UX Strategy and CRM Engagement Systems Manager - INTERNAL OPENING FOR KSU EMPLOYEES ONLY

📍 Job Overview

Job Title: UX Strategy and CRM Engagement Systems Manager

Company: Kent State University

Location: Kent Campus - Kent, OH

Job Type: Full-Time

Category: Revenue Operations / GTM Operations (with a strong UX/CRM focus)

Date Posted: March 25, 2026

Experience Level: Mid-Senior Level (4+ years)

Remote Status: On-site

🚀 Role Summary

• This role is pivotal in shaping a unified user experience strategy across Kent State University's digital platforms, with a specific focus on leveraging CRM engagement systems to enhance audience interactions throughout the student lifecycle.

• The position demands a strategic leader to own the enterprise-level customer engagement platform, ensuring all audience touchpoints are designed for impact, personalization, and effectiveness.

• A key objective is to utilize data and insights to orchestrate sophisticated user journeys, deepening relationships and aligning communications with critical lifecycle moments for recruitment, retention, and student success.

• This role will be instrumental in improving coordination, personalization, and user flow across various digital channels, directly contributing to institutional goals in student support and outcomes.

📝 Enhancement Note: While the title mentions "UX Strategy," the core responsibilities and the focus on CRM engagement systems, journey orchestration, and data-driven personalization place this role firmly within the broader "Revenue Operations" or "GTM Operations" spectrum, particularly in an educational context where "revenue" can be interpreted as student enrollment and retention. The "INTERNAL OPENING FOR KSU EMPLOYEES ONLY" note is critical for applicant eligibility.

📈 Primary Responsibilities

• Develop and spearhead a comprehensive, cross-platform User Experience (UX) strategy for all university digital communications and engagement initiatives.

• Conduct in-depth audience journey mapping and usability research to inform and guide user experience design decisions, ensuring a user-centric approach.

• Leverage data, A/B testing, and analytics to continuously refine experience design and systematically identify and remove friction points in user journeys.

• Ensure that all digital designs and communication delivery standards adhere to best practices for accessibility, personalization, and mobile optimization.

• Collaborate closely with creative, content, and enrollment management teams to craft user-first storytelling that resonates across the entire student lifecycle, from prospective student to alumnus.

• Act as the lead administrator and subject matter expert for the Element451 platform, maximizing its capabilities for university-wide engagement and operational efficiency.

• Design, implement, and oversee sophisticated journey orchestration and segmentation strategies within the CRM platform, utilizing data to drive targeted engagement.

• Identify, evaluate, and implement AI-powered features to enhance personalization, enable predictive outreach, and optimize user journeys.

• Coordinate CRM usage across various university divisions and colleges to eliminate redundancy, improve overall effectiveness, and establish robust governance and data integrity.

• Align CRM data and communication strategies with broader institutional objectives for audience engagement, alumni relations, and student retention.

• Utilize behavioral and engagement data to strategically inform the sequencing, timing, and content of all university communications.

• Lead comprehensive audits and gap analyses of existing audience journeys and communication touchpoints to identify areas for improvement.

• Partner with content and data teams to ensure a seamless, cohesive, and integrated user journey across all platforms, including web, email, mobile app, social media, print, and mobile.

• Convene and lead a university-wide working group comprising CRM power users and audience engagement specialists to foster alignment on strategy, share best practices, and drive continuous improvement.

• Potentially provide direct supervision and mentorship to student employees, fostering their professional development.

📝 Enhancement Note: The responsibilities highlight a strong focus on process optimization, system administration, data utilization for strategic decision-making, and cross-functional leadership, which are hallmarks of a senior operations role. The emphasis on Element451 as the primary CRM platform is a critical detail for candidates to note.

🎓 Skills & Qualifications

Education:

Experience:

Required Skills:

• User Experience (UX) Strategy: Proven ability to develop and implement comprehensive UX strategies that enhance user journeys and engagement across digital platforms.

