01Overview
CX Strategist - JO CX CoE
Are you a strategic thinker with a passion for CX and take initiative to transform data into meaningful customer impact
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.
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. By combining data analysis with strategic planning, the CX Strategist will drive initiatives that enhance customer satisfaction, loyalty, and advocacy. Customer Insights & Data Analysis
Analyze customer data from surveys, feedback, and CRM systems to identify key trends and pain 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. Evaluate the effectiveness of strategies through performance metrics and feedback.Identify gaps in performance and recommend corrective actions. Serve as a Single Point of Contact for all communications related to CX Analysis and strategy. Act as a mentor, guiding on data analysis, strategy formulation, and customer-centric thinking. 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; 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 25 years in CX, Business Analysis, or Strategy role.
Detail-oriented, results-driven, with strong project management and data storytelling abilities.
We promote a healthy work/life balance across the organization. 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
Comprehensive Health Insurance: Covers you, your immediate family, and parents.
Enhanced Health Insurance Options: Competitive rates negotiated by the company.
Group Life Insurance: Ensuring financial security for your loved ones.
Extra protection for accidental death and permanent disablement.
Flexible Working Arrangement: Achieve a harmonious work-life balance.
Employee Assistance Program: Medical Screening: Your well-being is a top priority.
Long-Service Awards: Recognizing dedication and commitment.
New Baby Gift: Celebrating the joy of parenthood.
Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
Free Transport pick up and drop from the home -office - home (applies in Chennai)
A global leader in information and analytics, we help researchers and healthcare professionals' advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. .
