Job Description

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 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.


You'll focus on how customers (learners) interact with our programmes -- identifying patterns, pain points, and opportunities to boost engagement and success. Whether it's refining onboarding, reworking communications, or improving feedback systems, your work ensures every customer touchpoint is purposeful, smooth, and measurable.


This role is ideal for someone with a background in customer service operations, CX analytics, or process improvement who's passionate about improving digital experiences and thrives on using data to drive decisions.

What You'll Do

1. Analyse and Improve the Digital Customer Journey

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

2. Translate Data into Service Improvements

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

3. Support Operational Excellence and Innovation

Help test and roll out new learner journey flows for pilot projects and new launches Build templates, FAQs, and scalable support flows based on common customer needs
Ensure new processes and experiences are consistent, efficient, and reflect best practice in customer experience

Requirements

What You'll Bring

Must-Haves

Experience in customer success, CX, customer support operations, or service improvement roles Strong analytical mindset with experience working with surveys, dashboards, or behaviour data Ability to turn insight into action -- whether through improved messaging, better systems, or clearer processes Experience working cross-functionally with multiple teams (e.g., Product, Ops, Delivery) A passion for improving customer journeys, ideally in a digital or tech-enabled environment

Nice-to-Haves

Exposure to online services, digital platforms, L&D, SaaS, or bootcamp models Familiarity with CX metrics (CSAT, NPS, churn, etc.) Basic understanding of customer feedback frameworks or digital engagement strategies Bonus if you've worked in a fast-paced or start-up environment where customer insight drives evolution

Who You Are

Insight-driven and always curious about what the data is telling you Proactive, detailed, and motivated by improving customer experiences at scale Comfortable managing and presenting data to help others make better decisions Outcome-oriented -- you focus on what will actually improve the experience, not just track it * Thrive in ambiguity and enjoy refining messy or inconsistent journeys into clean, consistent flows