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For Companies At a Glance
- Tasks: Optimise the learner journey using data insights to enhance satisfaction and completion rates.
- Company: Join a dynamic team focused on transforming digital learning experiences.
- Benefits: Enjoy a full-time role with opportunities for growth and collaboration across teams.
- Why this job: Make a real impact on learners' success while working in a fast-paced, innovative environment.
- Qualifications: Data-driven mindset with experience in customer experience or operational improvements required.
- Other info: This role is not suitable for those from L&D, HR, Learning Design, or UX/UI backgrounds.
The predicted salary is between 28800 - 43200 £ per year.
Customer Success Insights Specialist – Digital Learning
Customer Success Insights Specialist – Digital Learning
3 weeks ago Be among the first 25 applicants
Location/Timezone: UK, Europe, South Africa
Start Date: September 2025
Reports to: Manager of SX Team
Positions Available: 1
Your Mission
We\’re looking for a data-fluent CX specialist to help us optimise and scale the end-to-end learner experience across our Career Accelerator programmes.
This role sits at the intersection of data analytics, customer experience, and operational optimisation. You\’ll use insights to uncover pain points, test solutions, and implement improvements that directly impact learner progression, satisfaction (CSAT), and completion.
This is not a research, design, or delivery support role. It\’s about building repeatable systems and driving measurable improvements through evidence-led decision-making.
You\’ll work closely with Product, Delivery, and Success teams to drive outcomes that are intentional, trackable, and scalable.
What Your Day To Day Will Look Like
Own and Optimise the Learner (Customer) Journey
- Audit onboarding, orientation, and milestone touchpoints to find and fix friction points.
- Implement scalable changes to improve learner confidence, satisfaction, and completion.
- Ensure interventions align with our \”Careers First\” value proposition.
Use Data to Drive Decisions and Processes
- Monitor, analyse, and report on key learner metrics (CSAT, progression, engagement, recommencement).
- Build dashboards and reports to inform decision-making at all levels.
- Interpret behavioural and sentiment data to identify trends, risks, and opportunities.
- Translate insights into targeted interventions, process improvements, and system enhancements.
Champion Learner Outcomes, Satisfaction, and Metrics
- Own Success-related OKRs and KPIs, ensuring we hit our benchmarks across progression, CSAT, and completion.
- Report on learner performance and CX effectiveness to senior stakeholders.
- Partner with internal teams to align support models and delivery experiences.
Support New Programme Launches
- Design the learner support experience for new launches, using past insights to reduce friction.
- Build feedback loops and early-warning systems to surface learner challenges fast.
- Create playbooks and templates for scaling success across future cohorts
Requirements
What you\’ll need to succeed
Must-Have Skills And Experience
- Proven experience using data to identify, prioritise, and implement CX or operational improvements
- Strong analytical skills and fluency with dashboards, survey data, and behavioural metrics
- Demonstrated ability to translate insights into measurable actions
- Experience working cross-functionally with teams like Product, Ops, or Strategy
- Comfortable owning KPIs and reporting on performance to leadership
Nice-to-Haves
- Experience in digital education, bootcamps, L&D, or a fast-paced start-up or scale-up
- Familiarity with metrics like CSAT, NPS, recommencement, or learner engagement
- Hands-on experience with customer journey optimisation tools or survey platforms
- Experience scaling processes in a high-growth, high-change environment
Who you are
- Data-driven – You don\’t just surface problems; you use evidence to fix them.
- Outcome-oriented – You focus on what works, not just what\’s been done before.
- Process-focused – You\’re motivated by building scalable systems that improve the customer experience.
- Collaborative – You love working across teams to improve what learners experience day-to-day.
- Proactive – You see what\’s coming and solve it before it becomes a problem.
Please note:
This role is not suitable for applicants coming from an L&D, HR, Learning Design, or UX/UI background.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service
-
Industries
IT Services and IT Consulting
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Customer Success Insights Specialist - Digital Learning employer: RS Consult
Contact Detail:
RS Consult Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Insights Specialist - Digital Learning
✨Tip Number 1
Familiarise yourself with key metrics like CSAT and NPS, as these are crucial for the role. Understanding how to interpret these metrics will help you demonstrate your data fluency during discussions.
✨Tip Number 2
Showcase your experience in cross-functional collaboration. Be ready to discuss specific examples of how you've worked with teams like Product or Ops to drive customer experience improvements.
✨Tip Number 3
Prepare to talk about your approach to building scalable systems. Think of instances where you've implemented processes that improved customer journeys and be ready to share those insights.
✨Tip Number 4
Highlight your proactive problem-solving skills. Be prepared to discuss how you've identified potential issues before they escalated and the steps you took to address them effectively.
We think you need these skills to ace Customer Success Insights Specialist - Digital Learning
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your data analytics skills and experience in customer experience optimisation. Use specific examples that demonstrate how you've used data to drive improvements in previous roles.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about enhancing the learner experience. Mention your familiarity with metrics like CSAT and how you plan to use data to inform decision-making in this role.
Showcase Relevant Experience: When detailing your work history, focus on roles where you've collaborated cross-functionally or implemented scalable systems. Highlight any experience with customer journey optimisation tools or survey platforms.
Demonstrate Your Data Fluency: Include specific instances where you've monitored, analysed, and reported on key metrics. This could involve discussing dashboards you've built or insights you've translated into actionable strategies.
How to prepare for a job interview at RS Consult
✨Show Your Data Fluency
Be prepared to discuss your experience with data analytics. Highlight specific examples where you've used data to identify issues and implement improvements in customer experience.
✨Demonstrate Cross-Functional Collaboration
Since this role involves working closely with various teams, share instances where you've successfully collaborated with product, operations, or strategy teams to drive outcomes.
✨Prepare for KPI Discussions
Understand the key performance indicators relevant to the role, such as CSAT and learner engagement. Be ready to explain how you have owned and reported on these metrics in previous roles.
✨Emphasise Your Proactive Approach
Illustrate your proactive mindset by discussing how you've anticipated challenges and implemented solutions before they became significant issues. This aligns well with the company's focus on improving learner experiences.
