Senior Customer Experience Specialist - Lesson Experience
Core
Improve the end-to-end lesson journey for learners and tutors by analyzing feedback and operational data to identify friction points and drive cross-functional fixes.
Role type
Senior Customer Experience Specialist (Operations & Process Improvement)
Builds
Scalable customer care workflows, clear policies, and cross-functional fixes for scheduling, delivery, and lesson exceptions.
Domain
Ed-Tech / Online Language Learning
Deliverable
product features
Required skills
Operational workflow design, data analysis, stakeholder influence, BI tools (Looker), SQL, project management
Preferred skills
CX KPI management (CSAT/NPS), Lean / Six Sigma, process mapping
Responsibilities
Own lesson-journey outcomes and key satisfaction metrics; Design and refine Customer Care workflows; Influence cross-functional roadmaps; Deliver projects end-to-end.
Seniority
Senior, hands-on IC
