Customer Experience Lead (12 month maternity cover)

Informa Connect; Abingdon; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Private medical insurance

Pension scheme

Life assurance

Employee assistance programme

Share Match

Job summary

Taylor & Francis Group, part of Informa, is seeking a Customer Experience Lead on a six-month fixed-term basis. The role, based in the UK with hybrid work three days a week, reports to the Customer Service Manager and involves managing a global CS team, driving process improvements and optimising customer workflows.

The successful candidate will bring leadership experience in customer service, a track record in continuous improvement, and the ability to analyse metrics to reduce customer effort

Qualifications

• Demonstrable prior customer service leadership experience.
• Experience delivering continuous improvement in CS processes.
• Ability to work with KPI/SLA targets and drive performance.

Responsibilities

• Lead by example to deliver excellent customer service in line with policy.
• Own complex/escalated queries through to resolution to improve first-time resolution.
• Leverage VOC and metrics to identify opportunities to improve customer experience.
• Perform data collection, SME interviews, process mapping and gap analyses.
• Collaborate across departments to define to-be processes and improvements.
• Develop business cases and estimate cost/benefit for improvements.
• Manage projects from planning to milestones and report progress.
• Facilitate meetings and presentations; drive adoption of changes.

Skills

Customer service leadership

Process improvement

Voice of the Customer

Project management

KPI management

Data analysis

MS Office

Tools

SAP

Salesforce

Job description

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 demonstrableprevious 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 expertsand 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 Abingdonto Oxford City Centre in late 2027 / early 2028, offering an exciting new workplace in the heart of the city.

Being Yourself at Taylor & Francis

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.