• CRM Platform Leadership & Administration: Expertise in managing and optimizing enterprise-level CRM systems, with a focus on driving engagement and operational efficiency.

• Digital Audience Engagement: Demonstrated success in designing and executing multi-channel digital engagement strategies for diverse audiences.

• Journey Mapping & Usability Research: Proficiency in conducting audience journey mapping and usability research to identify user needs and pain points.

• Data-Driven Decision Making: Strong ability to use data, analytics, and testing frameworks to inform design decisions, measure impact, and optimize user flows.

• Personalization & Segmentation: Experience in developing and implementing personalized communication strategies and audience segmentation models.

• Cross-Functional Collaboration: Excellent ability to partner effectively with creative, content, IT, and enrollment teams to achieve shared objectives.

• Leadership & Project Management: Demonstrated ability to lead initiatives, manage complex projects, and drive consensus among diverse stakeholders.

Preferred Skills:

• Master's degree in a related field (e.g., Digital Marketing, Information Science, UX).

• UX or CX certification (e.g., from Nielsen Norman Group, HFI).

• Direct experience with AI-driven communication platforms and lifecycle automation strategies.

• Experience within the higher education sector, specifically in areas like enrollment management, student success, or alumni advancement.

• Hands-on experience with specific CRM engagement platforms such as Element451, Slate, Salesforce, or similar enterprise solutions.

• Proficiency in customer journey mapping, advanced testing frameworks, and data-driven personalization techniques.

📝 Enhancement Note: The "4+ years of experience" requirement, combined with the leadership responsibilities and strategic oversight, positions this as a mid-to-senior level role. The explicit mention of Element451 as a preferred platform is a significant advantage for candidates with direct experience.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• UX Strategy & Design Examples: Showcase examples of developed UX strategies, user journey maps, and wireframes/prototypes that demonstrate a user-centric design process.

• CRM Implementation & Optimization Case Studies: Present case studies detailing your experience with CRM platform administration, configuration, and optimization efforts, highlighting process improvements and system enhancements.

• Data-Driven Campaign Examples: Include examples of campaigns or initiatives where data analysis and segmentation were used to drive personalized engagement and achieve measurable outcomes.

• Cross-Platform Integration Examples: Demonstrate your ability to orchestrate seamless user journeys across multiple digital touchpoints (web, email, mobile, social), illustrating how different systems were integrated or coordinated.

Process Documentation:

• Workflow Design & Optimization: Candidates should be prepared to discuss their approach to designing and optimizing workflows within CRM systems, focusing on efficiency and user experience.

• System Implementation & Automation: Evidence of experience in implementing new features, automation rules, or integration points within CRM platforms to streamline operations.

• Performance Measurement & Analysis: A clear understanding of how to define, track, and report on key performance indicators (KPIs) related to user engagement, campaign effectiveness, and system utilization.

📝 Enhancement Note: For this role, a portfolio should not just list responsibilities but visually demonstrate UX strategy development, CRM system configurations, data analysis leading to actionable insights, and cross-channel campaign orchestration. Case studies proving ROI or significant improvements in engagement metrics will be highly valued.

💵 Compensation & Benefits

Salary Range:

• $67,706 - $86,270 annually.

Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision coverage.

• Retirement Savings Plan: Likely a state-sponsored retirement plan (e.g., Ohio Public Employees Retirement System - OPERS) with employer contributions.

• Paid Time Off: Generous vacation, sick leave, and holiday pay.

• Tuition Assistance/Waiver: Potential for tuition benefits for employees and dependents at Kent State University.

• Professional Development: Opportunities for training, workshops, and conferences to enhance skills in UX, CRM, and data analytics.

• Life and Disability Insurance: Standard employer-provided insurance coverage.

Working Hours:

• Monday - Friday, 8:00 AM - 5:00 PM, with some flexibility as discussed with the supervisor. This schedule is typical for professional roles requiring consistent availability during business hours.

