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 & 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
1. Own and Optimise the Learner (Customer) Journey
- Refine the learner journey across onboarding, orientation, programme milestones, and completion for both continuous improvement and new initiatives
- 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, create dashboards and drive data driven managerial decision making
- Translate insights into clear, actionable improvements for 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. Champion Learner Outcomes, Satisfaction, and Metrics
- Define and own student success OKRs and KPIs across retention, satisfaction, progression, and career outcomes.
- Lead the analysis of learner sentiment, survey results, engagement, and completion data, creating insights that shape interventions and enhancements.
- Regularly report on performance to leadership and cross-functional teams, driving accountability and iteration across the learner experience.
- Design and implement impactful interventions to address emerging learner needs, pain points, or blockers.
4. Drive Innovation and Operational Excellence in New Programme Launches
- Lead the student success strategy implementation for new programme launches, ensuring alignment with market positioning, learner personas, and delivery models.
- Collaborate with cross-functional teams as needed to ensure launch-readiness from a student success perspective.
- Build feedback loops to capture early learner experiences, identify friction points, and iterate support models rapidly.
- Create 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 data
- Proven ability to design and implement process or service improvements that drive measurable outcomes
- Strong analytical skills, comfortable working with data including surveys, dashboards, funnels, and behavioural insights
- 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
🌟 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, you focus on what will actually improve the experience, not just track it
- Curious, data-literate, and motivated by real-world impact
