Head of Learner Experience

At peopleworth, we support work where people and performance thrive. As part of our Employer Group, we work with a variety of forward-thinking partners and are excited to share this opportunity that sits within our growing group.

Role Overview

This senior leadership role oversees the end to end delivery of applied learning experiences across multiple programmes. You will lead the operational environment where curriculum, coaching excellence and learner success come together, ensuring consistent outcomes, strong performance and high quality learner interactions. The role suits a data driven operator who excels at managing delivery, customer experience and operational performance at scale.

Key Responsibilities

• Lead end to end delivery operations across multiple education and professional programmes

• Manage learner experience and success metrics including progression, retention, engagement, NPS and completion

• Oversee performance management of delivery teams, coaches and programme support staff

• Develop and refine operating models, workflows, tooling and automation to enable scalable delivery

• Maintain delivery SLAs and manage escalations, ensuring service consistency across cohorts

• Coordinate cross functional work with product, technology, marketing and partnership teams

• Build and manage operational dashboards, KPIs and OKRs to guide decision making

• Implement continuous improvement cycles using data, feedback and performance insights

• Oversee resource planning for coaching and programme support

• Drive a customer success mindset that ensures every learner experiences high quality support

Requirements

• Demonstrated experience leading multi programme delivery operations in a high paced environment
• Strong background in customer success, delivery operations or learner operations leadership
• Proven ability to lead teams through metrics driven performance management
• Proficiency with operational tooling, workflow systems and data dashboards
• Demonstrated success owning SLAs, KPIs and service delivery outcomes
• Experience working cross functionally with technical, product or commercial teams
• Strong analytical capability with the ability to interpret data and translate insights into actions
• Excellent communication and stakeholder management skills
• Comfortable leading in a fast growth environment with shifting priorities
• Experience in education services, professional learning or similar operational settings is advantageous

Benefits

• Collaborative, people-centred performance culture
• Opportunities to grow in a fast-paced environment
• Exposure to innovative education delivery models and operations

The peopleworth Employer Group follows a fair, transparent, and multi-stage recruitment process designed to ensure mutual fit.

1. Application Submission: Complete the online form and answer brief application questions.
2. Initial Screening: Your application is reviewed for role alignment; successful candidates move to the longlist.
3. Video Interview Stage: You'll be invited to record short responses to 3–4 role-specific questions.
4. Live Interviews: Shortlisted candidates join first-round interviews (and, where applicable, second or third rounds depending on the role).
5. Final Shortlist & Verification: Reference and background checks are completed.
6. Offer & Contracting: Successful candidates receive formal offers and contract documents.
7. Pre-boarding & Onboarding: Once accepted, you'll complete a pre-boarding process before officially joining your employing organisation within the Employer Group.

Throughout every stage, we value clear communication, respectful engagement, and timely feedback.