Key Findings on the Employee Experience Journey in Higher Education
- Journey mapping offers a human-centered, holistic view of employee experience – from recruitment through offboarding—tailored to the complexities of academic roles and cycles in higher education.
- Traditional HR methods fall short by focusing on snapshots of employee sentiment, while journey mapping reveals systemic issues and critical transition points often overlooked in faculty and staff experiences.
- A well-executed journey map supports institutional goals like student success, research excellence, and financial sustainability by improving engagement, retention, and overall productivity.
- Higher education institutions face distinct pain points for faculty, staff, and leadership – from administrative overload to lack of career progression – which can be addressed through strategic mapping and targeted interventions.
Implementing journey mapping requires cross-functional collaboration, measurable KPIs, and a commitment to continuous improvement, ultimately transforming institutional culture and resilience in a competitive higher ed landscape.
Staff turnover rates at colleges and universities have reached concerning levels. As institutions compete for talent while facing budget constraints, employee experience journey mapping has emerged as a powerful strategy with transformative potential. This approach not only improves retention but also creates a more engaged and productive academic workforce.
Table of contents
- Key Findings on the Employee Experience Journey in Higher Education
- What Is Employee Experience Journey Mapping in Higher Education
- Why Traditional Approaches Fall Short in Academia
- The Strategic Value of Employee Experience in Higher Education
- Key Stages of the Employee Journey in Higher Education
- Common Pain Points for Higher Education Employees
- How to Create an Effective Employee Experience Journey Map
- Measuring Success: KPIs for Employee Experience
- Practical Takeaways for Implementation
- Transforming Higher Education Through Employee Experience
- FAQ
Higher education institutions face unique challenges in staff retention and engagement. From tenured faculty to administrative staff, each employee contributes to student success and institutional reputation. Understanding and optimizing their experience isn’t just good HR practice – it’s essential for institutional sustainability and excellence.
What Is Employee Experience Journey Mapping in Higher Education
Employee experience journey mapping is a strategic process that visualizes the entire employee lifecycle within your academic institution. It tracks touchpoints, emotions, pain points, and opportunities from recruitment through offboarding. Unlike generic HR processes, journey mapping takes a human-centered approach, viewing experiences through the employee’s eyes.
“The purpose of journey mapping is to understand the employee experience from the employee’s perspective rather than the organization’s. It’s a way to walk in employees’ shoes and identify pain points, gaps, and opportunities to improve the experience.”
Anthony Calleo, Chief Employee Experience Officer at Calleo EX
For higher education institutions with diverse employee types—from faculty to student workers, administrators to support staff—journey mapping provides a structured framework to understand varied experiences and needs across different departments and roles.
Why Traditional Approaches Fall Short in Academia
Higher education has historically relied on traditional survey methods or departmental feedback to gauge employee satisfaction. These approaches often:
- Capture point-in-time feedback rather than the holistic employee journey
- Miss critical transition points where experience issues emerge
- Fail to connect emotional responses to specific institutional processes
- Overlook the unique aspects of academic employment cycles
By contrast, journey mapping provides a dynamic, continuous view of employee experiences that acknowledges the unique rhythms of academic life, from semester transitions to research cycles.
The Strategic Value of Employee Experience in Higher Education
The Hidden Costs of Poor Employee Experience
When faculty and staff have negative experiences, the repercussions extend throughout the institution:
- Increased turnover costs (estimated at 1.5-2× annual salary for specialized academic roles)
- Knowledge and relationship loss affecting student experience and continuity
- Reduced research output and grant acquisition potential
- Diminished instructional quality impacting student outcomes
- Damaged institutional reputation affecting both student and faculty recruitment
At a time when higher education faces significant enrollment and funding challenges, these hidden costs can substantially impact institutional sustainability.
Connecting Employee Experience to Institutional Goals
Employee experience directly supports core institutional objectives:
- Student Success: Engaged faculty and staff provide better student support, leading to improved retention and graduation rates
- Research Excellence: Satisfied researchers are more productive and more likely to secure competitive grants
- Financial Sustainability: Reduced turnover lowers recruiting and training costs
- Institutional Reputation: Positive employee experiences translate to stronger employer branding
According to research on organizational development in higher education, institutions that prioritize employee experience see measurable improvements in these areas, creating a virtuous cycle of institutional excellence.
Key Stages of the Employee Journey in Higher Education
A comprehensive employee journey map for higher education should encompass six key stages, each with unique considerations for academic settings:
1. Recruitment and Selection
This stage includes:
- Job posting visibility and clarity
- Application process experience
- Interview and assessment methods
- Communication during selection
- Offer negotiation and acceptance
Higher Ed Consideration: Academic recruitment often involves committee-based hiring, public presentations, and longer timelines than corporate settings. Your journey map should account for these sector-specific elements.
2. Onboarding and Orientation
Critical elements include:
- Pre-arrival communication
- First-day experience
- Technology and system access
- Training and support resources
- Role clarity and expectations
- Cultural integration
Higher Ed Consideration: Faculty onboarding often aligns with academic calendars, while staff onboarding may happen year-round. Both require institution-specific knowledge beyond typical corporate onboarding.
