Customer / Learner Insights Analyst - Digital Learning

CX & Insights Specialist - Digital Learning 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. Location: UK, Europe, South Africa Start Date: August Reports to: Manager of Student Success Position Level: Mid Positions available: 1 What You’ll Do Use data to drive decisions and processes. Champion learner outcomes, satisfaction, and metrics. Drive innovation and operational excellence in new programme launches. Own and optimise the learner (customer) journey: refine the 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. Monitor key metrics across CSAT, progression, engagement, and learner sentiment. Work with 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. 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. 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 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?” 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. Additional Details Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Customer Service Industries: IT Services and IT Consulting #J-18808-Ljbffr