Program Lead, Strategy and Operations (Learner Retention)

Job Description

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

Multiverse is transforming the way talent is developed through professional apprenticeships. As Program Lead, Strategy and Operations, reporting to the Director of Performance Operations, you will play a critical role in ensuring that our apprenticeship delivery organisation runs smoothly and effectively. This role is a strategic hire understanding and addressing Learner churn.

This role is critical to ensuring the long-term success of our programs and delivering a meaningful return on investment for our clients. You will be responsible for identifying the root causes of churn, designing and implementing strategies to mitigate it, and driving cross-functional collaboration to improve learner retention across our programs. This person will not only be able to program manage this, but also be able to get into the weeds and work with teams on the ground to implement the strategies.

What you'll do

• Develop & own a comprehensive cross functional strategy that maximises learner retention, aligning with Multiverse’s mission and business goals.

• Set measurable goals, KPIs, and metrics to measure learner retention and program success.

• Conduct in-depth analysis of learner data to identify churn patterns and key risk factors and improvement opportunities.

• Partner with data science and analytics teams to develop predictive models for identifying at-risk learners and enable proactive support.

• Design and implement targeted interventions to enhance the experience and outcomes for at-risk learners

• Collaborate with delivery teams to refine program delivery and address barriers to completion.

• Partner closely with Product, Delivery, GTM, Compliance and Learning Design teams to embed retention strategies into every stage of the learner journey.

• Serve as the voice of the learner in cross-functional discussions, ensuring their needs and challenges are prioritised.

• Engage with enterprise clients to align on shared goals around learner retention and showcase the value of Multiverse programs.

• Communicate findings, insights and strategies effectively to senior leadership and external stakeholders.

• Conduct and leverage quantitative and qualitative research to assess learner behaviour. Utilise insights to predict requirements and improve the efficiency and quality of our service offerings

• Understand our learning, delivery, compliance and GTM structures and how they interact with the end to end learner journey; you will provide guidance on best practices to cross-functional teams and make actionable recommendations to balance the tradeoffs to improve revenue retention

• Work with cross-functional teams to plan and design experiments, measuring the efficacy of interventions to continuously refine retention strategies.

About you

• You have 9+ years of professional experience, including 3+ years at a high growth scale-up and a few years at a top-tier management consulting firm. Experience at a B2B2C company is nice to have.

• You have 3+ years of people management experience

• Experience in roles focused on retention, customer success, or learner outcomes in a B2B2C or education technology environment.

• You have lead projects aimed at improving user retention and churn

• Strong leadership skills and ability to work cross functionally and collaboratively. Coming in with a proven track record of senior stakeholder management (e.g., able to motivate and lead informally)

• Proven track record in going 0 → 1 / new market or org model launches, leading highly-complex projects, working cross-functionally, juggling multiple work streams

• Prior experience in handling large, complex, high velocity data; familiar with common statistical and analytical techniques; willing to continue to learn/apply new techniques as required.

• Ability to distill insights & articulate an actionable point of view to non-technical audiences; Comfortable presenting to varying levels of stakeholders (from C-suite to analyst); Good command of storytelling and presentation techniques (e.g., data visualisation).

• You have led multidisciplinary problem solving exercises that results in clear business (measurable financial) impact

• Ability to handle multiple priorities and solve ambiguous problems that may evolve in scope or complexity

• Experience with SQL, tableau, alteryx, and/or other self-serve data analysis and visualisation tools

How we hire

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Hybrid & remote work offering - with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.

Right to Work

Do you have the right to work in the UK? Unfortunately, at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.