3. Development and Training
This encompasses:
- Professional development opportunities
- Career progression pathways
- Performance feedback systems
- Mentorship programs
- Skill-building resources
Higher Ed Consideration: Faculty development includes teaching support, research mentorship, and tenure guidance, while staff development may focus on administrative expertise and leadership skills.
4. Engagement and Retention
Key components include:
- Recognition and reward systems
- Work-life balance initiatives
- Community building activities
- Communication channels
- Collaboration opportunities
- Wellness programs
Higher Ed Consideration: Academic engagement must account for faculty governance, academic freedom, and the unique motivation factors of knowledge workers.
5. Career Advancement
This stage covers:
- Promotion processes
- Leadership development
- Tenure and advancement criteria
- Internal mobility opportunities
- Skill expansion programs
Higher Ed Consideration: Academic advancement follows structured paths (assistant to associate to full professor) with specific criteria different from administrative advancement tracks.
6. Offboarding and Alumni Relations
Important elements include:
- Retirement planning
- Knowledge transfer processes
- Exit interviews and feedback
- Continued affiliation opportunities
- Alumni engagement
Higher Ed Consideration: Faculty emeritus status, research continuation, and maintaining academic relationships distinguish higher education offboarding from corporate practices.
Common Pain Points for Higher Education Employees
Understanding typical challenges helps institutions address systemic issues rather than symptoms. Our research reveals several common pain points across higher education roles:
For Faculty
- Overwhelming Administrative Burdens: Increasing reporting requirements and administrative tasks that detract from teaching and research
- Work-Life Balance Challenges: Difficulty managing teaching loads, research demands, and service commitments
- Recognition Disconnects: Feeling that teaching excellence and student mentoring are undervalued compared to research
- Communication Silos: Limited awareness of institutional decisions that affect their work
- Technology Adaptation: Pressure to master evolving educational technologies without adequate support
For Administrative Staff
- Career Progression Limitations: Unclear advancement pathways within departments
- Resource Constraints: Expected to maintain service levels despite budget reductions
- Cross-Departmental Friction: Challenges navigating complex institutional structures
- Voice and Representation: Feeling excluded from important institutional decisions
- Value Recognition: Perceptions that their contributions are less valued than academic roles
For Leadership and Department Heads
- Competing Priorities: Balancing departmental advocacy with institutional requirements
- Change Management Challenges: Implementing initiatives with limited resources
- Communication Barriers: Difficulties cascading information through multiple organizational layers
- Performance Management Complexities: Navigating tenure protections while addressing performance issues
- Budget Constraints: Managing expectations amid financial limitations
Identifying these pain points through journey mapping allows institutions to develop targeted interventions rather than generic engagement programs.
How to Create an Effective Employee Experience Journey Map
Step 1: Assemble the Right Team
A successful journey mapping initiative requires diverse perspectives:
- Core Team: HR professionals, organizational development specialists, and internal communications experts
- Stakeholder Representatives: Faculty from various ranks, administrative staff from different departments, and leadership
- Facilitators: Experienced journey mapping practitioners (internal or external)
Aim for representation across academic and administrative departments, career stages, employment types, campus locations, and demographic diversity2.
Step 2: Define Your Objectives and Scope
Clarity of purpose is critical for effective journey mapping:
- Specify the primary goals (e.g., improving retention, enhancing onboarding)
- Determine which employee segments to focus on initially
- Define the journey timeframe (pre-hire to post-employment, or specific stages)
- Identify the depth of analysis needed for each journey stage
- Establish how findings will inform action plans
Step 3: Gather Employee Experience Data
Combine quantitative and qualitative data sources:
- Interviews: One-on-one conversations with employees across segments
- Focus Groups: Facilitated discussions with 6-8 employees sharing similar roles
- Surveys: Targeted questionnaires about specific journey stages
- Existing Data: Analysis of turnover statistics, engagement surveys, and exit interviews
- Observation: Shadowing employees to understand daily experiences
- Process Mapping: Documenting current workflows and procedures
For higher education settings, consider academic calendar timing when gathering data to capture seasonal variations in experience.
Step 4: Create Your Journey Map Visualization
Effective journey maps include several key components:
- Employee Stages: The major phases of the employee lifecycle
- Touchpoints: Key interactions with people, systems, and processes
- Emotions: How employees feel during different experiences
- Pain Points: Frustrations, challenges, and friction areas
- Opportunities: Potential improvements and innovation possibilities
- Channels: Communication methods and platforms used
- Responsible Departments: Who “owns” each touchpoint
Our downloadable template provides a structured format for capturing these elements specifically for higher education contexts.
