Assistant Vice President, Customer Experience Strategy Management

We are one growing team with one powerful goal ” and as a global leader in education, we strive for a workforce that reflects the individual differences of our learning community. We believe that our employees can be their best selves when they can be their true selves. That is why we're committed to cultivating and preserving a culture of inclusion in which all our employees feel welcomed, valued and empowered. Together, we will shape the future of education by transforming lives beginning with yours.

Our Workforce Is Expanding Beyond New Hampshire!

We have remote work opportunities available in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia and Wyoming.

The Opportunity

The Assistant Vice President Customer Experience Strategy Management is responsible for the ongoing development and program management of the Holistic Engagement Strategy and its related projects and experiments. You will have four main areas of focus:

Strategy Development/Management

• Personalization Strategy development
• Learner Engagement Strategy and the associated roadmap of activity
• Value Chain ownership, management, and refinement

Communications

• Synthesizing of Value Chain insights
• CX-Community of Practice ownership/facilitation
• Broader university communications to increase transparency and understanding
• Communicating recommendations up to leadership and product teams
• Storytelling and gaining stakeholder understanding around the problems to be solved

Change Management

• Build momentum on the Insights-to-Action flywheel, share the wins
• Interdependent leadership across university teams to ensure change readiness

Voice of Customer

• Utilize VOC to inform the university personalization strategy.
• Optimize the Voice-of-Customer (VOC) strategy and governance.

The Assistant Vice President Customer Experience Strategy Management supports the Experience Optimization team by ensuring that our insights-to-action infrastructure is moving the right insights to the right areas of the university for action to occur. Using the Value Chain to surface student insights and priority areas, you will bring stakeholders together to create a shared understanding of the problems to be solved and agreement around our recommendations to stakeholder groups. This is a remote friendly position (#LI-Remote). You will report to the Vice President of Customer Experience CX.

In this Role:

• You will be the primary owner of the Customer Experience Community of Practice. Develop a calendar of programming, leveraging the community both as a platform for sharing out insights but also as an action group to ideate on solutions to address problems/opportunity areas. Foster a culture of customer experience throughout the university, pushing to keep the voice of our student at the center and a "zero defect" mindset in our experience design.
• You will collaborate with ITS, Academic Technology, Marketing Technology, Academic Deans, Product, and Student Experience teams to democratize the insights and ensure we can execute on the priorities that are being put forward.
• You may have other responsibilities as assigned.
• You will manage the program of projects related to the Learner Engagement Strategy and roadmap to deliver remarkable multi-channel/omni-channel experiences to our learners. Recommend strategy and roadmap refinement over time as internal capabilities increase and external expectations evolve.
• You will develop the Personalization Strategy for how we will get the right resource in front of the right student at the right time. Develop the framework, building off the foundation of the Learner 360 project and the data science clusters/personas work to drive personalized learner experiences, using the total technology ecosystem in an elegant way.
• You will continue to enhance and optimize the Voice of Customer framework and strategy. You will oversee the Voice of Customer Response Team to provide rapid responses to students-in-need.
• You will work with the Internal Communications team to package these Value Chain insights up for sharing out the broader university and leadership stakeholder groups.
• You will influence product roadmap decisions with these insights with recommendations on the prioritization of work and order of operations to maximize the positive impact on student success and persistence.
• You will serve as business lead informing our customer experience strategy and the prioritization of important projects dedicated to the enhancement of student and employee experiences.
• You will facilitate Value Chain stage owner meetings to develop a deep, shared understanding of the insights there. Summarize these insights from each lifecycle stage and bring them to the larger Value Chain meeting. Seek agreement from university stakeholders on: (1) whether we've identified the right problems to be solved, (2) whether we're taking action on the right priorities based on those problem areas, and (3) the recommended projects/experiments that the group would advocate.

What we're Looking For:

• Understand practices for orchestrating the best customer journeys using modern technologies.
• A sense of passion for learner success and expanding access to education.
• Five years higher education experience or equivalent experience in a program management role in a related industry.
• Technology skills and familiarity with systems such as SIS, CRM, LMS, Marketing Automation, and web tools.
• Strategy skills with an ability to translate insights into action.
• Master's degree
• Experience working in multiple departments in higher education.
• Program management across a broad portfolio of complex projects.
• Background in customer research techniques and human-centered design.
• Comfortable with public speaking and facilitating large group sessions with multiple levels of stakeholders.
• Familiarity with data science/clustering techniques/natural language processing to guide personalization of experiences by persona.
• Create shared vision and inspire collaboration with momentum.

Thinking about the job, but not sure you should apply? We still want to hear from you.

We recognize that not everyone enters the world of work with the same advantage, opportunity, and privilege. This is why your skills and experiences are important to us. Take the leap and apply, you just might be the person we are looking for!

Are Benefits Important to You?

We offer exceptional benefits, many available starting on the first day of employment:

Anthem BlueCross affordable, low-deductible Medical insurance available on day one

Low to no-cost Dental, Vision and Life Insurance options

5 weeks of Paid Time Off that starts accruing on day one & Paid Holidays

A Retirement Plan with a 9% Employer Funded annual contribution

Tuition Benefits with family offerings

Who Are We?

SNHU employees are a team in every sense. Separately, we understand that each individual brings unique experiences, perspectives and ideas to create a vibrant work environment. Together we share common values of honesty, acceptance and accountability working as a unified force toward a common goal: to transform the lives of learners. By joining our team, you join us in our vision. Together, we'll shape the future of education by transforming lives”beginning with yours.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

Remote work disclaimer

Please note that this is a remote eligible position. At SNHU, we ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace at a fixed location within the United States (in one of the approved states as reflected above) that is free of distractions and dependencies.

Please note that a background check is required for employment.