Destiny Placements is hiring a Head of Learning Experience for a senior leadership role at a global EdTech company. You will be responsible for transforming strategy into impact, sitting at the intersection of learner experience, service automation, careers, and customer success.
What You'll Do
- 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.
- 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 KPIs across the learner journey including retention, satisfaction, cost to serve, and career outcomes.
- Take ownership for data compilation, reporting and cascades for strategic decision making across the portfolio.
- 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.
- 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.
- 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.
What We're Looking For
- Proven track record in leading learner or customer success teams.
- 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.
Nice to Have
- Experience in EdTech, SaaS, or a fast-growth environment.
Team & Environment
You will lead a growing departmental team within a company culture that is globally minded and connects purpose, performance, and product.
Work Mode
This role is based in the EMEA region.
