Experienced Customer Journey Optimisation Specialist for Digital Learning Programmes – Enhancing Learner Experience through Data-Driven Insights and Service Design Innovation

Introduction to blithequark At blithequark, we are passionate about revolutionizing the way learners engage with our Career Accelerator programmes. As a leader in digital learning, we recognize the importance of crafting a seamless and supportive customer journey that drives satisfaction, retention, and success. Our mission is to empower learners to achieve their full potential, and we are committed to making a meaningful impact on their educational outcomes. To achieve this, we are seeking an experienced Customer Journey Optimisation Specialist to join our team and lead the charge in optimizing the full end-to-end customer journey across our programmes. Job Overview As a Customer Journey Optimisation Specialist at blithequark, you will play a critical role in identifying areas of improvement and designing scalable solutions to enhance the learner experience. Using data, insight, and smart service design, you will analyze the customer journey and pinpoint what drives satisfaction, retention, and success for our learners. Your expertise will be instrumental in informing the development of our programmes, ensuring that they meet the evolving needs of our learners and stay ahead of the curve in the digital learning landscape. Key Responsibilities Lead the optimization of the full end-to-end customer journey across Career Accelerator programmes, leveraging data, insight, and smart service design to drive improvements Conduct thorough analysis of customer feedback, surveys, dashboards, conversion funnels, and sentiment analysis to identify areas of improvement and opportunities for growth Design and implement scalable improvements to systems, messaging, and support experience, ensuring that they are aligned with the needs and expectations of our learners Collaborate cross-functionally with product, delivery, and tech teams to ensure that customer journey optimizations are integrated into the development of our programmes Develop and maintain a deep understanding of our learners, their needs, and their pain points, using this insight to inform the development of customer-centric solutions Stay up-to-date with industry trends and best practices in customer experience, customer operations, service design, and strategy, applying this knowledge to drive innovation and excellence in our programmes Requirements Proven experience improving customer or user journeys using feedback and data, with a strong track record of delivering measurable results and driving business growth Demonstrated ability to design or optimize operational processes or services, with a focus on customer-centricity and scalability Comfortable working with data, including surveys, dashboards, conversion funnels, and sentiment analysis, with the ability to extract insights and inform decision-making Background in customer experience (CX), customer operations, service design, or strategy roles, with a deep understanding of the principles and practices that underpin these disciplines Experience working cross-functionally with product, delivery, or tech teams, with the ability to collaborate effectively and drive results in a fast-paced and dynamic environment Essential Qualifications To be successful in this role, you will need to possess a unique blend of skills, knowledge, and experience. You will be a strategic thinker, with the ability to analyze complex data sets and extract actionable insights. You will be a creative problem-solver, with a talent for designing innovative solutions that meet the needs of our learners. You will be a collaborative leader, with the ability to work effectively with cross-functional teams and drive results in a fast-paced and dynamic environment. Preferred Qualifications While not essential, the following qualifications will be highly regarded: Experience working in the education or digital learning sector, with a deep understanding of the challenges and opportunities that exist in this space Knowledge of design thinking principles and practices, with the ability to apply these to drive innovation and excellence in our programmes Experience working with agile methodologies, with the ability to adapt to changing priorities and drive results in a fast-paced and dynamic environment Strong communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels Skills and Competencies To be successful in this role, you will need to possess a range of skills and competencies, including: Strong analytical and problem-solving skills, with the ability to analyze complex data sets and extract actionable insights Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels Strong strategic thinking skills, with the ability to develop and implement effective strategies that drive business growth and improvement Ability to work effectively in a fast-paced and dynamic environment, with the ability to adapt to changing priorities and drive results Strong customer-centric mindset, with a deep understanding of the needs and expectations of our learners Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Journey Optimisation Specialist, you will have access to a range of career growth opportunities and learning benefits, including: Professional development opportunities, with the ability to develop new skills and knowledge in areas such as design thinking, agile methodologies, and data analysis Leadership development programs, with the ability to develop your leadership skills and take on new challenges Collaborative work environment, with the ability to work with cross-functional teams and drive results in a fast-paced and dynamic environment Opportunities for networking and knowledge-sharing, with the ability to connect with other professionals in the industry and stay up-to-date with the latest trends and best practices Work Environment and Company Culture At blithequark, we pride ourselves on our collaborative and dynamic work environment. Our company culture is built on a set of core values that include customer-centricity, innovation, and excellence. We believe in empowering our employees to take ownership of their work and drive results, and we provide a range of benefits and perks to support their well-being and success. These include: Flexible working arrangements, with the ability to work from home or adjust your schedule to meet your needs Comprehensive health and wellness program, with access to gym memberships, mental health support, and other benefits Recognition and reward programs, with the ability to earn bonuses and other incentives for outstanding performance Opportunities for socializing and team-building, with regular events and activities to connect with your colleagues and have fun Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package that includes a range of perks and benefits. These include: Competitive salary and bonus structure, with the ability to earn bonuses and other incentives for outstanding performance Comprehensive health and wellness program, with access to gym memberships, mental health support, and other benefits Recognition and reward programs, with the ability to earn bonuses and other incentives for outstanding performance Opportunities for professional development and growth, with access to training and development programs, leadership development opportunities, and other benefits Conclusion If you are a motivated and experienced customer journey optimization specialist looking to make a meaningful impact on the learner experience, we encourage you to apply for this exciting opportunity at blithequark. With your expertise and passion for delivering exceptional customer experiences, you will play a critical role in driving the success of our Career Accelerator programmes and empowering learners to achieve their full potential. Don't miss this chance to join our dynamic team and take your career to the next level – apply now to become a part of the blithequark community!