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.

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

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