CX Strategist

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. These are some of the benefits we are delighted to offer:

• 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.
• Group Accident Insurance: Extra protection for accidental death and permanent disablement.
• Flexible Working Arrangement: Achieve a harmonious work-life balance.
• Employee Assistance Program: Access support for personal and work-related challenges.
• Medical Screening: Your well-being is a top priority.
• Modern Family Benefits: Maternity, paternity, and adoption support.
• 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)

About the Business

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. At Elsevier, your work contributes to the world's grand challenges and a more sustainable future. We harness innovative technologies to support science and healthcare to partner for a better world.