Customer Experience Lead (12 month maternity cover)

Taylor & Francis Group an Informa Business Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100. Taylor & Francis Group produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realise their individual potential. Every day millions of people read our content. Would you like to be part of our customer journey? Are you ready to be a Customer Service Customer Experience Lead, encouraging and inspiring others to improve customer experience, investigating and driving forward the implementation of process improvements? This role is available on a six-month fixed-term basis and will work from home and from our offices in Oxfordshire three times a week. The position reports to the Customer Service Manager and will work as part of a global Customer Service team, collaborating to manage day-to-day business processes and customer workflows, liaising with other departments where appropriate. Investigating and driving forward the implementation of process improvements to improve customer satisfaction, first-time resolution, and reduce customer effort will be a key requirement. The successful candidate should have demonstrable previous Customer Service leadership and continuous improvement experience covering a variety of CS processes and including management of complex/challenging customer issues. Closing date for applications: 17th June 2026. Responsibilities will include: Leading by example to encourage and inspire others to provide excellent customer service in line with best practice and company policy and procedures. Promoting teamwork & collaboration to effectively achieve individual, team, and departmental objectives, sharing knowledge and skills. Provide support within own team and to other teams as required. Taking ownership of complex/escalated customer queries through to resolution, striving to increase customer satisfaction/first time resolution and reduce the need for customers to contact. Leverage the voice of the customer (VOC), operational metrics, and best practice methodology to identify opportunities to improve the customer experience. · Develop succinct and compelling problem statements for customer pain points. · Conduct data collection discovery, subject matter expert (SME) interviews/workshops, process mapping, and related gap analyses. Evaluate existing day-to-day practices, analyzing root causes and identifying improvement opportunities to help define solutions that reduce complexity, and customer effort, improve customer experience/satisfaction, increase productivity, and enhance employee engagement. Collaborate with experts to understand the as-is customer journey, solve customer pain points, and develop to-be recommendations to close gaps. Develop a customer-centric culture, building relationships/partners with experts and stakeholders to assess, improve, and implement continuous improvement projects and related solutions. Estimate project cost/benefit; develop a sound business case for the intended improvement. Manage project performance, evaluating the overall performance of enhancements, for benefit realization. Take ownership of assigned projects, planning/managing, and delivering milestones on time. Take a lead role in cross-functional project teams as and when required. Facilitating meetings and delivering presentations. Proactively creating and developing improvement ideas and driving forward the implementation of those ideas to improve customer satisfaction, reduce queries, increase productivity, or reduce costs. You provide constructive feedback on new processes and developments. You are open to and embrace change and encourage others to do the same. Managing monthly reporting and other performance reports to ensure they are compiled and cascaded by agreed deadlines. Knowledge and Qualifications Advanced working knowledge of Microsoft Office and systems used within Customer Service systems (ideally SAP and Salesforce) with expertise to train new team members. Demonstrable previous Customer Service experience in an office environment covering a variety of CS processes and including management of complex/challenging customer issues. Experience of encouraging others to work to KPI’s/SLA’s. Experience of managing projects, engaging contributors at all levels. Proven evidence of your ability to supervise colleagues with experience of encouraging others to work to Service Level Agreements and CS metrics. Ideally, understanding and experience using Lean 6 Sigma methodology. Understanding of the role of related departments and have a range of contacts outside and within Customer Service. What we offer in return: Competitive salary An excellent work/life balance with a fantastic, flexible working culture 25 days annual leave per year plus a day off for your birthday 3 additional discretionary days off during the holiday season at the end of the year 4 paid volunteering days each year Company funded single cover private medical insurance Employee assistance programme – offering 24/7 well-being support Share Match – Plan that matches every share purchased with two free shares. Pension scheme Life assurance, plus optical and medical care What you should know: Closing date for applications: 17 June 2026 This role will be based in the UK and you must have the right to live and work in the UK This is a hybrid position that will require on site reporting at least 3x weekly. As such, we can only consider candidates within a reasonable commuting distance to our Abingdon location Please note: Our Milton Park office will be relocating from Milton Park Abingdon to Oxford City Centre in late 2027 / early 2028, offering an exciting new workplace in the heart of the city. Being Yourself at Taylor & Francis If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life. Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit based factor. We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers Or better yet check out our LinkedIn ‘Life’ Page, highlighting our accomplishments, employees, and company culture. It’s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F. https://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8/ We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law. This role may also be available on a flexible working or part time basis – please ask the Talent Acquisition team for more information. To find out more about our business and the great career opportunities please go to our Careers Site: https://taylorandfrancis.com/careers/