Manager, UX & Interactive Products

📍 Job Overview

Job Title: Manager, UX & Interactive Products Company: Western Governors University Location: Salt Lake City, Utah, United States Job Type: FULL_TIME Category: Marketing Operations / Digital Experience Operations Date Posted: 2025-09-11 Experience Level: 5-10 Years

🚀 Role Summary

• This role is pivotal in shaping the digital journey for prospective students, focusing on user experience (UX) and the strategic management of interactive marketing technology (MarTech) products.
• It requires a deep understanding of user journey mapping, UX research methodologies, and the optimization of MarTech stacks to enhance the prospective student experience from initial touchpoint to enrollment.
• The position involves a blend of product ownership, people leadership, and cross-functional collaboration to ensure the digital presence effectively supports student acquisition goals.
• Success in this role hinges on translating prospective student needs, goals, and anxieties into intuitive and supportive digital interactions, acting as the primary advocate for the voice of the customer.

📝 Enhancement Note: While the title includes "UX & Interactive Products," the responsibilities, particularly around MarTech stack management, journey mapping, and conversion testing, strongly align with a Digital Experience Operations or Marketing Operations function. The focus on improving the digital experience for prospective students places this role within the GTM (Go-To-Market) operations spectrum, specifically supporting marketing and enrollment efforts.

📈 Primary Responsibilities

• Define and continuously refine the strategic direction for user journey mapping, ensuring alignment with prospective student needs and business objectives.
• Oversee the comprehensive management and optimization of the MarTech stack, evaluating current tools and guiding the selection and implementation of new solutions to enhance marketing effectiveness.
• Lead and mentor a team comprising UX research specialists and conversion testing professionals, fostering a data-driven approach to digital experience improvement.
• Act as the primary product owner for the prospective student digital journey, representing the voice of the customer in all strategic discussions and product development initiatives.
• Drive the identification of critical areas for improvement within the digital experience, developing and executing solutions through technology and process enhancements.
• Serve as a key liaison between Marketing, Enrollment, and EdTech departments to ensure seamless integration and effective utilization of marketing products and technologies.
• Lead customer experience projects of significant scope, coordinating efforts across multiple departments to achieve consistent and impactful improvements.
• Conduct in-depth data analysis related to user experience, identifying pain points and presenting actionable insights and solutions to leadership.
• Manage the Marketing Digital Asset Management (DAM) system, developing strategy and implementing processes to improve asset utilization and accessibility.
• Oversee the execution of conversion testing and user experience research operations for the marketing department, ensuring rigorous methodology and actionable outcomes.

📝 Enhancement Note: The responsibilities highlight a need for strong analytical skills in web operations, strategic thinking in MarTech stack management, and leadership in UX research and conversion optimization. The role acts as a bridge between technology, marketing strategy, and the customer journey, typical of advanced operations roles supporting GTM functions.

🎓 Skills & Qualifications

Education:

• Bachelor's degree required, ideally in a field related to marketing, business, technology, human-computer interaction, or a related discipline that provides a strong foundation for understanding digital customer journeys and technology management.

Experience:

• A minimum of 5 years of experience in managing digital products and marketing technologies, demonstrating a proven track record of successful product lifecycle management and strategic technology implementation.
• Requires 5 years of experience in web operations data analysis, including proficiency in analyzing website performance metrics, user behavior data, and conversion funnel data to drive improvements.
• Demonstrated experience in leading teams, either directly managing personnel or leading significant cross-functional/cross-departmental projects, showcasing strong leadership and team-building capabilities.

Required Skills:

• User Journey Mapping: Expertise in developing, analyzing, and optimizing user journey maps to understand and improve the prospective student experience.
• MarTech Stack Management: Proficient understanding and experience managing various MarTech platforms, including Content Management Systems (CMS), form builders, A/B testing solutions, databases, and analytics tools.
• Data Analysis & Web Operations: Strong analytical skills with experience in web operations data analysis, interpreting user behavior, conversion rates, and website performance metrics.
• Team Leadership: Proven ability to lead, mentor, and manage teams, fostering a collaborative and high-performance environment.
• Customer/User Focus: A deep-seated curiosity and commitment to understanding prospective students' needs, motivations, and pain points to advocate for their experience.
• Project Management: Ability to manage multiple complex projects simultaneously, ensuring timely delivery and alignment with strategic goals.