📝 Enhancement Note: The salary range provided is specific and falls within the mid-range for managerial positions focused on CRM and UX strategy in public higher education institutions in the Midwest. The benefits package is standard for public university employees in Ohio.

🎯 Team & Company Context

🏢 Company Culture

Industry: Higher Education (Public University)

Company Size: Large (Kent State University is a major public research university with tens of thousands of students and thousands of employees across multiple campuses).

Founded: 1910. Kent State University has a long-standing history, indicating a stable and established organizational structure.

Team Structure:

• This role reports to the Senior Director, Data Strategy, indicating a position within a data-focused or analytics-centric department, likely serving broader university-wide initiatives.

• The position will involve significant cross-functional collaboration with various departments, including enrollment management, marketing, IT, and academic units.

Methodology:

• The role emphasizes a data-driven approach to UX strategy and CRM engagement, utilizing analytics, testing, and user research to inform decisions.

• Process optimization and workflow design are central, aiming to improve efficiency and effectiveness of audience interactions.

• Automation and AI integration are key strategic components for enhancing personalization and predictive capabilities.

Company Website: https://www.kent.edu/

📝 Enhancement Note: Working for a large public university like Kent State means navigating a complex organizational structure with diverse stakeholders. Operations roles here often focus on standardization, efficiency, and data-informed decision-making to support institutional goals like student recruitment and retention. The "INTERNAL OPENING" status signifies that current Kent State employees will be prioritized, suggesting a strong internal candidate pool.

📈 Career & Growth Analysis

Operations Career Level:

Reporting Structure:

Operations Impact:

Growth Opportunities:

• Specialization Advancement: Deepen expertise in AI-driven engagement, advanced UX research methodologies, or specific CRM platform capabilities.

• Leadership Track: Potential to move into a Director-level role overseeing broader data strategy, digital experience, or CRM operations within the university.

• Cross-Departmental Mobility: Opportunities to transition into related roles in marketing, alumni relations, or student affairs, leveraging the deep understanding of audience engagement gained in this position.

• Professional Development: Access to university-provided training, workshops, and potential for certifications in UX, CRM, and data analytics tools.

📝 Enhancement Note: For operations professionals, this role offers a unique blend of technical CRM management, strategic UX design, and high-level data analysis within a stable academic environment. Growth potential is tied to demonstrating impact on key institutional metrics and expanding leadership capabilities.

🌐 Work Environment

Office Type:

Office Location(s):

Workspace Context:

• Collaborative Environment: Expect regular interaction with IT, marketing, enrollment, and other departmental teams, necessitating strong communication and collaboration skills.

• Technology Access: Will have access to university IT resources, including standard office software, network access, and potentially specialized analytics and design tools. The primary focus will be on the Element451 CRM.

• Operations Team Interaction: While reporting to Data Strategy, the role involves leading a cross-functional working group, fostering active engagement with a broad network of CRM users across the university.

Work Schedule:

• Standard Monday-Friday, 8 AM - 5 PM schedule, typical for administrative and professional roles in higher education. Occasional flexibility may be required for critical projects or events, as is common in operations roles.

📝 Enhancement Note: The on-site requirement means candidates should be prepared for a traditional office work environment within a large university campus. The collaborative nature of the role suggests an open-plan or team-oriented workspace, but this can vary.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or a hiring manager will review applications to assess basic qualifications and eligibility (especially for the internal-only status).

• First Round Interview: Likely a panel interview with the Senior Director, Data Strategy, and potentially other key stakeholders (e.g., IT, Marketing, Enrollment leadership). This will focus on strategic thinking, UX/CRM expertise, and leadership capabilities.

• Portfolio Review/Presentation: Candidates may be asked to present their portfolio, showcasing specific projects related to UX strategy, CRM implementation, journey mapping, and data-driven campaign results.

• Second Round Interview/Meet-and-Greet: May involve meeting with additional team members or stakeholders to assess cultural fit and collaboration style.

