Digital Experience Monitoring and Quality Specialist

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 307Pay Range: $66, $99,500.00

Job Description

The Digital Experience Monitoring & Quality Specialist ensures a high-quality, frictionless, and equitable self-service enrollment experience for prospective students. This role proactively monitors digital behavior, identifies conversion friction, and collaborates across teams to drive resolution. By leveraging tools like session replay, accessibility testing, and CSAT feedback, this role acts as the frontline advocate for clarity, reliability, and usability within digital enrollment platform.

Responsibilities

• Continuously monitor student interactions using tools such as Microsoft Clarity, FullStory, or Hotjar to detect UX or technical issues across enrollment flows.
• Conduct mobile accessibility reviews and cross-browser testing to ensure enrollment paths are reliable, intuitive, and inclusive.
• Administer CSAT/VoC surveys and interpret open feedback to identify confusion, dissatisfaction, or unintentional friction in the self-service journey.
• Maintain a prioritized backlog of digital experience issues in collaboration with UX and EdTech teams
• Validate experience quality post-deployment and support go/no-go assessments with business requirements.
• Lead root cause analysis for form drop-off, rage clicks, and session anomalies to proactively identify and validate areas for experience optimization.
• Advocate for simple, accessible, and responsive design that supports equity goals across all prospective student segments.
• Support real-time QA validation in live environments following code releases, content updates, or design changes.

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

• Strong hands-on experience with UX monitoring tools such as FullStory, Hotjar, or Microsoft Clarity.
• Familiarity with session replay, heatmaps, funnel analysis, and event tracking to detect and troubleshoot digital friction points.
• Solid understanding of mobile-first design, cross-device UX, and WCAG 2.1 accessibility standards.
• Comfort with digital QA basics, including basic HTML/CSS understanding and browser-based troubleshooting.
• Ability to synthesize data from multiple sources such as replay behavior, user surveys, CSAT/NPS, and error logs to inform prioritized fixes.
• Detail-oriented communicator who can translate technical issues into actionable business insights.
• Experience working cross-functionally with UX, content, analytics, EdTech, and front-line enrollment experience teams to deliver rapid issue resolution.

Education

• Bachelor's degree in user experience, digital communications, information systems, or a related field.

Experience

• 4 or more years of experience in digital experience monitoring, QA, or UX optimization. Experience in student- or customer-facing platforms preferred.

Experience in lieu of education

Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.