Cx Strategist - Jo Cx Coe

CX Strategist - JO CX CoE Are you a customer-focused team player and self-starter Are you a strategic thinker with a passion for CX and take initiative to transform data into meaningful customer impact About our Team The Global Researcher Support and Customer Experience team focuses on customer experience transforming customer service into customer success We take key responsibility for the experience that the Research Community has when interacting with Elsevier as well as their loyalty and enthusiasm to the Elsevier brand About The Role The CX Strategist is responsible for identifying opportunities to enhance the customer experience analyzing customer insights and collaborating with cross-functional teams to develop impactful customer-centric solutions in Journal Operations This role will focus on designing and implementing strategies that improve the overall customer journey ensuring seamless engaging interactions aligned with business objectives By combining data analysis with strategic planning the CX Strategist will drive initiatives that enhance customer satisfaction loyalty and advocacy They translate insights into impactful strategies optimize customer interactions and support business growth through improved retention and a customer-first approach Responsibilities Customer Insights Data Analysis Analyze customer data from surveys feedback and CRM systems to identify key trends and pain points Generate actionable insights that guide CX strategy and decision-making Provide inputs to dashboards and reports to track customer behavior and identify friction points Provide data-driven insights to support strategic decisions and continuous improvement Recommend improvements to customer journey mapping to optimize touchpoints for a seamless customer experience Continuously review and provide inputs to journey maps based on changing customer needs and feedback CX Strategy Development Execution Design and implement CX strategies to enhance customer satisfaction retention and loyalty Align CX initiatives with business goals and ensure cross-functional adoption Evaluate the effectiveness of strategies through performance metrics and feedback Monitor and report on CX KPIs like NPS CSAT and customer retention regularly Identify gaps in performance and recommend corrective actions Propose and implement innovative CX initiatives to enhance customer satisfaction Stakeholder Collaboration Communication Serve as a Single Point of Contact for all communications related to CX Analysis and strategy Work collaboratively and conscientiously and openly demonstrate a positive and constructive approach to feedback and conflict Collaborate with Internal and External contacts to align CX efforts across departments Present CX insights strategies and progress to key stakeholders clearly and effectively Act as a CX advocate within the organization driving customer-centric culture Learning and development Stay updated on industry trends and best practices to drive CX strategy and innovation Regularly research the latest CX trends tools and best practices through webinars courses and industry reports Organize internal sessions to share new CX methodologies tools or case studies Act as a mentor guiding on data analysis strategy formulation and customer-centric thinking Create knowledge bases playbooks to standardize CX practices across teams Work closely with cross functional teams to share and learn customer insights that drive strategic decisions Requirements Proven track record in delivering CX strategy improvements and programs Strong knowledge of industry best practices in quality control and customer-centric approaches Skilled in advanced data tools Excel SQL Tableau Power BI Minitab Google Analytics Adobe Analytics Familiar with Lean Six Sigma Agile methodologies Green Black belt certification preferred Proficient in statistical analysis hypothesis testing regression ANOVA and CX mapping tools Miro Confluence Lucidchart Degree educated with 5 years in publishing or related fields including 2-5 years in CX Business Analysis or Strategy role Excellent stakeholder management and communication skills with a global cross-functional mindset adaptable and collaborative thriving in dynamic international environments while fostering teamwork and integrating diverse perspectives across regions Detail-oriented results-driven with strong project management and data storytelling abilities Work in a way that works for you We promote a healthy work life balance across the organization We offer an appealing working prospect for our people With numerous wellbeing initiatives shared parental leave study assistance and sabbaticals we will help you meet your immediate responsibilities and your long-term goals Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive Working for You We know that your wellbeing and happiness are key to a long and successful career .