Head of Student Experience | Product Delivery and Ops specialist in Ed Tech

Head of Learning Experience
Location: Remote (EMEA)
Sector: Education / EdTech | Type: Full time, Permanent

A globally minded education technology company is looking for an experienced and strategic leader to take on the role of Head of Learning Experience. This is a senior leadership opportunity for someone with a deep interest in education, careers, and operational excellence, who can align day-to-day service with long-term strategic goals.

You will be responsible for delivering consistently high-quality learner experience, building scalable systems, and embedding a culture of high performance. The role sits at the intersection of learner experience, service automation, careers, and customer success, with a clear mandate to transform strategy into impact.

Key Areas of Responsibility

Learner Success and Operative Excellence

• Lead the implementation of frameworks that support quality outcomes at scale
• Manage the growth and evolution of learner-facing operations across multiple digital programmes
• Ensure learners receive strong and consistent support through success management, facilitation, and coaching aligned with career outcomes

Automation & Data Intelligence 

• Develop and implement automation initiatives to ensure at least 80 percent coverage of repeatable tasks
• Use data and insights to drive strategic and operational improvements and proactively manage risk
• Lead ambitious targets, OKRs and KPI across the learner journey including retention, satisfaction, cost to serve, and career outcomes
• Lead with a data first mindset, taking ownership for data compilation, reporting and cascades for strategic decision making across the portfolio.

Service Excellence and Experience Design

• Oversee the quality and consistency of service across multiple teams, products and partners
• Maintain high service levels while introducing improvements based on feedback from learners and partners
• Identify and resolve operational gaps across the learner journey championing targeted actions for continuous improvement
  
  

Team Leadership and Development

• Build and lead a growing departmental team
• Set the tone for a high-performing, collaborative, and learner-focused culture
• Provide mentorship and develop clear career pathways within the team
  
  

Cross-functional and External Collaboration

• Collaborate closely with product and cross functional teams to ensure efforts align with broader organisational goals
• Represent departmental operations in external partner conversations and scaling efforts
• Use insights from learner experience to influence product development
  
  

Why This Role Stands Out

This role offers a rare opportunity to influence the learner experience on a global scale. You will help build and lead a strategic function that connects purpose, performance, and product, creating a long-term, positive impact on thousands of learners and their careers.

Requirements

What We Are Looking For

• A proven track record in leading learner or customer success teams, ideally in EdTech, SaaS, or a fast-growth environment
• Deep experience building or scaling systems, operations, and automation for teams
• Strong data fluency and the ability to drive decisions using metrics and feedback
• Excellent communication skills, with the ability to shift between strategic and operational conversations
• Experience developing talent and fostering a high-performance culture
• Comfort with ambiguity and a hands-on, solutions-oriented approach