Preferred Skills:

• Adobe Experience Manager (AEM): Experience with AEM for content management and digital experience delivery is highly desirable.
• Adobe Analytics: Proficiency with Adobe Analytics for in-depth web data analysis and insights generation is a significant plus.
• Conversion Rate Optimization (CRO) & A/B Testing: Hands-on experience with CRO strategies and A/B testing methodologies to drive measurable improvements in conversion rates.
• Digital Asset Management (DAM): Experience in managing DAM systems and developing strategies for digital asset utilization.

📝 Enhancement Note: The emphasis on MarTech, AEM/Adobe Analytics, and conversion testing aligns with advanced digital marketing operations roles. The requirement for leadership experience, particularly in cross-functional project management, indicates a senior-level position within the operations or marketing technology domain.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Journey Mapping Examples: Showcase examples of user journey maps created, detailing the methodology, insights derived, and impact on user experience improvements.
• MarTech Strategy & Implementation: Provide case studies or examples of MarTech stack optimization, including selection, implementation, and performance enhancement of marketing technologies.
• Data Analysis & Insights: Present examples of web operations data analysis, demonstrating how insights were derived from user behavior and website metrics to inform strategic decisions.
• Conversion Optimization Case Studies: Include examples of conversion rate optimization projects, highlighting A/B tests conducted, results achieved, and the impact on key performance indicators (KPIs) such as lead generation or enrollment.
• Team Leadership & Project Management: Evidence of leading teams or complex projects, showcasing project scope, stakeholder management, and successful outcomes.

Process Documentation:

• Demonstrate experience in documenting and optimizing digital marketing processes, including user onboarding, lead nurturing workflows, and content deployment pipelines.
• Provide examples of process improvement initiatives that led to increased efficiency, reduced errors, or enhanced user satisfaction within a digital context.
• Showcase familiarity with creating standard operating procedures (SOPs) for MarTech tool usage, data management, and testing protocols.

📝 Enhancement Note: For a role like this, a portfolio should clearly articulate a candidate's ability to manage complex digital ecosystems and drive measurable improvements. It should balance strategic vision with tactical execution in MarTech and UX.

💵 Compensation & Benefits

Salary Range: $113,200.00 - $203,800.00 USD per year.

Benefits:

• Comprehensive Health Coverage: Medical, Dental, Vision, and Telehealth services, plus Mental Healthcare support.
• Financial Wellness: Health Savings Account (HSA) and Flexible Spending Account (FSA) options for managing healthcare expenses.
• Insurance & Protection: Basic and Voluntary Life Insurance, Disability Coverage, and supplemental coverages for Accident, Critical Illness, and Hospital Indemnity.
• Personal Security: Legal Services and Identity Theft Protection coverage.
• Retirement Planning: A robust Retirement Savings Plan to support long-term financial goals.
• Wellbeing & Development: Access to a Wellbeing Program and discounted tuition for WGU programs, supporting personal and professional growth.
• Work-Life Balance: Flexible Paid Time Off (PTO) and Paid Sick Time, with no accrual needed, promoting rest and well-being.
• Paid Holidays & Leave: Generous paid holidays and other paid leaves, including up to 12 weeks of parental leave.

Working Hours:

• Full-time, regular position working 40 standard weekly hours. The role emphasizes flexibility in paid time off, suggesting a culture that supports work-life balance within a structured work week.

📝 Enhancement Note: The salary range is quite broad, reflecting the "Management_Executive" grade and the significant experience required. Candidates should be prepared to discuss their salary expectations based on their specific experience and how it aligns with the higher or lower end of this spectrum. The extensive benefits package indicates a commitment to employee well-being and financial security.

🎯 Team & Company Context

🏢 Company Culture

Industry: Higher Education (Online, Competency-Based) Company Size: While not explicitly stated in the provided data, WGU is a large, established online university with a significant student body and workforce. The job posting mentions "diverse workforce of student-focused professionals," suggesting a substantial employee base. Founded: Western Governors University was founded in 1997.

