Customer Engagement & Strategy Lead

RELX; Exeter; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global information provider is seeking a Customer Engagement & Strategy Lead in Exeter, UK. You will represent the customer voice, engage with various teams, and ensure product strategies align with customer needs. Ideal candidates should have experience in the legal sector and demonstrate strong interpersonal and analytical skills. The role offers flexible hours and various benefits including generous holidays and health screenings, promoting a healthy work/life balance.

Benefits

Generous holiday allowance

Health screening and private medical benefits

Wellbeing programs

Employee Assistance Programme

Extensive learning and development resources

Qualifications

• Experience engaging with customers and representing their needs internally.
• Ability to synthesize insights from various customer-facing teams.
• Proven success in building long-term partnerships across organizations.

Responsibilities

• Act as the voice of the customer within the company.
• Lead customer research initiatives to gather actionable insights.
• Monitor customer satisfaction and identify areas for improvement.

Skills

Customer relationship building

Communication

Organizational skills

Influencing

Analytical skills

Education

Experience in the legal sector

Job description

Are you data-driven and customer-centric?

Do you enjoy building solid relationships, to understand customer's needs & find solutions?

About us

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritises using the best model from today’s top model creators for each individual legal use case.

About the team

Our Commercial Strategy and Segment team is looking for a Customer Engagement & Strategy Lead, to constantly engage with and to act as the voice of our customers. This role will act as the key bridge between Customers and LexisNexis to ensuring the voice of our customers directly informs product messaging, competitive intelligence, sales training, and market strategy.

The legal technology market is developing at pace, and this role is pivotal to ensuring our offerings map to our customers’ needs and that we’re going to market as effectively as possible.

About the Role

As a Customer Engagement & strategy Lead you will act as the key voice for the customers, building effective relationships and a deep understanding of their needs.

Requirements:

• Actively engage with Customers and act as the voice of the Customer internally, being able to represent the needs of specific segments and personas
• Stay current on competitors, industry trends, and emerging trends through Customer engagement, research and analytics
• Assess our GTM strategy and propositions on an ongoing basis, through the lens of our Customers
• Synthesise and distil insight from Customer facing teams on an ongoing basis
• Lead the design and execution of Customer research initiatives (surveys, interviews, focus groups, and observational studies)
• Identify key areas of capital investment and act as the champion for key ideas that drive Customer value
• Collaborate with cross-functional teams (Marketing, UX, Product, Legal Content, Sales, Customer Service) to translate insights into strategic recommendations. Collaborate closely with peers in comparable roles in other countries to share insight and best practice
• Act as the voice of the Customer within key internal projects i.e. Customer upgrades, new product launches etc. and educate Customer facing teams on key Customer trends and value drivers
• Work closely with the GTM Academy and Product Marketing to ensure we can clearly articulate our overall story and propositions to Customers
• Monitor customer satisfaction (CSAT, NPS) usage and loyalty metrics; recommend actions to improve the overall Customer experience.
• Create and deliver compelling presentations and reports to senior stakeholders, highlighting key recommendations and opportunities.
• Speak at industry events and in the media and be recognised as a market influencer and expert externally

Requirements:

• Experience in the legal sector, or transferable skills that can be applied in this context.
• Ability to hold conversations with senior stakeholders and customers around the direction of AI
• Ability to build trust and maintain long-term partnerships across different levels of an organisation.
• Strong communication and influencing skills to engage customers and promote positive change.
• Excellent organizational and time-management skills, with the ability to manage multiple projects simultaneously.
• Comfortable working independently and collaboratively in a fast-paced, goal-oriented environment.
• A proactive mindset and willingness to help customers discover how technology can improve efficiency and outcomes.

Work in a way that works for you

We promote a healthy work/life balance across the organisation. 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:

• Generous holiday allowance with the option to buy additional days
• Health screening, eye care vouchers and private medical benefits
• Wellbeing programs
• Life assurance
• Access to a competitive contributory pension scheme
• Save As You Earn share option scheme
• Travel Season ticket loan
• Electric Vehicle Scheme
• Optional Dental Insurance
• Maternity, paternity and shared parental leave
• Employee Assistance Programme
• Access to emergency care for both the elderly and children
• RECARES days, giving you time to support the charities and causes that matter to you
• Access to employee resource groups with dedicated time to volunteer
• Access to extensive learning and development resources
• Access to employee discounts scheme via Perks at Work

About the Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

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