Senior CX Operations Specialist - Consumer Insights

We power people’s progress.

At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalised learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact.

We’ve just reached unicorn status with a $150M Series D, accelerating our vision to transform education through human-led, AI-enhanced learning. Today, 100,000+ tutors teach 90+ languages to learners in 180 countries - and we’re only getting started. As a category-defining company, we’re shaping what the future of learning looks like at global scale.

Every Preply lesson sparks change, fuels ambition, and drives progress that matters. Joining Preply means helping define the future of education at global scale, and building something that truly matters for millions of people, every day.

Meet the team!

We are the Preply’s Customer Experience squad – the driving force behind delivering frictionless user journeys and exceptional support experiences for our global community of learners and tutors.

We are looking for a Senior Customer Experience Specialist – Consumer Insights to drive customer experience analytics and Voice of Customer (VoC). This is an individual contributor role responsible for using customer data and feedback to identify experience gaps, build business cases, and recommend CX improvements for leadership approval, in close partnership with CX teams and Product Managers. You will also own Preply’s Voice of Customer platform end-to-end, driving alignment across data source owners and enabling teams across the company to consistently use customer feedback in decision-making.

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 optimize 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.

Why you’ll love it at Preply:

• An open, collaborative, dynamic and diverse culture;

• A generous monthly allowance for lessons on Preply.com, Learning & Development budget and time off for your self-development;

• A competitive financial package with equity, leave allowance and health insurance;

• Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub

• Access to free mental health support platforms;

• Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health; 

• The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).

#LI-AH1

Our Principles

• Care to change the world - We are passionate about our work and care deeply about its impact to be life changing.

• We do it for learners - For both Preply and tutors, learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.

• Keep perfecting - To create an outstanding customer experience, we focus on simplicity, smoothness, and enjoyment, continually perfecting it as every detail matters.

• Now is the time - In a fast-paced world, it matters how quickly we act. Now is the time to make great things happen.

• Disciplined execution - What makes us disciplined is the excellence in our execution. We set clear goals, focus on what matters, and utilize our resources efficiently.

• Dive deep - We leverage business acumen and curiosity to investigate disparities between numbers and stories, unlocking meaningful insights to guide our decisions.

• Growth mindset - We proactively seek growth opportunities and believe today's best performance becomes tomorrow's starting point. We humbly embrace feedback and learn from setbacks.

• Raise the bar - We raise our performance standards continuously, alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.

• Challenge, disagree and commit - We value open and candid communication, even when we don’t fully agree. We speak our minds, challenge when necessary, and fully commit to decisions once made.

• One Preply - We prioritize collaboration, inclusion, and the success of our team over personal ambitions. Together, we support and celebrate each other's progress.

Diversity, Equity, and Inclusion

Preply.com is committed to creating an inclusive environment where people of diverse backgrounds can thrive. We believe that the presence of different opinions and viewpoints is a key ingredient for our success as a multicultural Ed-Tech company. That means that Preply will consider all applications for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or veteran status.