Senior CX Specialist - Expansion
Core
Own customer experience metrics, policies, and processes for Preply's expansion into new geographies and subject areas.
Role type
Senior IC Customer Experience Specialist (Expansion)
Builds
CX foundations, user journeys, and operational processes for new market launches
Domain
Ed-Tech / Global Market Expansion
Deliverable
product features
Required skills
cross-functional program management, root-cause analysis, policy definition, end-to-end user journey mapping, go-to-market readiness, stakeholder alignment
Preferred skills
influencing CX KPIs, marketplace/platform experience, support agent workflow design, SQL and BI fluency
Technologies
Looker
Responsibilities
Own CSAT and contact rate metrics for learners and tutors; define and maintain policies for new markets; map end-to-end user journeys; drive go-to-market readiness for expansions; coordinate cross-functional launches; run post-launch reviews.
Seniority
Senior, hands-on IC
