CX & Insights Specialist - Digital Learning

Location: UK, Europe, South Africa
Start Date: August 2025
Reports to: Manager of Student Success

Position Level: Mid
Positions available: 1

🎯 Your Mission

As our CX & Insights Specialist – Digital Learning, 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 design 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, content, and support journeys.

You’ll collaborate across Product, 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

1. Own and Optimise the Careers-First Learner Journey

• Map and refine the learner journey across onboarding, orientation, programme milestones, and completion
• Identify pain points and opportunities through qualitative and quantitative data
• Design and implement scalable improvements that increase progression, satisfaction (CSAT), and completion
• Ensure every learner interaction reflects FourthRev’s commitment to careers-first, outcomes-driven learning
  
  

2. Use Data to Drive Decisions and Processes

• Monitor key metrics across CSAT, progression, engagement, and learner sentiment
• Work with our Delivery teams to extract insights and create dashboards or feedback loops
• Translate insights into clear, actionable improvements to learner communications, systems, or processes
• Build processes that are lean, repeatable, and responsive to learner needs
• Collaborate with Product and Programme teams to ensure alignment between delivery models and support experience
  
  

3. Support New Programme Launches and Pilots

• Design and test learner journey strategies for new audiences, delivery models, or pilot programmes
• Shape launch-readiness plans from the learner experience perspective
• Build mechanisms for early feedback, rapid iteration, and learner voice integration
  
  

Requirements

🧠 What You’ll Bring

Must-Have Skills and Experience

• Demonstrated experience improving customer, user, or learner journeys using data
• Proven ability to design and implement process or service improvements that drive measurable outcomes
• Strong analytical skills — comfortable working with surveys, dashboards, funnels, and behavioural data
• Experience in a role focused on customer/learner experience, CX design, programme operations, or strategy/insights
• Fluency in working cross-functionally with Product, Delivery, Ops teams
  
  

Nice-to-Haves

• Experience in digital education, bootcamps, L&D, or a fast-paced start-up or scale-up
• Understanding of learner engagement and progression metrics (CSAT, NPS, completion, etc.)
• Experience launching or scaling new programmes, services, or customer segments
• Exposure to customer journey mapping tools, survey design, or CX frameworks
• A background in behavioural science, service design, or human-centred design thinking
  
  

🌟 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 evidence
• Passionate about learner or customer success — but not in a reactive support sense
• Outcome-oriented and energised by fixing broken systems or ambiguous journeys
• Curious, data-literate, and motivated by real-world impact