Customer Value Lead

About the role

The Customer Value Lead sits within Journal Operations and is responsible for accelerating strategic innovation projects across the publishing workflow. The role combines an AI‑first mindset with strong product and service‑operations expertise to deliver measurable value for customers and the business.

Key responsibilities

• Drive end‑to‑end innovation initiatives, from discovery through to implementation, ensuring alignment with customer impact and business value.
• Lead discovery activities, challenge problem definitions, and quantify potential outcomes before investment.
• Translate validated opportunities into clear product and solution requirements, partnering with Product and Technology teams.
• Shape the intelligent‑automation roadmap, building business cases for AI‑driven capabilities and defining quality metrics.
• Orchestrate delivery across Business, Product, Technology, Operations, CX, Editorial and vendor teams, resolving dependencies and blockers.
• Establish governance, benefits tracking, and KPI frameworks to monitor value realization and adoption.

Required profile

• 6–10 years of experience in service operations, digital support, automation or technology‑enabled business roles.
• Proven track record delivering measurable improvements in efficiency, performance and customer satisfaction.
• Strong understanding of customer support workflows, escalation models, SLAs and service risk considerations.
• Experience partnering with Product and Technology to translate operational priorities into structured requirements.
• Bachelor’s degree in Business, Operations Management, Engineering, Technology or related field.
• Relevant certifications (Lean, Six Sigma, Agile, ITIL, Service Management) are advantageous.

What we offer

• Comprehensive health insurance covering employee, immediate family and parents.
• Group life and accident insurance for added financial security.
• Flexible working arrangements and flexible hours to support work‑life balance.
• Wellbeing initiatives, shared parental leave, study assistance and sabbatical options.