Senior Customer Experience Specialist – Lesson Experience

Preply

. Own key satisfaction and operational metrics, including CSAT and contact rate .

Posted 10/15/2026full-timeBarcelona • SpainSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Experience and Operations by designing and refining workflows, analyzing data to inform product recommendations, and driving customer satisfaction metrics. Proficient in stakeholder management and change management to support high-impact initiatives.

Highest-signal resume keywords

Customer Experience ManagementOperational Workflow DesignData Analysis and TranslationStakeholder ManagementLean / Six Sigma Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Workflow DesignData AnalysisSQLBI ToolsProcess MappingPerformance Initiatives

Soft Skills

Strong CommunicationExecution SkillsPrioritization SkillsInfluencing Without AuthorityCustomer-Centric Mindset

Tools & Technologies

Looker

Industry Keywords

CSATNPSContact RateChange ManagementCross-Functional Initiatives

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own key satisfaction and operational metrics, including CSAT and contact rate
Analyze feedback and operational data to identify trends, root causes, and recurring friction points
Partner with Product, Customer Care, and Supply Operations to prioritize high-impact opportunities
Design and refine Customer Care workflows for scheduling, lesson delivery, and lesson exceptions
Ensure workflows cover edge cases, escalation paths, and clear decisioning
Identify systemic issues requiring product or policy changes and co-design fixes with stakeholders
Support change management for high-impact launches, including processes, tooling, routing, escalations, knowledge content, and enablement
Ensure customer signals and operational learnings inform product and operational roadmaps
Convert feedback into actionable recommendations balancing customer impact, feasibility, and effort
Partner with Product and Supply Operations to validate pilots and track post-launch impact
Lead or contribute to cross-functional initiatives focused on satisfaction, policy adoption, and operational efficiency
Align stakeholders, manage dependencies, remove blockers, and keep delivery on track
Track outcomes and communicate measurable impact against KPIs

Requirements

What you’ll need

2+ years in Customer Experience, Operations, Program/Project Management, or Consulting
Proven track record designing and refining operational workflows
Strong execution and prioritization skills; able to influence without direct authority
Analytical and data-fluent; able to translate signals into business/product recommendations
Proficient with BI tools (e.g., Looker) and basic SQL knowledge
Strong communication and stakeholder management
Customer-centric, proactive, and solutions-oriented
Experience moving CX KPIs (CSAT/NPS/contact rate) and understanding the levers behind them
Experience with Lean / Six Sigma or similar approaches (process mapping, redesign, performance initiatives)

Benefits

Comp & perks

Generous monthly allowance for lessons on Preply.com
Learning & Development budget, including time off for your self-development
Competitive financial package with equity, leave allowance, and health insurance
Access to free mental health support platforms
Access to Gympass-partnered wellness and gym centers throughout Spain
Open, collaborative, dynamic, and diverse culture