Digital Experience Specialist

Job Overview

At Unity Environmental University, we value different perspectives, champion innovation, and create an environment where both employees and learners can excel. We are committed to fostering a workplace where talent and dedication drive success.

The Digital Experience Specialist is responsible for the ongoing maintenance and operational integrity of Unity Environmental University's student-facing AI and digital portal infrastructure. This role ensures that AI agent systems, knowledge bases, and portal environments remain accurate, functional, and aligned with institutional needs across the full student lifecycle.

Reporting to the Digital Experience Analyst, the Specialist is the primary owner of day-to-day maintenance activity, keeping existing systems running reliably so that strategic development work can move forward without disruption.

• Own the routine maintenance of AI agent knowledge base articles and actions, including accuracy audits, formatting updates, versioning, and alignment with current institutional policies, programs, and processes.
• Monitor student-facing AI agent performance across all lifecycle stages, including prospect, applicant, and current student, identifying coverage gaps, outdated content, or degraded response quality and resolving or escalating as appropriate.
• Maintain portal environments, such as Salesforce Experience Cloud, by keeping page content, navigation, component configurations, and resource links current and functional.
• Conduct regular quality assurance checks across digital experience touchpoints, documenting findings and coordinating with the Digital Experience Analyst on remediation.
• Triage and track logged AI agent failures or escalated student interactions, maintaining a record of issues and resolutions to support systemic pattern identification.
• Maintain system documentation, configuration records, and process change logs to ensure institutional knowledge is current and accessible.
• Perform routine data hygiene and integrity checks in support of AI and portal systems, flagging anomalies for review.
• Serve as the first point of contact for day-to-day platform questions from internal end-users, resolving routine issues and escalating complex ones appropriately.
• Lead assigned institutional initiatives and projects, including work that may extend beyond the position’s primary portfolio as organizational needs evolve.

• Stay open to counter intuitive ideas and direct feedback. Unity employees are expected to think creatively and remain open to approaches that challenge initial instincts or traditional methods. Taking direction, seeking clarity, and executing with precision are critical to moving innovative work forward.
• Work confidently with AI, digital tools, and emerging systems. As a technology-enabled institution, Unity expects all employees to adopt a growth mindset around digital tools. This includes using AI systems to enhance productivity and decision-making, as well as learning new platforms and processes with curiosity and accountability.
• Deliver results in a fast-paced, evolving environment. Agility, resilience, and follow-through are essential. Employees must remain focused on outcomes even as priorities shift, iterating quickly and adjusting to change without losing momentum.
• Communicate with clarity and consistency. Strong written and verbal communication, including the ability and willingness to engage professionally by phone, video, and digital channels is essential. Employees must document decisions, convey key information clearly, and support alignment across teams.
• Model integrity and professionalism in all aspects of work.…