Senior Customer Experience Specialist – Expansion

About the role

As a Senior Expansion Experience Specialist you will own the customer experience for Preply’s new geographies and subject areas. You will track key metrics for learners and tutors, define policies and end‑to‑end journeys, and use data to continuously improve each launch.

Key responsibilities

• Own CSAT, contact rate and other experience indicators, monitor performance and diagnose root causes.
• Translate data and customer insights into actionable recommendations for Product, Growth, Customer Care and other teams.
• Lead cross‑functional programs from scoping to impact tracking and build feedback loops between expansion markets and global teams.
• Create, modify and maintain policies governing learner and tutor interactions across new markets and subjects.
• Map end‑to‑end user journeys, identify friction points and drive structural fixes.
• Ensure go‑to‑market readiness, coordinate launches and flag risks early.
• Run post‑launch reviews and feed findings back into policies, processes and future playbooks.

Required profile

• 4+ years experience in strategy, operations, consulting, marketplaces or high‑growth tech roles.
• Proven track record leading cross‑functional initiatives, geographic expansions or new vertical launches.
• Strong analytical and data‑savvy mindset with root‑cause analysis experience.
• Excellent program and project management skills.
• Experience writing or owning customer‑facing policies and operational processes.
• Strong communication, stakeholder management and influencing abilities.

Required skills

• SQL
• Looker (BI)

What we offer

• Open, collaborative and diverse culture with a monthly lesson allowance.
• Learning & development budget and dedicated time for self‑development.
• Competitive financial package including equity, leave allowance and health insurance.
• Attractive relocation package for candidates outside Barcelona.
• Free mental‑health support platforms and Gympass wellness access.
• Opportunity to impact learners and tutors in 175+ countries.