Job Title: UX Strategy and CRM Engagement Systems Manager Physical Location: Kent Campus - Kent, OH Salary: $67,706 - $86,270 Basic Function: Leads the development of a university-wide user experience strategy across platforms and serves as the strategic and operational owner of an enterprise-level customer engagement platform. Ensures that every audience interaction, from recruitment to retention, is thoughtfully designed, personalized and impactful. Uses data and insights to orchestrate user journeys that deepen audience relationships and align communications with lifecycle moments. By improving coordination, personalization and user flow across platforms, this role directly contributes to enhancing student support and improving recruitment, retention and student success outcomes. Reports to Senior Director, Data Strategy. Additional Basic Function – if applicable: Not applicable. Examples of Duties: Duties/essential functions may include, but not be limited to, the following: Develop and lead a cross-platform UX strategy for digital communications and engagement. Conduct audience journey mapping and usability research to guide experience design. Use data, testing and analytics to inform experience design and remove friction points in user journeys. Ensure design and delivery standards support accessibility, personalization and mobile optimization. Partner with creative, content and enrollment teams to ensure user-first storytelling across the full student lifecycle. Serve as the lead administrator and expert user of Element451, ensuring the platform’s full capabilities are realized for university-wide engagement. Design and oversee journey orchestration, segmentation strategies and testing within the platform. Identify and implement AI-powered features for personalization, predictive outreach and journey optimization. Coordinate CRM usage across divisions and colleges to eliminate overlap, enhance effectiveness and maintain governance. Align CRM data and communications with broader institutional strategies for audience engagement and retention. Use behavioral and engagement data to inform the sequencing, timing and content of university communications. Lead audits and gap analyses of current audience journeys and communication touchpoints. Partner with content and data teams to ensure a seamless, cohesive journey across platforms (web, email, app, social, print and mobile). Convene and lead a university-wide working group of CRM power users and audience engagement specialists to align on strategy and share best practices. May provide direct supervision of student employees. Perform related duties as assigned. Additional Examples of Duties – if applicable: Not applicable. Minimum Qualifications: Bachelor’s degree in digital communications, marketing, UX design, information systems, or a related field. Four years' experience in UX strategy, CRM platform leadership, digital audience engagement roles or related experience. License/Certification: None. Knowledge Of: AI-enabled engagement tools and optimization practices Content strategy and digital storytelling methods Web and engagement analytics tools Skill In: Collaboration and working across departments and platforms Customer journey mapping, testing frameworks, and data-driven personalization Synthesizing qualitative and quantitative insights Ability To: Ensure a seamless, cohesive journey across platforms (web, email, app, social, print, and mobile) Provide leadership Manage complex, multi-stakeholder initiatives Preferred Qualifications – if applicable: Master’s degree in a related field. UX or CX certification (e.g., Nielsen Norman Group, HFI). Experience with AI-driven communication platforms and lifecycle automation. Higher education experience in enrollment, student success or advancement. Direct experience with CRM engagement platforms (e.g., Element451, Slate, Salesforce, etc.). Experience with customer journey mapping, testing frameworks and data-driven personalization. Assessments: Asterisk (*) indicates knowledge, skills, abilities which require assessments Working Conditions / Physical Requirements: None. Working Schedule: Monday - Friday 8 AM - 5 PM or otherwise discussed with your supervisor. Additional Information: Kent State University is committed to creating a community that is culturally and intellectually diverse and to attracting and retaining a diverse staff. We strive to create and maintain working and learning environments that respect differences, and are inclusive, welcoming, respectful and kind. Must pass a security check. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. For official job descriptions, visit www.kent.edu/hr. Kent State University is a Smoke-Free, Tobacco-Free University effective July 1, 2017. Smoking and tobacco use are not permitted on any of Kent State’s campuses or other locations and properties that are owned, operated, or leased by Kent State, both domestic and international. For additional details, visit www.kent.edu/smoke-free. Disclaimer: The intent of this description is to illustrate the types of duties and responsibilities that will be required of positions given this title and should not be interpreted to describe all the specific duties and responsibilities that may be required in any particular position. Directly related experience/education beyond the minimum stated may be substituted where appropriate at the discretion of the Appointing Authority. Kent State University reserves the right to revise or change job duties, job hours, and responsibilities.