Head of Customer Learning

Department: Customer

Employment Type: Full Time

Location: USA, East Coast (Home based)

Description

About us
We are Digital Science and we are advancing the research ecosystem. We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us?

Your new role

At Digital Science, we put our customers at the core of everything we do—and that starts with a deep respect for curiosity, dedication and commitment intrinsic to research. Whether it’s an individual researcher exploring new tools, or a global enterprise seeking to scale insights across teams, our users are driven by discovery. We’re here to support that journey in the solutions we sell and the experience we provide. When people thoroughly understand how to get the most out of our solutions, they’re empowered to do more, ask more, and innovate faster.
As our product suite continues to grow and evolve across market segments—from B2C platforms to multi-stakeholder B2B solutions—equipping users to confidently engage with our tools is critical to long-term adoption, retention and growth.

The Head of Customer Learning is responsible for defining and delivering a modern, scalable learning strategy that enhances user understanding, drives adoption, and supports both self-serve and high-touch engagement. This role spans the full customer lifecycle and serves all our product lines, including academic, enterprise, government, and publishing.

By championing high-quality educational resources, certifications, and intuitive learning experiences, this leader ensures that our customers are equipped to realise value from our solutions. The Head of Customer Learning will also collaborate closely with colleagues in Customer Engagement, Support, Product, Marketing, and People to unify our external and internal learning strategies, while driving innovation through AI and automation.

Please be aware that we may close this position early if we receive a high volume of applications, so we encourage you to apply promptly.

What you’ll be doing

Customer Learning Strategy & Delivery

• Define and lead a scalable customer learning strategy that supports onboarding, feature adoption, and long-term engagement across products and customer types.
• Develop and deliver certification programs, guided learning pathways, and just-in-time education to drive customer value realization and loyalty.
• Lead the implementation and optimization of Skilljar as our Learning Management System (LMS), ensuring the platform supports intuitive delivery, content modularity, and strong reporting capabilities.

Content, AI & Automation

• Oversee the creation of high-quality educational resources—including tutorials, webinars, FAQs, and e-learning modules—tailored to our evolving solutions..
• Partner with internal AI enablement and product teams to design and integrate AI-powered tools, such as recommendation engines, intelligent search, auto-generated content, and adaptive learning flows.
• Explore and implement generative AI and LLM-based solutions to improve scalability, personalize learning experiences, and reduce manual effort in content development.

Operational Enablement & Scale

• Collaborate with Support and Engagement to ensure learning programs reduce ticket volume, accelerate onboarding, and enable proactive guidance at scale.
• Use automation and learning analytics to enhance content discoverability, measure usage trends, and identify intervention points in the customer journey.

Measurement & Continuous Improvement

• Define KPIs to track the impact and ROI/ROE of learning programs—including learner engagement, completion rates, satisfaction, and product adoption.
• Regularly analyze support trends, product data, and learner feedback to identify content gaps and continuously refine the learning ecosystem.

Data & Impact

• Define and track KPIs to measure the effectiveness and ROI of learning programs—including usage, satisfaction, outcomes, and downstream adoption.
• Use insights from customer interactions, support trends, and engagement feedback to identify gaps and drive continuous improvement in learning as