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Programme Experience Specialist - Digital Learning Insights - Remote

Posted 4 days ago
Customer Service
Full Time
London, United Kingdom

Overview

As a Programme Experience Specialist, your mission is to improve and scale the digital learning journey across FourthRev’s Career Accelerator programmes by turning customer (learner) data into actionable insights and streamlining the learner experience.

In Short

  • Monitor the full learner experience across onboarding, course delivery, and wrap-up
  • Use customer feedback, engagement data, and usage trends to pinpoint where journeys succeed or stall
  • Collaborate with the Student Success, Product, and Operations teams to implement fixes and enhancements
  • Help shape automated workflows, timely interventions, and helpful resources that keep learners progressing
  • Track key performance indicators such as CSAT, NPS, engagement, and sentiment
  • Identify emerging trends from surveys, platform usage, and queries
  • Build dashboards, reports, and feedback loops to keep the wider team aligned
  • Recommend process tweaks or content improvements based on insight and learner behaviour
  • Help test and roll out new learner journey flows for pilot projects and new launches
  • Ensure new processes and experiences are consistent, efficient, and reflect best practice in customer experience

Requirements

  • Background in customer service operations, CX analytics, or process improvement
  • Passion for improving digital experiences
  • Ability to use data to drive decisions

Benefits

  • Opportunity to work in a dynamic environment
  • Collaborative team culture
  • Impactful role in shaping learner experiences

R.C

RS Consult

RS Consult is a dynamic player in the EdTech sector, dedicated to fostering a global coaching community that empowers learners at various stages of their career journeys. The company focuses on providing exceptional career coaching experiences, equipping digital talent with essential skills and tools to advance their careers. By collaborating with internationally recognized universities and institutions, RS Consult aims to help individuals achieve their career goals through innovative coaching methods, including one-to-one, group, and team coaching sessions. With a commitment to continuous professional development and a strong emphasis on building industry networks, RS Consult is poised to make a significant impact in the career development landscape.

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