• Final Decision: Based on overall assessment of skills, experience, strategic fit, and portfolio presentation.

Portfolio Review Tips:

• Focus on Impact: Quantify achievements whenever possible. Instead of "Managed CRM," state "Optimized CRM segmentation, leading to a 15% increase in targeted email open rates."

• Showcase Process: Clearly articulate your methodology for UX strategy development, journey mapping, data analysis, and CRM configuration. Use diagrams or flowcharts where appropriate.

• Highlight CRM Specifics: For CRM-focused projects, detail the platform used (especially if it's Element451 or similar), the specific configurations made, and the resulting operational efficiencies or engagement improvements.

• Demonstrate Collaboration: Include examples of cross-functional projects, emphasizing your role in communication, stakeholder management, and achieving consensus.

• Tailor to the Role: Emphasize examples that align with higher education context, student lifecycle management, and the specific responsibilities outlined in the job description.

Challenge Preparation:

• Be prepared for scenario-based questions: "How would you approach designing a personalized communication journey for prospective students struggling with financial aid deadlines?"

• Expect questions about your experience with AI in engagement, data governance, and managing diverse stakeholder needs within a large organization.

• Practice articulating your UX philosophy and how it integrates with CRM capabilities to drive institutional goals.

📝 Enhancement Note: Given the internal-only nature, the interview process might be more streamlined if internal candidates are well-known. However, the emphasis on a portfolio and strategic thinking suggests a rigorous evaluation of candidates' ability to lead university-wide initiatives.

🛠 Tools & Technology Stack

Primary Tools:

• CRM Platform: Element451 (primary focus, expertise required/highly preferred).

• UX Design Tools: Potentially Figma, Sketch, Adobe XD, or similar for wireframing and prototyping.

• Analytics Platforms: Google Analytics, Adobe Analytics, or similar web analytics tools.

• Data Visualization Tools: Tableau, Power BI, Looker, or similar for reporting and dashboard creation.

• Project Management Software: Asana, Trello, Jira, or university-standard tools for task and project tracking.

Analytics & Reporting:

• Proficiency in analyzing user behavior data, campaign performance metrics, and CRM engagement data.

CRM & Automation:

• Deep understanding of CRM functionalities, including data management, segmentation, workflow automation, and journey orchestration.

• Experience with AI-powered features for personalization and predictive analytics within engagement platforms.

• Familiarity with integrating CRM systems with other university platforms (e.g., SIS, marketing automation, web content management systems).

📝 Enhancement Note: Expertise in Element451 is a significant differentiator. Candidates should be ready to discuss their experience with its specific features for journey orchestration, AI personalization, and segmentation. Familiarity with data integration and analytics tools commonly used in higher education is also key.

👥 Team Culture & Values

Operations Values:

• Data-Driven Excellence: A strong emphasis on using data and analytics to inform strategy, measure impact, and drive continuous improvement in all operations.

• User-Centricity: A commitment to understanding and serving the needs of students, faculty, and staff through thoughtful UX design and personalized engagement.

• Collaboration & Inclusivity: Fostering a respectful, inclusive, and collaborative environment where diverse perspectives are valued and integrated into decision-making.

• Efficiency & Innovation: Striving for operational efficiency through process optimization and embracing innovative technologies like AI to enhance capabilities.

• Integrity & Governance: Maintaining high standards for data integrity, system governance, and ethical use of technology in communications.

Collaboration Style:

• Cross-Functional Partnership: The role demands proactive engagement and strong partnerships with various university departments, requiring excellent communication and negotiation skills.

• Working Group Leadership: Leading a community of practice for CRM users, fostering knowledge sharing, alignment, and collective problem-solving.

• Stakeholder Management: Effectively communicating with and influencing stakeholders at different levels of the organization, from individual users to senior leadership.

📝 Enhancement Note: Kent State's stated commitment to diversity, inclusivity, and respect is likely reflected in its team culture. Operations professionals in this environment must be adept at navigating complex stakeholder landscapes and championing data-informed, user-centric approaches.