Team Structure:

• This role sits within the Marketing and Website teams, likely reporting to a Director or VP of Marketing or Digital Strategy.
• The Manager directly leads a team that includes UX research and conversion testing specialists, indicating a functional team structure focused on digital experience optimization.
• Close collaboration is expected with Enrollment, EdTech, and other cross-functional departments, highlighting a matrixed or project-based collaboration model.

Methodology:

• The company's mission is built on competency-based education, suggesting a focus on measurable outcomes and student progress tracking.
• In this role, methodologies will likely involve data-driven decision-making, user-centered design principles, agile project management, and continuous improvement cycles for digital platforms.
• Emphasis on "light-weight process to create impact" suggests an agile and iterative approach to problem-solving and product development.

Company Website: www.wgu.edu

📝 Enhancement Note: WGU's unique competency-based model likely influences its operational culture, prioritizing efficiency, student success metrics, and innovative approaches to online learning delivery. Roles supporting the student journey, like this one, are critical to their mission.

📈 Career & Growth Analysis

Operations Career Level: This is a management-level position, overseeing a specialized team and critical digital product functions. It represents a mid-to-senior career stage within the operations or digital marketing technology domain. Reporting Structure: The Manager, UX and Interactive Products will report to a higher-level executive in marketing or digital strategy. They will manage a team of individual contributors focused on UX research and conversion testing. Operations Impact: This role has a direct impact on the prospective student acquisition funnel. By optimizing the digital journey and MarTech stack, the Manager influences lead generation, conversion rates, and ultimately, student enrollment, which is central to WGU's mission and revenue generation.

Growth Opportunities:

• Leadership Expansion: Potential to expand leadership scope to include broader digital marketing operations, product management, or MarTech strategy roles within the organization.
• Skill Specialization: Opportunities to deepen expertise in specific areas like advanced UX research methodologies, MarTech architecture, or data analytics through training and project involvement.
• Strategic Influence: As a key player in the prospective student journey, there's potential to influence broader digital strategy and contribute to organizational growth initiatives.
• Industry Recognition: Contributing to innovative UX and MarTech solutions within the online education sector can lead to industry recognition and career advancement.

📝 Enhancement Note: The role offers a blend of people management and strategic technical leadership, providing a solid foundation for further career growth in digital operations, product management, or marketing leadership within the higher education technology sector.

🌐 Work Environment

Office Type: The primary location is the "Salt Lake City Office," indicating a physical office-based work environment. However, the "Remote OK" AI derivation suggests potential for hybrid or remote work arrangements, though this should be clarified. Office Location(s): Salt Lake City, Utah, United States. Workspace Context:

• The role requires collaboration with various departments, suggesting an environment that supports cross-functional teamwork and communication.
• Access to marketing technology tools, analytics platforms, and user research resources is expected, providing the necessary infrastructure for the role.
• The emphasis on innovation and student focus likely fosters a dynamic and purpose-driven work atmosphere. Work Schedule: Standard 40-hour work week, with flexibility in paid time off indicating a supportive approach to work-life balance.

📝 Enhancement Note: While the primary location is Salt Lake City, the "Remote OK" attribute suggests flexibility. Candidates should confirm the exact expectations regarding on-site presence versus remote work during the application process.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely involves a review of the resume and application to assess qualifications against the minimum requirements, with a focus on relevant experience in MarTech, UX, and leadership.
• Hiring Manager Interview: A discussion with the hiring manager to delve deeper into experience, leadership style, understanding of UX and MarTech, and alignment with WGU's mission. Expect questions about past projects and problem-solving approaches.
• Team/Stakeholder Interviews: Interviews with key team members (UX researchers, conversion specialists) and stakeholders from Enrollment or EdTech to assess collaboration skills, technical knowledge, and cultural fit.
• Portfolio Review/Presentation: A critical stage where candidates will likely present their portfolio, showcasing case studies of MarTech optimization, UX improvements, journey mapping, and data analysis. This will assess practical application of skills and ability to articulate impact.
• Final Interview: May involve senior leadership to discuss strategic vision, leadership philosophy, and overall fit within the organization.

