CX and Insights Specialist - Digital Learning

CX and Insights Specialist - Digital Learning

1 week ago Be among the first 25 applicantsYour Mission

As a CX and Insights Specialist, your mission is to own, optimise, and scale the end-to-end customer (learner) experience across FourthRev''s Career Accelerator programmes, using data, insight, and strategic thinking.Location: UK, Europe, South Africa

Start Date: August 2025

Reports to: Manager of Student Success

Position Level: Mid

Positions available: 1

Your Mission

As a CX and Insights Specialist, your mission is to own, optimise, and scale the end-to-end customer (learner) experience across FourthRev''s Career Accelerator programmes, using data, insight, and strategic thinking.

This role is perfect for someone who thrives at the intersection of customer experience, digital education, and operational excellence. You will use data to identify what drives learner satisfaction, progression, and outcomes and then design and implement scalable improvements to our systems, processes, and support journeys.

You''ll collaborate across Product including Delivery, Student Success, and Operations to ensure every learner is not only supported but empowered, with experiences and touchpoints that are intentional, measurable, and impactful.

This role sits alongside two existing Lead Success Managers and will drive strategic innovation across new programmes, projects, and learner insights, helping the Success Team evolve and scale as we expand our Careers Accelerator portfolio.

This is not a support or delivery role with team management responsibilities. It''s a strategic, individual contributor position focused on improving the effectiveness and efficiency of our learner journey, using data and insights to design for success.

What You''ll Do

2. Use Data to Drive Decisions and Processes

3. Champion Learner Outcomes, Satisfaction, and Metrics

4. Drive Innovation and Operational Excellence in New Programme Launches

Own and Optimise the Learner (Customer) JourneyRefine the learner journey across onboarding, orientation, programme milestones, and completion for both continuous improvement and new initiativesIdentify pain points and opportunities through qualitative and quantitative dataDesign and implement scalable improvements that increase progression, satisfaction (CSAT), and completionEnsure every learner interaction reflects FourthRev''s commitment to careers-first, outcomes-driven learningMonitor key metrics across CSAT, progression, engagement, and learner sentimentWork with our Delivery teams to extract insights, create dashboards and drive data driven managerial decision makingTranslate insights into clear, actionable improvements for learner communications, systems, or processesBuild processes that are lean, repeatable, and responsive to learner needsCollaborate with Product and Programme teams to ensure alignment between delivery models and support experienceDefine and own student success OKRs and KPIs across retention, satisfaction, progression, and career outcomesLead the analysis of learner sentiment, survey results, engagement, and completion data, creating insights that shape interventions and enhancementsRegularly report on performance to leadership and cross-functional teams, driving accountability and iteration across the learner experienceDesign and implement impactful interventions to address emerging learner needs, pain points, or blockersLead the student success strategy implementation for new programme launches, ensuring alignment with market positioning, learner personas, and delivery modelsCollaborate with cross-functional teams as needed to ensure launch-readiness from a student success perspectiveBuild feedback loops to capture early learner experiences, identify friction points, and iterate support models rapidlyCreate scalable playbooks, templates, and support structures for future programme rollouts across markets and learner segments.

Requirements

What You''ll Bring

Must-Have Skills And Experience

Demonstrated experience improving customer, user, or learner journeys using dataProven ability to design and implement process or service improvements that drive measurable outcomesStrong analytical skills, comfortable working with data including surveys, dashboards, funnels, and behavioural insightsExperience in a role focused on customer/learner experience, CX design, programme operations, or strategy/insightsFluency in working cross-functionally with Product, Delivery, Ops teams

Nice-to-Haves

Experience in digital education, bootcamps, LandD, or a fast-paced start-up or scale-upUnderstanding of learner engagement and progression metrics (CSAT, NPS, completion, etc.)Experience launching or scaling new programmes, services, or customer segmentsExposure to customer journey mapping tools, survey design, or CX frameworks

Who You Are

A systems thinker who''s always asking: How can this be improved? What is this data telling us?Comfortable operating independently and making recommendations backed by evidencePassionate about learner or customer success, but not in a reactive support senseOutcome-oriented, you focus on what will actually improve the experience, not just track itCurious, data-literate, and motivated by real-world impact

Seniority level

Seniority level Mid-Senior levelEmployment type

Employment type Full-timeJob function

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