Customer / Learner Insights Analyst - Digital Learning

Rs Consult; Cape Town; On-site; ZAR 650 000 - 850 000; Full time

Job summary

A dynamic consultancy firm is seeking a CX & Insights Specialist in Cape Town to enhance the learner experience within their digital learning programmes. This position requires using data to drive strategic improvements, ensuring learner satisfaction and success through effective process design and collaboration. The ideal candidate is analytical and passionate about creating impactful learning environments. This role offers full-time employment and targets individuals with mid-senior level experience in customer experience design.

Qualifications

• 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 and insights.

Responsibilities

• Own and optimise the learner journey across onboarding and completion.
• Design and implement scalable improvements that increase satisfaction and progression.
• Monitor key metrics across satisfaction and learner sentiment.

Skills

Improving customer journeys with data

Designing process improvements

Strong analytical skills

Experience in CX design

Fluency in cross-functional collaboration

Job description

CX & Insights Specialist - Digital Learning

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

Reports to: Manager of Student Success

Position Level: Mid

Positions available: 1

What You’ll Do

• Use data to drive decisions and processes.
• Champion learner outcomes, satisfaction, and metrics.
• Drive innovation and operational excellence in new programme launches.
• Own and optimise the learner (customer) journey: refine the journey across onboarding, orientation, programme milestones, and completion.
• 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 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.

Requirements

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.

Nice‑to‑Haves

• 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.

Who You Are

A systems thinker who’s always asking: “How can this be improved?” 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.

Additional Details

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Customer Service

Industries: IT Services and IT Consulting