Portfolio Review Tips:

• Quantify Impact: For each project, clearly articulate the problem, your solution, the process followed, and the quantifiable results (e.g., percentage increase in conversion rates, improvement in user satisfaction scores, efficiency gains).
• Showcase Process: Demonstrate your understanding of the end-to-end process, from identifying user needs and data analysis to strategy development, implementation, and testing.
• Highlight Leadership: Include examples of how you've led teams, managed stakeholders, and navigated cross-functional challenges.
• Tailor to WGU: Research WGU's mission, values, and target audience. Frame your experience and portfolio pieces to show how you can contribute to their specific goals.
• Visual Clarity: Ensure your portfolio is well-organized, visually appealing, and easy to navigate, with clear explanations for each piece.

Challenge Preparation:

• Be prepared for potential case studies or hypothetical scenarios related to improving a specific aspect of the prospective student journey or optimizing a MarTech tool.
• Practice articulating complex technical concepts and data insights in a clear, concise manner suitable for both technical and non-technical audiences.
• Consider how you would approach diagnosing issues within a digital user journey and developing data-backed solutions.

📝 Enhancement Note: The portfolio review is likely a high-stakes component. Candidates should proactively prepare detailed case studies that demonstrate not just technical proficiency but also strategic thinking and measurable impact on business objectives, particularly in the context of student acquisition.

🛠 Tools & Technology Stack

Primary Tools:

• Content Management Systems (CMS): Experience with enterprise-level CMS platforms is crucial. Adobe Experience Manager (AEM) is specifically mentioned as a plus, indicating its importance.
• User Experience Research Tools: Familiarity with tools for user interviews, surveys, usability testing (e.g., UserTesting.com, Qualtrics, SurveyMonkey).
• A/B Testing & Optimization Platforms: Proficiency in tools like Optimizely, Google Optimize, or Adobe Target for running experiments and driving conversion rate optimization.
• Web Analytics Platforms: Deep understanding of web analytics tools, with Adobe Analytics being a preferred skill. Google Analytics is also a common tool in this space.

Analytics & Reporting:

• Data Visualization Tools: Experience with tools like Tableau, Power BI, or Looker for creating dashboards and reports to communicate insights to leadership.
• MarTech Integration Tools: Understanding of how different MarTech components integrate and the tools used for managing these integrations.

CRM & Automation:

• CRM Systems: While not explicitly stated, familiarity with CRM platforms (e.g., Salesforce, HubSpot) is often beneficial for understanding lead management and customer data.
• Marketing Automation Platforms: Experience with platforms like Marketo, Pardot, or HubSpot for automating marketing workflows.

📝 Enhancement Note: The explicit mention of AEM and Adobe Analytics suggests that candidates with experience in the Adobe Marketing Cloud ecosystem will have a distinct advantage. Proficiency across a broad MarTech spectrum is expected.

👥 Team Culture & Values

Operations Values:

• Student Focus: A core value is prioritizing the needs and success of prospective and current students, driving all decisions and actions.
• Data-Driven: Emphasis on using data and analytics to inform strategies, measure performance, and identify opportunities for improvement.
• Innovation & Agility: Encouraging new ideas and a flexible approach to implementing solutions, with a focus on "light-weight process to create impact."
• Collaboration: Strong emphasis on working effectively across departments to achieve shared goals and deliver a seamless student experience.
• Continuous Improvement: A commitment to ongoing learning, testing, and refinement of processes and digital experiences.

Collaboration Style:

• Highly collaborative, requiring close partnerships with Enrollment, EdTech, IT, and other marketing functions.
• Expect a proactive approach to communication and problem-solving, acting as a bridge between technical capabilities and marketing/enrollment needs.
• The team culture likely values shared learning and a collective drive to enhance the student journey.

📝 Enhancement Note: The culture appears to be mission-driven, student-centric, and focused on leveraging technology and data to achieve educational access and success, which translates to an operations environment that is both strategic and execution-oriented.

