Customer Experience Specialist

Role Summary

We are looking for a proactive and learner-centric professional to enhance the overall learning experience by building an engaged learner community, providing personalized guidance, and driving initiatives that support learner success. This role takes ownership of learner engagement and community-building activities while ensuring learners receive the guidance, resources, and support they need throughout their learning journey.

The ideal candidate combines strong relationship-building and communication skills with experience in student engagement, mentorship, event management, and operational coordination. They should be comfortable working cross-functionally to address learner needs, strengthen community engagement, and continuously improve the learner experience.

Roles & Responsibilities

Mentorship & Learner Success

• Provide personalized guidance to help learners navigate their academic journey, identify challenges, and make informed decisions about their learning and career development.
• Conduct one-on-one guidance sessions to understand learner needs and recommend appropriate resources or support.
• Identify academic and non-academic challenges that may affect learner progress and coordinate with relevant teams to address them.
• Refer learners to appropriate internal or external resources when specialized assistance is required.

Learner Experience & Stakeholder Coordination

• Serve as a key point of contact for learners regarding program-related questions, services, registration, and general support needs.
• Coordinate with academic, program, and internal teams to address learner concerns in accordance with academic policies and program guidelines.
• Build strong relationships with learners, faculty, and internal stakeholders to facilitate communication and improve the overall learning experience.
• Identify recurring learner challenges and recommend improvements to learner support processes and engagement initiatives.

Learner Onboarding & Operations

• Oversee the onboarding experience for new learners, ensuring they receive the necessary information, guidance, and resources to get started successfully.
• Coordinate learner-related administrative processes, maintain accurate learner records, and prepare reports on engagement and activities.
• Support the delivery of learner programs and initiatives, ensuring activities and operational processes run smoothly.
• Take ownership of assigned initiatives and coordinate timelines, resources, and stakeholders to ensure effective execution.

Community Building & Learner Engagement

• Plan and lead engaging activities, networking events, workshops, and online initiatives to build a strong and connected learner community in Vietnam.
• Develop initiatives that encourage learner participation, peer connections, knowledge sharing, and a sense of belonging.
• Proactively engage with learners, gather feedback, and identify opportunities to improve community engagement and satisfaction.
• Monitor participation and engagement to evaluate the effectiveness of community initiatives and identify areas for improvement.

Skills Required

• Experience in academic advising, career development, student services, or education administration.
• Strong communication and interpersonal skills in both English and Vietnamese, with the ability to build trust and engage effectively with diverse stakeholders.
• Strong mentoring, active listening, and problem-solving skills, with the ability to understand learner needs and provide appropriate guidance.
• Strong problem-solving and multitasking abilities.
• Excellent organizational and project coordination skills, with the ability to manage multiple initiatives and priorities independently.
• Familiarity with online learning platforms, educational technologies, CRM systems, or learner management tools is an advantage.