Specialist, Customer Journey bei Executive Education

The Executive Education department at INSEAD delivers tailored programs for executives and organizations, focusing on leadership development and business innovation. It provides cutting-edge learning experiences that equip professionals with the skills to drive transformation and succeed in a global environment.

INSEAD is seeking a Customer Journey Specialist to join our Executive Education department. This is a full-time, permanent position based at our Europe Campus in Fontainebleau, France. A hybrid working model is in place – 3 days on campus, 2 days from home. 

About the job 

The Customer Journey Specialist will focus on enhancing the customer experience across Executive Education (EDP) learning platforms by serving as a bridge between business and IT. This role involves managing and overseeing user acceptance testing, evaluating digital tools, and testing alternative technology solutions to continuously evolve our digital learning ecosystem and meet the growing needs of our Executive Education market. The job holder will also guide faculty in adopting new digital platforms, provide technical support and training to the EDP Operations and CMO Online teams, and ensure the smooth delivery of digital learning experiences that combine operational excellence with outstanding customer satisfaction.

Your role within the team

• Drive initiatives to automate processes and integrate platforms by leveraging APIs and other mechanisms, with a focus on enhancing efficiency and streamlining workflows across the INSEAD learning platform ecosystem and external systems
• Work with the team to explore new customer-centric technology solutions and initiatives, including contributing to the enhancement of the INSEAD learning platform ecosystem and ensuring seamless integration with client platforms (eg SCORM, xAPI, HTML)
• Become proficient on the Intrepid platform and help identify areas for improvement to enhance the customer experience but also back-end operations that can be raised as priority to the vendor. Support the online team as we launch new products and processes, such as the On Demand courses
• Train and support our global operations teams (45+) and the online team (20+) on the Study@INSEAD digital platform, (over 450 Study platforms created per year) to ensure a smooth-learning journey for clients
• Actively participate in the User Acceptance Testing for all platforms to help validate deployment of new features, improvements and bug fixes as the solutions continuously evolve to be optimised for hybrid programme delivery
• Support the team by managing requests coming from the Operations/Online team and corporate clients related to platform issues on programmes that are being delivered

The ideal candidate profile

• Bachelors, Masters or equivalent degree
• A minimum of 2 years’ professional experience in online education and digital technology-related sectors
• Knowledge of online learning platforms (such as Intrepid, EdX, Coursera, NovoEd,), learning management systems (eg. Canvas, Blackboard, Moodle), and talent management systems (eg. Degreed, SAP SuccessFactors) is preferred
• Experience with virtual classroom delivery (eg.  Zoom) and collaboration platforms (such as Slack, MS Teams) is useful
• Familiarity with other pedagogical software is an advantage (such as Articulate 360, Klaxoon, Screencast, Camtasia), and video hosting / editing tools (eg. Kaltura)
• Comfortable working with IT developers and external technology vendors, together with colleagues, on complex cross-functional projects
• Enthusiastic about exploring and piloting digital learning tools
• Accountable and autonomous with careful attention to detail and follow-through
• Excellent written and spoken English, French is an advantage
• Ability to work smoothly with colleagues at all levels, as well as faculty and corporate clients

Kindly submit your application along with a CV in English. 

Responsibilities