⚡ Challenges & Growth Opportunities

Challenges:

• MarTech Stack Complexity: Managing and optimizing a diverse MarTech stack to ensure seamless integration and maximum utilization can be challenging.
• Balancing User Needs and Business Goals: Effectively translating diverse prospective student needs into digital experiences that also meet WGU's enrollment and business objectives requires careful balancing.
• Cross-Departmental Alignment: Ensuring consistent messaging and a unified student experience across multiple departments (Marketing, Enrollment, EdTech) necessitates strong stakeholder management and communication.
• Pace of Digital Change: Staying ahead of evolving digital trends, user expectations, and MarTech advancements requires continuous learning and adaptation.

Learning & Development Opportunities:

• Advanced MarTech Training: Opportunities to gain deeper expertise in specific MarTech platforms, particularly within the Adobe Marketing Cloud ecosystem.
• UX Research Methodologies: Development in advanced user research techniques, persona development, and service design principles.
• Data Analytics & BI: Enhancing skills in data analysis, interpretation, and visualization for more impactful reporting and strategic recommendations.
• Leadership Development: Growing people management skills and strategic leadership capabilities through leading complex projects and managing a team.

📝 Enhancement Note: This role offers significant opportunities for growth in a dynamic digital environment, particularly for those looking to specialize in MarTech strategy, UX leadership, and data-driven GTM operations within the higher education sector.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you significantly improved a digital user journey. What was your process, what tools did you use, and what were the measurable outcomes?" (Focus on journey mapping, data analysis, and impact).
• "How do you approach selecting and implementing new MarTech solutions? What criteria do you prioritize, and how do you ensure successful integration and adoption?" (Focus on MarTech strategy and project management).
• "Walk me through your experience leading a team responsible for UX research or conversion testing. How do you foster a high-performing team culture focused on data and user empathy?" (Focus on leadership and team management).
• "How do you stay current with evolving user expectations and digital marketing technologies?" (Focus on continuous learning and industry awareness).
• "Describe a complex cross-functional project you managed. How did you ensure alignment and achieve project goals?" (Focus on collaboration and project management).

Company & Culture Questions:

• "What interests you about WGU's mission and its competency-based education model?" (Show understanding of the company's core values).
• "How would you describe your leadership style, and how do you ensure your team is aligned with organizational goals?" (Assess leadership and cultural fit).
• "How do you incorporate the 'voice of the customer' into your decision-making process?" (Assess user-centricity).

Portfolio Presentation Strategy:

• Structure: Organize your portfolio into distinct case studies, each addressing a specific challenge, your approach, the tools/technologies used, your role, and the quantifiable results.
• Narrative: Tell a compelling story for each project. Clearly articulate the problem, the strategic thinking behind your solution, and the impact you delivered.
• Data Emphasis: Quantify your achievements whenever possible. Use metrics to demonstrate the success of your initiatives (e.g., conversion rate increases, user satisfaction improvements, cost savings).
• Process Clarity: Be prepared to explain your methodologies for journey mapping, data analysis, A/B testing, and team management.
• Conciseness: Be mindful of time during presentations. Focus on the most impactful aspects of your work.

📝 Enhancement Note: Candidates should be ready to demonstrate a strong understanding of the full digital customer lifecycle and how their expertise in UX, MarTech, and data analysis contributes to WGU's student acquisition and retention goals. Preparing specific examples that align with the university's mission will be key.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday job portal link.
• Portfolio Customization: Curate your portfolio to highlight specific examples of successful MarTech stack management, user journey mapping, data analysis in web operations, and conversion rate optimization projects. Prioritize projects that demonstrate leadership and cross-functional collaboration.
• Resume Optimization: Tailor your resume to emphasize keywords related to UX, MarTech, data analysis, team leadership, and product management. Quantify achievements with specific metrics wherever possible to showcase your impact.
• Interview Preparation: Practice articulating your experience and methodologies using the STAR method (Situation, Task, Action, Result). Prepare specific examples that align with WGU's mission and the requirements of this role. Rehearse your portfolio presentation to ensure clarity and conciseness.
• Company Research: Thoroughly research Western Governors University's mission, values, student demographic, and its position in the online education market. Understand their approach to digital experience and student engagement to better tailor your responses and demonstrate genuine interest.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.