Experienced Customer Journey Optimisation Specialist - Digital Learning at blithequark

Are you a customer experience expert with a passion for driving meaningful improvements in digital learning? Do you thrive in a fast-paced, collaborative environment where you can leverage data and insights to inform your decisions? If so, we invite you to join blithequark as an Experienced Customer Journey Optimisation Specialist - Digital Learning. In this pivotal role, you will lead the end-to-end customer journey across Career Accelerator programmes, using data, insight, and smart service design to drive satisfaction, retention, and success for learners. Your expertise will be instrumental in designing and implementing scalable improvements to systems, messaging, and support experiences, ultimately enhancing the overall customer experience.

About blithequark

blithequark is a leading innovator in the digital learning space, dedicated to empowering individuals and organisations to reach their full potential. Our mission is to create a world where everyone has access to the knowledge, skills, and support needed to succeed. We believe that by putting the customer at the heart of everything we do, we can drive meaningful outcomes and make a lasting impact.

Key Responsibilities

As an Experienced Customer Journey Optimisation Specialist - Digital Learning, you will be responsible for:

• Leading the end-to-end customer journey across Career Accelerator programmes, using data, insight, and smart service design to drive satisfaction, retention, and success for learners
• Identifying what drives satisfaction, retention, and success for learners, and designing and implementing scalable improvements to systems, messaging, and support experiences
• Collaborating with cross-functional teams, including Product, Success, and Operations, to drive customer-centric decision-making
• Developing and maintaining a deep understanding of customer needs, preferences, and pain points, and using this insight to inform product and service development
• Designing and implementing experiments and A/B testing to measure the impact of changes on customer journeys and outcomes
• Developing and maintaining dashboards and reports to track key customer journey metrics and inform decision-making
• Providing expert guidance and support to internal stakeholders on customer experience best practices and design thinking methodologies

Requirements

To succeed in this role, you will need:

• Experience improving customer or user journeys using feedback and data
• Demonstrated ability to design or optimise operational processes or services
• Comfortable with data: surveys, dashboards, conversion funnels, sentiment analysis
• Background in customer experience (CX), customer operations, service design, or strategy roles
• Experience working cross-functionally with product, delivery, or tech teams
• Strong analytical and problem-solving skills, with the ability to interpret complex data and develop actionable recommendations
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels
• Experience with design thinking methodologies and customer journey mapping
• Strong project management skills, with the ability to prioritise tasks and manage multiple projects simultaneously

Benefits

As an Experienced Customer Journey Optimisation Specialist - Digital Learning at blithequark, you can expect:

• Opportunity to make a meaningful impact on customer journeys and outcomes
• Collaborative work environment across Product, Success, and Operations teams
• Chance to work with a customer-first, outcomes-led approach
• Opportunity to work with a talented team of experts in digital learning and customer experience
• Professional development and growth opportunities, including training and mentorship
• Flexible working arrangements, including remote work options
• Access to a comprehensive benefits package, including health insurance, retirement savings, and paid time off

What We Offer

At blithequark, we are committed to creating a workplace that is inclusive, diverse, and supportive. We believe that by fostering a culture of collaboration, innovation, and continuous learning, we can drive meaningful outcomes and make a lasting impact. As an Experienced Customer Journey Optimisation Specialist - Digital Learning, you will be part of a dynamic team that is passionate about customer experience and dedicated to delivering exceptional results.

How to Apply

If you are a motivated and experienced customer experience professional looking for a new challenge, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We look forward to hearing from you!

Equal Opportunities Employer

blithequark is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve. Apply for this job