Step 5: Analyze Findings and Identify Priorities
Once your map is created:
- Look for patterns in emotional highs and lows
- Identify critical pain points with the largest impact
- Find disconnects between departments or processes
- Compare experiences across different employee segments
- Prioritize opportunities based on impact and feasibility
Step 6: Develop and Implement Action Plans
Transform insights into tangible improvements:
- Create cross-functional teams to address systemic issues
- Develop quick wins to demonstrate commitment to improvement
- Design longer-term initiatives for complex challenges
- Establish clear ownership and timelines for implementation
- Secure necessary resources and leadership support
- Communicate plans and progress to the broader community
Step 7: Measure Impact and Iterate
Journey mapping is an ongoing process, not a one-time project:
- Establish baseline metrics before implementing changes
- Track progress through both quantitative and qualitative measures
- Gather feedback on implemented improvements
- Update your journey map as the experience evolves
- Share successes and learnings across the institution
“Employee journey mapping is not just a buzzword; it is a strategic tool that can transform the internal customer experience. By focusing on the holistic journey of employees, organisations can create a work environment that not only meets but exceeds employee expectations.”
Majella Doyle, Director at aslanconnect
Measuring Success: KPIs for Employee Experience
To demonstrate the impact of your journey mapping initiatives, establish clear metrics aligned with institutional priorities:
Retention and Turnover Metrics
- Overall turnover rate compared to sector benchmarks
- First-year retention rates for new hires
- Voluntary vs. involuntary departures
- Department-specific retention patterns
Engagement Indicators
- Employee engagement survey scores
- Participation in optional programs and events
- Internal communications engagement rates
- Collaboration across departments
Productivity Measures
- Research outputs and grant acquisitions
- Teaching effectiveness ratings
- Administrative process efficiency
- Project completion rates
Recruitment and Employer Brand Metrics
- Time-to-fill open positions
- Candidate quality and acceptance rates
- Employer review ratings
- Referral rates from current employees
Tracking these metrics over time demonstrates both immediate wins and long-term strategic value from your employee experience initiatives.
Practical Takeaways for Implementation
Start Small, Scale Strategically
Rather than attempting to map every employee segment simultaneously:
- Begin with a specific department experiencing significant challenges
- Create a pilot journey map with detailed analysis
- Implement targeted improvements based on findings
- Document successes and lessons learned
- Expand methodology to additional departments2
Leverage Technology Effectively
Digital tools can enhance both journey mapping and experience improvement:
- Communication Platforms: Ensure consistent information sharing across departments
- Feedback Systems: Gather real-time input on employee experiences
- Workflow Automation: Reduce administrative burden on faculty and staff
- Self-Service Portals: Simplify access to resources and information
- Analytics Dashboards: Monitor experience metrics and intervention impacts
Cerkl’s internal communications platform specifically addresses many of these needs, helping higher education institutions create personalized, engaging employee communications that reach the right people at the right time.
Create Governance Structures
Sustainable employee experience improvement requires ongoing attention:
- Establish an Employee Experience Council with cross-functional representation
- Designate Experience Champions within departments
- Create regular review cycles for journey map updates
- Align journey mapping with strategic planning processes
- Build experience considerations into policy development
Connect with Institutional Culture and Values
Effective journey mapping reflects your institution’s unique character:
- Frame initiatives in terms of institutional mission and values
- Acknowledge the distinctive culture of higher education
- Respect academic traditions while embracing necessary evolution
- Recognize different subcultures across schools and departments
- Balance standardization with appropriate customization
Transforming Higher Education Through Employee Experience
In an era of unprecedented challenges for higher education, employee experience has emerged as a critical factor in institutional resilience and success. Faculty and staff who feel valued, supported, and engaged become powerful ambassadors for your institution and partners in achieving strategic goals.
Journey mapping provides a structured methodology to understand, visualize, and improve the employee experience across the complex ecosystem of higher education. By mapping the journey from recruitment through retirement, institutions can identify strategic opportunities to enhance engagement, improve retention, and build a workplace culture that attracts and develops exceptional talent.
The benefits extend beyond employee satisfaction to directly impact student success, research productivity, operational efficiency, and financial sustainability. In short, when your employees thrive, your institution thrives.
What’s Next
Don’t let valuable insights about your employee experience remain undiscovered. Take the first step toward creating an exceptional workplace culture with our Employee Experience Journey Mapping Template, specifically designed for higher education institutions.
This ready-to-use template will help you:
- Visualize the complete employee journey across all stages
- Identify pain points specific to academic settings
- Develop actionable strategies aligned with your institutional goals
- Create measurement frameworks to track progress
- Generate buy-in through effective visualization
Download our free Employee Experience Journey Mapping Template and start transforming your employee experience today.
FAQ
Higher education faces unique challenges like high faculty turnover, complex academic cycles, and competing priorities for staff. Journey mapping helps institutions address these issues by identifying pain points, improving retention, and aligning employee experiences with institutional goals like student success and research excellence.
Cerkl’s platform enhances journey mapping by enabling targeted, personalized internal communications. Features like automated workflows, analytics dashboards, and real-time feedback tools help institutions address pain points identified during mapping, such as communication silos or resource gaps.
Track retention rates, engagement survey scores, productivity metrics (e.g., research output), and feedback on implemented improvements. Align KPIs with institutional priorities like student success or financial sustainability.
