Customer Success Insights Specialist - Digital Learning Porto

Customer Success Insights Specialist - Digital Learning
Porto
Porto, Porto District, Portugal

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
- fluent CX specialist to help us optimise and scale the
-
- 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
- led
- 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.
  
  

• Monitor, analyse, and report on key learner metrics (CSAT, progression, engagement, recommencement).
• Build dashboards and reports to inform
  - 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.
  
  

• 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.
  
  

• Design the learner support experience for new launches, using past insights to reduce friction.
• Build feedback loops and
  - warning systems to surface learner challenges fast.
• Create playbooks and templates for scaling success across future cohorts
  
  

• 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
  - functionally with teams like Product, Ops, or Strategy
• Comfortable owning KPIs and reporting on performance to leadership
  
  

• Experience in digital education, bootcamps, L&D, or a
  - paced
  - up or
  - 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
  - growth,
  - change environment
  
  

• 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.
• Proactive - You see what's coming and solve it before it becomes a problem.