Through education, people can transform their lives and reach career goals. learndirect Group has been empowering individuals to reach the height of their potential for many years, with a forward-thinking digital approach. As the UK’s leading online learning provider, we have helped millions of learners gain qualifications that have led to exciting careers. Our work is to empower, inspire, and transform lives through flexible education made accessible to all. From Access to Higher Education Diplomas and GCSEs to animal courses and accredited dental nursing qualifications, we offer education to individuals from all backgrounds and at any stage of their life and career. We are recruiting for a Head of Customer Experience to support our Business-to-Business (B2B) entitie, PearlTech. Pearltech requires individuals with exceptional drive and ambition to help with one of the fastest growing learning technology companies in the education space. Pearltech’s core service is providing education providers with white label turnkey learner management systems (LMS’) and content to help them unlock the benefits of online and blended learning. The typical customer profile includes FE Colleges, Private training providers (PTPs) and UK awarding bodies. The core service then leads to Pearltech customers wanting ancillary services, these include: • Learner marketing services • Associate tutor services • SCORM content creation. The Head of Customer Experience will lead Pearltech’s efforts to deliver best-in-class customer onboarding, training and support to drive excellence in customer experience. This pivotal role involves shaping and managing our customer on-boarding journey, ensuring they receive proactive, professional, and timely assistance, and fostering a culture of care, ambition, and emotional intelligence within the team. The successful candidate will also interact with all the other areas of the Pearltech and the wider learndirect group of companies to ensure customers gain access to the information and services they need. As all our platforms and services are available online via Saas, this is a home-based role. Find our more about our Group entitie below: https://www.epearl.co.uk/ Through partnerships with industry-leading providers in multiple sectors, learndirect has helped more than 4.5 million learners get the qualifications they need. With rapid expansion well underway, you could become a part of the online solution to educational needs. Key Responsibilities and Accountabilities: Develop and execute a comprehensive customer experience strategy to ensure high levels of learner satisfaction and engagement. Continuously refine processes to meet the diverse needs of our customers. Establish clear performance metrics and provide regular feedback to drive team development and success. Oversea all aspects of the customer on-boarding, training and ongoing support process. Implement efficient systems and workflows to manage high volumes of customer interactions while maintaining quality standards. Collaborate with internal teams to integrate feedback and improve overall service delivery. Monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives. Use data-driven insights to identify trends and implement improvements to services and processes. Act as a champion for our customers, ensuring their voices are heard and their needs are met in a compassionate and inclusive manner. Address escalated learner concerns with professionalism and a solution-focused approach. What we are looking for in you: Proven experience in am Education Saas customer success, learner support, or similar leadership role, preferably within the education or technology sectors. Proficiency in using customer relationship management (CRM) tools and data analytics to drive decision-making. A track record of operational excellence and delivering measurable improvements in customer satisfaction. Familiarity with the funded training space and the LMS needs of FE Colleges Experience of delivering best in class Saas support to customers in the Education sector. Excellent communication and interpersonal skills, with a focus on empathy and active listening. High levels of emotional intelligence and cultural awareness to engage effectively with diverse learners. Resilience and adaptability to thrive in a fast-paced, dynamic environment. A results-driven mindset with a passion for innovation and continuous improvement. Patience and discipline to maintain relationships with more demanding customers with more challenging/complex needs. Why work with Us? Complete a funded course of your choice after your probation period Excellent holiday allowance plus bank holidays – to include one extra day’s holiday for your birthday / appreciation day £50 Amazon thank you Voucher for your birthday Company pension scheme Refer a friend scheme Inclusive culture and positive working environment Staff social events We are an equal opportunity employer, always looking for the right talent based on merit for every position. Learndirect Group believes passionately in including all employees equally in the learndirect culture and mission. We actively encourage diversity of thought and champion our talented individuals. Proposition: Empowering people to reach their potential Our Mission: Removing barriers (time, tech, cost) to enable a ‘learning lifestyle’. Our Vision: To create the modern approach to learning Our Vision: Working with PACE we strive to be: Passionate “We show pride, enthusiasm, and dedication in everything that we do, for our learners, our customers, ourselves, and each other”. Agile “We positively embrace and respond quickly to change through a flexible, proactive workforce that seizes opportunities”. Courageous “We challenge the norm, creating continuous business improvement and opportunities through entrepreneurial thinking balanced with a sound commercial approach”. Empowering “We trust and inspire people to do their best and believe in themselves. We are open to a diversity of ideas, approaches, and points of view”.