Head of Learning Experience
Location: Remote (EMEA)
Sector: Education / EdTech | Type: Full time, Permanent
A globally minded education technology company is looking for an experienced and strategic leader to take on the role of Head of Learning Experience. This is a senior leadership opportunity for someone with a deep interest in education, careers, and operational excellence, who can align day-to-day service with long-term strategic goals.
You will be responsible for delivering consistently high-quality learner experience, building scalable systems, and embedding a culture of high performance. The role sits at the intersection of learner experience, service automation, careers, and customer success, with a clear mandate to transform strategy into impact.
Key Areas of Responsibility
Learner Success and Operative Excellence
- Lead the implementation of frameworks that support quality outcomes at scale
- Manage the growth and evolution of learner-facing operations across multiple digital programmes
- Ensure learners receive strong and consistent support through success management, facilitation, and coaching aligned with career outcomes
Automation & Data Intelligence
- Develop and implement automation initiatives to ensure at least 80 percent coverage of repeatable tasks
- Use data and insights to drive strategic and operational improvements and proactively manage risk
- Lead ambitious targets, OKRs and KPI across the learner journey including retention, satisfaction, cost to serve, and career outcomes
- Lead with a data first mindset, taking ownership for data compilation, reporting and cascades for strategic decision making across the portfolio.
Service Excellence and Experience Design
- Oversee the quality and consistency of service across multiple teams, products and partners
- Maintain high service levels while introducing improvements based on feedback from learners and partners
- Identify and resolve operational gaps across the learner journey championing targeted actions for continuous improvement
Team Leadership and Development
- Build and lead a growing departmental team
- Set the tone for a high-performing, collaborative, and learner-focused culture
- Provide mentorship and develop clear career pathways within the team
Cross-functional and External Collaboration
- Collaborate closely with product and cross functional teams to ensure efforts align with broader organisational goals
- Represent departmental operations in external partner conversations and scaling efforts
- Use insights from learner experience to influence product development
Why This Role Stands Out
This role offers a rare opportunity to influence the learner experience on a global scale. You will help build and lead a strategic function that connects purpose, performance, and product, creating a long-term, positive impact on thousands of learners and their careers.
Requirements
What We Are Looking For
- A proven track record in leading learner or customer success teams, ideally in EdTech, SaaS, or a fast-growth environment
- Deep experience building or scaling systems, operations, and automation for teams
- Strong data fluency and the ability to drive decisions using metrics and feedback
- Excellent communication skills, with the ability to shift between strategic and operational conversations
- Experience developing talent and fostering a high-performance culture
- Comfort with ambiguity and a hands-on, solutions-oriented approach