accounts: Available for medical and dependent care expenses.

• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).

• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.

• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range: