At a Glance
- Tasks: Own and optimise the learner experience using data and strategic thinking.
- Company: Join FourthRev, a leader in digital education and career acceleration.
- Benefits: Enjoy flexible working options and a collaborative culture.
- Other info: This is a strategic role with no team management responsibilities.
- Why this job: Make a real impact on learner success and satisfaction while driving innovation.
- Qualifications: Experience in customer experience design and strong analytical skills required.
The predicted salary is between 30000 - 45000 £ per year.
CX & Insights Specialist - Digital Learning
CX & Insights Specialist - Digital Learning
1 week ago Be among the first 25 applicants
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 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 2. Use Data to Drive Decisions and Processes 3. Champion Learner Outcomes, Satisfaction, and Metrics 4. Drive Innovation and Operational Excellence in New Programme Launches
- 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
- 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
- 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.
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
- 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
- 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
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Customer ServiceIndustries
IT Services and IT Consulting
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#J-18808-LjbffrCX & Insights Specialist - Digital Learning in London employer: RS Consult
FourthRev is an exceptional employer that prioritises the growth and success of its employees while fostering a collaborative and innovative work culture. As a CX & Insights Specialist, you will have the opportunity to drive meaningful change in the learner experience, supported by a commitment to data-driven decision-making and continuous improvement. With a focus on professional development and a dynamic environment in the heart of London, FourthRev empowers its team members to thrive and make a real impact in the digital education landscape.
StudySmarter Expert Advice🤫
We think this is how you could land CX & Insights Specialist - Digital Learning in London
✨Tip Number 1
Familiarise yourself with customer experience (CX) frameworks and methodologies. Understanding these concepts will help you articulate how you can improve learner journeys effectively during interviews.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've used data to drive decisions in previous roles. Be ready to discuss specific metrics you've improved and the impact of those changes.
✨Tip Number 3
Network with professionals in digital education and customer experience sectors. Engaging with industry peers can provide insights into current trends and challenges, which you can reference in your discussions with us.
✨Tip Number 4
Prepare to discuss your experience with cross-functional collaboration. Highlight instances where you've worked with product, delivery, or operations teams to enhance learner experiences, as this is crucial for the role.
We think you need these skills to ace CX & Insights Specialist - Digital Learning in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer experience, data analysis, and digital education. Use keywords from the job description to demonstrate that you understand the role and its requirements.
Craft a Compelling Cover Letter:In your cover letter, explain why you're passionate about improving learner experiences. Share specific examples of how you've used data to drive decisions in previous roles, and how that aligns with FourthRev's mission.
Showcase Analytical Skills:Provide concrete examples of your analytical skills in your application. Mention any tools or methodologies you've used to analyse customer journeys or improve processes, as this is crucial for the role.
Highlight Cross-Functional Collaboration:Emphasise your experience working with cross-functional teams. Describe situations where you've collaborated with product, delivery, or operations teams to enhance customer experiences, as this is a key aspect of the position.
How to prepare for a job interview at RS Consult
✨Showcase Your Data Skills
As a CX & Insights Specialist, you'll be using data to drive decisions. Be prepared to discuss your experience with data analysis, including specific tools and methodologies you've used to improve customer journeys.
✨Demonstrate Your Strategic Thinking
This role requires a strategic mindset. Think about examples where you've identified pain points in a customer journey and implemented changes that led to measurable improvements. Be ready to share these insights during the interview.
✨Highlight Cross-Functional Collaboration
Collaboration is key in this position. Prepare to talk about your experience working with different teams, such as Product and Operations, and how you ensured alignment in your projects. Specific examples will help illustrate your ability to work cross-functionally.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of situations where you've had to design interventions based on learner feedback or data insights, and be ready to explain your thought process and outcomes.
