Customer Journey Specialist

As one of the world’s leading and largest graduate business schools, INSEAD brings together people, cultures and ideas to change lives and to transform organisations. A global perspective and cultural diversity are reflected in all aspects of our research and teaching. With a presence in Europe (France), Asia (Singapore), the Middle East (Abu Dhabi), and North America (San Francisco), INSEAD’s business education and research spans four continents.
At present, we have a new opportunity for a Customer Journey Specialist to join our Learning Innovation Solutions team working primarily on executive development programmes. This is a permanent and full-time position at our Europe Campus in Fontainebleau.
The Customer Journey Specialist will focus on improving the customer journey across Executive Education (EDP) learning platforms by managing and overseeing the user acceptance testing and exploring/testing alternative solutions to continue to evolve our digital learning ecosystem and meet the growing needs of our Executive Education market. The job holder will also be managing faculty to help them onboard new digital tools as well as providing support to the EDP Operations and CMO Online team to ensure a smooth delivery and outstanding customer experience on our platforms.

**Key Responsibilities include**:
Manage all corporate client demos and tests with the GO-Live virtual classroom technology (up to 6-10 per month), including refresher sessions for the operations teams and faculty (for a pool of over 50 potential faculty users) as the tool evolves regularly
Work with the team to explore new customer-centric technology solutions and initiatives, such as the migration of all Open Online Programmes to the SSO environment, the launch of the E-portal as the main gateway to connect to our learning platforms, and the future connection with the learning hub subscription model
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
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

**What we are looking for**:
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. WeConnect, 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

Location: Boulevard de Constance,F-77305 Fontainebleau Cedex, Fontainebleau (77)

**Job Types**: Full-time, Permanent