Enrollment Services Student Experience Designer

Apply now Job no: 515312
Classification:Student Services Professional 4
Grade:Grade 80
Work type:Staff Full-time
Administrative Unit:University of Alaska Anchorage
School/Business unit:UAA VC Student Affairs
Location: Anchorage
Categories: Student Affairs/Services

Position Summary:

University of Alaska Anchorage Enrollment Services seeks a dynamic individual to serve in an exciting new position focusing on customer service from a student experience design perspective. This position will be responsible for coordinating the first point of contact for individuals interacting with core university functions related to admissions, financial aid, registration, student records and veteran services. A successful applicant will be able to demonstrate a vision for developing a student experience that is welcoming, built around theory and assessment, as well as speak to their ability to lead a team of established professionals.

Duties:

15Provide direct supervision and leadership to professional staff within electronic student services to ensure balance of workload and support to Enrollment Services, Student Affairs and UAA. Utilize this team in the larger vision of this position, as well as towards the mission of the university. Continually work to find ways to cross train and remove silos of specialized expertise that make UAA vulnerable, ensure needed coverage during times of leave or extended absences. Serve as a member of Banner Student Team and convey vital information regarding upgrades, and staff schedules which may impact workload. Ensure that UAA is maximizing software. Coordinate and collaborate with statewide IT and local IT.Essential
25Regularly attend or coordinate attendance at staff meetings for financial aid, registrar, and admissions to stay current on processes, changes, and student needs in order to better facilitate the student experience within ES. Serve as project manager for initiatives being advanced by Enrollment Services including coordinating meetings, working with vendors (when applicable), and ensuring continued progress on initiatives. Coordinate regular all staff meetings for Enrollment Services which meet the needs of staff and provide opportunities for interaction and for transparency between departments which aid in removing silos and creating a more unified Enrollment Services. Develop and plan twice yearly training days which provide staff needed training and skills, as well as expand knowledge on current trends, national best practices, and increased awareness of our constituents. Work to find and develop opportunities to incorporate Enrollment Services within the larger university community and build increased awareness of the role ES plays within UAA''s mission and to find ways to tell our story. Ensure key ES events that impact student life cycle are well communicated with students and campus (i.e. FAFSA applications, Priority registration, FERPA, etc). Coordinate promotion and marketing of timely events via display windows of new Enrollment Services Center.Essential
30Must possess strong program and project management skills in order to effectively plan and execute new and continuing projects and to meet targeted timelines. Design, develop, implement, assess, and redesign a best practice student service model for the Enrollment Services Center which will center around the student experience. Regularly research best practice, stay current on national trends, and implement new strategies for ensuring students and staff and daily guests to the ESC (via all means) are given the ultimate level of service. Be able to speak to measure of success. Create cohesive visualizations of the student experience from pre-entry through graduation and provide accurate empathy data to inform decision making. Lead the ES directors and campus in better service models for the UAA student body. Find ways to demonstrate where students are thriving and where pain points of service are and then work to make meaningful change.Essential
30Responsible for oversight of the first point of contact for every individual visiting the Enrollment Services Center, whether in person, phone, email, or virtual. Must have excellent relationship management skills and experience working with stakeholder groups in order to collaborate to create a seamless student experience which centers around belonging and student success. Ensure interactions are helpful and courteous and that students and guests do not experience "the run around." Responsible for developing a regularly and dynamic training program which strives to guarantee excellence and timeliness of service. Consistently assess and provide feedback to appropriate areas. Must be able to develop needed tools for training of staff that will keep them current on policies and best practices. Not only those which are happening across campus and the state, but also within higher education and areas which create impact- must be able to think outside the box.Essential

KNOWLEDGE/SKILLS/ABILITIES:

Good knowledge of Enrollment Services Functions. Ability to train, supervise, and lead others on core student services. Excellent knowledge of Customer Service and proven ability to provide good first point of contact and problem resolution. Ability to handle multiple demands in a calm and effective way. Must work well with others and be able to establish key relationships with other areas of campus. Awareness and appreciation for FERPA is required. Demonstrated ability to understand the nuances of compliance. Attention to detail, strong critical thinking skills, excellent verbal and written communication and good judgement. Experience working with diverse populations.

TYPICAL EXPERIENCE:

Four years progressively responsible and relevant experience in college and university setting, including staff supervision and previous experience with project management. UAA experience is preferred.

REQUIRED EDUCATION OR TRAINING:

Master’s degree in related field and four years relevant experience, or an equivalent combination of training and experience.

INSTRUCTIONS TO APPLY:

Application review will take place on September 15, 2020.  To ensure your application is considered, apply by 11:55 pm Alaska Standard Time on 9/15/2020.  Applications received after this date may not be considered.

Reasonable Accommodation Statement:

The University of Alaska (UA) is responsible for providing reasonable accommodations to individuals with disabilities throughout the applicant screening process. If you need assistance in completing this application or during any phase of the interview process, please contact UA Human Resources by phone at 907-450-8200.

Affirmative Action Statement:

UA is an AA/EO employer and educational institution and prohibits illegal discrimination against any individual: www.alaska.edu/nondiscrimination

Background Check:

The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.

Probationary Period:

Pursuant to University Regulation 04.07.020, new employees of the University are employed in an at-will probationary status for the first six months of employment. During the probationary period, employment may be terminated for no reason or any reason. Promoted employees also serve a probationary period with limited rights of retreat.

Public Disclosure Statement:

Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.

University of Alaska is a Drug-Free Workplace.

University of Alaska campuses are Tobacco-Free.

Training Policy:

It is the policy of the University of Alaska (UA) that all employees are required to complete training to meet the requirements of the positions they hold, and to complete the required training within a specified period to remain employed at the UA.

Contact Information:

If you have any questions regarding this position, please contact University of Alaska HR at 907-450-8200.

Advertised: Alaskan Daylight Time
Applications close:

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