⚡ Challenges & Growth Opportunities

Challenges:

• University-Wide Adoption & Standardization: Gaining buy-in and ensuring consistent adoption of UX strategies and CRM best practices across diverse departments with potentially varying levels of technical sophistication.

• Data Integration & Silos: Overcoming challenges related to fragmented data sources and ensuring seamless integration of data across different university systems.

• Keeping Pace with Technology: Continuously evaluating and integrating new AI and engagement technologies within a complex, often budget-constrained, university environment.

• Measuring ROI in Academia: Demonstrating the tangible impact of UX and CRM initiatives on institutional goals like student enrollment, retention, and success, which can be complex to quantify.

Learning & Development Opportunities:

• Advanced CRM/UX Training: Access to specialized training on Element451, AI in marketing/engagement, and advanced UX methodologies.

• Higher Education Industry Conferences: Opportunities to attend relevant conferences (e.g., Educause, CASE) to stay abreast of trends in higher education technology and operations.

• Internal Mentorship: Potential to learn from senior leaders within the Data Strategy department and across the university.

• Leadership Development Programs: University-offered programs for developing management and leadership skills.

📝 Enhancement Note: This role offers the chance to tackle significant operational challenges within a mission-driven organization. Overcoming these challenges provides substantial opportunities for skill development and career advancement in the specialized field of educational technology and operations.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to developing a university-wide UX strategy. What key considerations would you prioritize?" (Focus on user research, cross-functional input, and alignment with institutional goals).

• "How would you leverage Element451's AI capabilities to improve student retention rates?" (Discuss specific features like predictive analytics for at-risk students, personalized outreach, and automated nudges).

Company & Culture Questions:

• "What do you know about Kent State University's mission and how can your role contribute to it?" (Research the university's strategic plan, values, and student success initiatives).

• "How do you approach building consensus and driving adoption for new strategies or technologies across different departments?" (Highlight your collaboration, communication, and change management skills).

Portfolio Presentation Strategy:

• Structure: Organize your portfolio logically, perhaps by project type (UX Strategy, CRM Implementation, Data Analysis) or by impact area (Recruitment, Retention, Engagement).

• Storytelling: For each project, tell a compelling story: the problem, your approach (including tools and methodologies), the solution, and the measurable results.

• Quantify Impact: Use data and metrics to demonstrate the success of your initiatives. If exact numbers aren't available, discuss the intended impact and how it would be measured.

• Highlight CRM Specifics: If you have Element451 experience, showcase it. Otherwise, highlight transferable skills from other enterprise CRM platforms.

• Engage Your Audience: Be prepared to answer questions about your work and adapt your presentation based on the interviewers' interests.

📝 Enhancement Note: For an internal opening, interviewers may already have some context about candidates. It's crucial to demonstrate a strategic understanding of Kent State's specific challenges and opportunities, and how your experience directly addresses them.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided career portal link. As this is an internal opening, ensure you follow any specific internal application procedures.

• Portfolio Customization: Tailor your resume and portfolio to highlight specific experiences in UX strategy, CRM platform management (especially Element451 or similar), data analytics for engagement, and cross-functional collaboration relevant to higher education.

• Resume Optimization: Ensure your resume clearly articulates your achievements using keywords found in the job description, such as "UX Strategy," "CRM Engagement Systems," "Journey Mapping," "Data Analysis," "Personalization," and "Higher Education."

• Interview Preparation: Practice articulating your experience using the STAR method, focusing on roles and projects that demonstrate your ability to lead, strategize, and execute within complex organizational structures. Prepare specific examples for the portfolio review.

• Company Research: Deepen your understanding of Kent State University's strategic priorities, current initiatives in student recruitment and retention, and its digital presence. Understand how this role fits into the broader "Data Strategy" department.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. As this is an internal opening, specific procedural nuances may apply. All details should be verified directly with Kent State University's HR department or the hiring manager before making application decisions.