Customer Journey Optimisation 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 Customer Journey Optimisation Specialist, your mission is to lead and optimise the full end-to-end customer journey across FourthRev’s Career Accelerator programmes — using data, insight, and smart service design.

You’ll identify what drives satisfaction, retention, and success for our learners (our customers), then design and implement scalable improvements to our systems, messaging, and support experience.

This role is ideal for someone with a background in customer experience, customer operations, or service design who thrives on improving journeys, solving pain points, and making digital experiences more seamless and impactful.

You’ll collaborate with teams across Product, Success, and Operations to ensure every learner touchpoint is intentional, trackable, and driving results.

This is a strategic, non-people-manager role focused on elevating customer outcomes through process design, customer data, and operational improvements — not direct support or day-to-day service delivery.

💼 What You’ll Do

1. Own and Improve the Learner (Customer) Journey

• Map the full lifecycle: onboarding, engagement, progress, and completion
• Spot friction points using customer feedback, data, and behaviour
• Build and roll out scalable solutions that drive retention, satisfaction (CSAT), and completion
• Ensure each touchpoint reflects FourthRev’s customer-first, outcomes-led approach

2. Use Customer Data to Drive Smart Decisions

• Track KPIs like CSAT, retention, engagement, and feedback sentiment
• Partner with Ops and Product teams to gather insights and build feedback loops
• Turn data into improvements in communication, systems, and customer flow
• Build efficient, repeatable processes that respond to customer needs

3. Support New Programmes & Rollouts

• Shape the customer experience for new audiences or product launches
• Build customer-ready processes from day one
• Create mechanisms for fast feedback, quick wins, and continuous improvement

Requirements

🧠 What You’ll Bring

Must-Haves

• Experience improving customer or user journeys using feedback and data
• Demonstrated ability to design or optimise operational processes or services
• Comfortable with data: surveys, dashboards, conversion funnels, sentiment analysis
• Background in customer experience (CX), customer operations, service design, or strategy roles
• Experience working cross-functionally with product, delivery, or tech teams

Nice-to-Haves

• Experience in tech, online services, L&D, digital products, or SaaS
• Familiarity with CX metrics (CSAT, NPS, churn, etc.)
• Worked on launching new products or service offering
  
  
• Exposure to customer journey mapping tools or design thinking
• Bonus: Knowledge of behavioural science, service blueprints, or UX/CX best practices

🌟 Who You Are

• A systems thinker who’s always asking: “Where’s the friction, and how do we fix it?”
• Self-driven and comfortable making data-led recommendations
• Passionate about customer success — not in a reactive support sense, but through creating better journeys and outcomes
• Energised by fixing broken systems and turning insights into action
• Analytical, curious, and motivated by real-world results