Customer Success Insights Specialist - Digital Learning

Customer Success Insights Specialist - Digital Learning

3 weeks ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.Location/Timezone:

UK, Europe, South Africa

Start Date:

September 2025

Reports to:

Manager of SX Team

Positions Available:

1

Your Mission

We''re looking for a data-fluent CX specialist to help us optimise and scale the end-to-end learner experience across our Career Accelerator programmes.

This role sits at the intersection of data analytics, customer experience, and operational optimisation. You''ll use insights to uncover pain points, test solutions, and implement improvements that directly impact learner progression, satisfaction (CSAT), and completion.

This is not a research, design, or delivery support role. It''s about building repeatable systems and driving measurable improvements through evidence-led decision-making.

You''ll work closely with Product, Delivery, and Success teams to drive outcomes that are intentional, trackable, and scalable.

What Your Day To Day Will Look Like

Own and Optimise the Learner (Customer) Journey

Audit onboarding, orientation, and milestone touchpoints to find and fix friction points.Implement scalable changes to improve learner confidence, satisfaction, and completion.Ensure interventions align with our "Careers First" value proposition.

Use Data to Drive Decisions and Processes

Monitor, analyse, and report on key learner metrics (CSAT, progression, engagement, recommencement).Build dashboards and reports to inform decision-making at all levels.Interpret behavioural and sentiment data to identify trends, risks, and opportunities.Translate insights into targeted interventions, process improvements, and system enhancements.

Champion Learner Outcomes, Satisfaction, and Metrics

Own Success-related OKRs and KPIs, ensuring we hit our benchmarks across progression, CSAT, and completion.Report on learner performance and CX effectiveness to senior stakeholders.Partner with internal teams to align support models and delivery experiences.

Support New Programme Launches

Design the learner support experience for new launches, using past insights to reduce friction.Build feedback loops and early-warning systems to surface learner challenges fast.Create playbooks and templates for scaling success across future cohorts

Requirements

What you''ll need to succeed

Must-Have Skills And Experience

Proven experience using data to identify, prioritise, and implement CX or operational improvementsStrong analytical skills and fluency with dashboards, survey data, and behavioural metricsDemonstrated ability to translate insights into measurable actionsExperience working cross-functionally with teams like Product, Ops, or StrategyComfortable owning KPIs and reporting on performance to leadership

Nice-to-Haves

Experience in digital education, bootcamps, LandD, or a fast-paced start-up or scale-upFamiliarity with metrics like CSAT, NPS, recommencement, or learner engagementHands-on experience with customer journey optimisation tools or survey platformsExperience scaling processes in a high-growth, high-change environment

Who you are

Data-driven - You don''t just surface problems; you use evidence to fix them.Outcome-oriented - You focus on what works, not just what''s been done before.Process-focused - You''re motivated by building scalable systems that improve the customer experience.Collaborative - You love working across teams to improve what learners experience day-to-day.Proactive - You see what''s coming and solve it before it becomes a problem.

Please note:

This role is

not suitable

for applicants coming from an

LandD, HR, Learning Design, or UX/UI

background.Seniority level

Seniority level Mid-Senior levelEmployment type

Employment type Full-timeJob function

Job function Customer ServiceIndustries IT Services and IT ConsultingReferrals increase your chances of interviewing at RS Consult by 2xSign in to set job alerts for “Customer Success Specialist” roles.

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