Senior CX Specialist

Senior CX Specialist – Consumer Insights Senior Customer Experience Specialist – Consumer Insights role at Preply. Drive customer experience analytics and Voice of Customer (VoC) to identify experience gaps and recommend CX improvements. What you’ll be doing Voice of Customer (VoC) Program Lead VoC reporting (CSAT, NPS, contact rate) and insight‑sharing cadences, turning trends into clear insights that drive action Own Preply’s Voice of Customer platform end‑to‑end, including taxonomy, data quality, accuracy improvements, vendor management, and scalability. Drive quarterly VoC prioritisation and planning, identifying the most critical experience problems in partnership with Product, CX, and Operations. Expand and optimise feedback sources to maintain a reliable, end‑to‑end view of the customer experience. Design and automate self‑serve dashboards, reports, and alerts that embed CX insights into daily decision‑making. Facilitate cross‑functional workshops to collectively understand customer problems, align on root causes, and shape proposed solutions. CX Insights & Analytics Independently analyze large, complex datasets across feedback, product usage, support, and operations to identify experience gaps and opportunities. Build crisp, data‑backed business cases that quantify customer pain points, root causes, and impact on CX, retention, and cost. What you need to succeed 3+ years of experience in analytics, insights, or strategy roles within a marketplace, consulting, or customer‑facing tech company. Strong analytical skillset with hands‑on SQL and/or Python; comfortable independently querying large datasets and assessing complex business opportunities. Proven ability to turn data into clear business cases and leadership‑ready recommendations. Clear, confident communicator who can explain complex findings to non‑technical audiences. Impact‑driven mindset with a bias toward action and outcomes. Ability to influence decisions without direct authority, using data and structured thinking. Nice to have Experience in customer experience insights and analytics, Voice of Customer Program & Tooling. Background in user research, paired with strong hands‑on quantitative and analytical expertise. Experience in a two‑sided marketplace or subscription‑based business. Benefits An open, collaborative, dynamic and diverse culture. A generous monthly allowance for lessons on Preply.com, Learning & Development budget and time off for self‑development. Competitive financial package with equity, leave allowance and health insurance. Relocation package to join us in our Barcelona Hub. Access to free mental health support platforms. Access to Gympass‑partnered wellness and gym centres throughout Spain. The opportunity to unlock the potential of learners and tutors in 175 countries. Our Principles Care to change the world – Passionate about impact. We do it for learners – Focus on empowering tutors and learners. Keep perfecting – Simplicity, smoothness, and enjoyment. Now is the time – Act quickly. Disciplined execution – Clear goals and efficient resources. Dive deep – Investigate data and stories. Growth mindset – Seek growth and learn from feedback. Raise the bar – Continuous performance standards. Challenge, disagree and commit – Open communication. One Preply – Collaboration and inclusion. Diversity, Equity, and Inclusion Preply.com is committed to creating an inclusive environment where people of diverse backgrounds can thrive. We consider all applications for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or veteran status. Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Marketing and Sales | Industries: Technology, Information and Internet #J-18808-Ljbffr