Customer Value Lead

Customer Value Lead

Do you have experience in managing innovation projects?

Are you a team Player?

About Our Team

The Customer Value Lead  will sits within Journal Operations and is responsible for accelerating key strategic projects for Journal Operations,  drive the right process and governance to drive Innovation across organization and contribute to development of key enablers such as learning ecosystem. .

About the role

Focused on core customer problems and an AI first mindset, the Customer Value Lead is accountable for driving the innovation initiatives, discovery, and value realisation of initiatives — including intelligent automation and Product capabilities — across end to end publishing processes.

Acting as a strategic thought partner and accelerator for innovation, this role strengthens the quality of ideas and increases their likelihood of successful progression by challenging assumptions, quantifying value, surfacing risks and dependencies, connecting opportunities across domains, and providing structure and direction throughout discovery, product shaping, and implementation.Working closely with Business, Product, Technology, Operations, CX, Editorial, and vendor teams, the role orchestrates delivery of prioritized initiatives across multiple stakeholders, resolves dependencies and blockers, and provides governance, decision-making structure, and visibility to leadership.

The role can also involve defining and tracking metrics and creating benefits frameworks, using experimentation and data to validate assumptions and inform go/no-go decisions, and ensures right prioritization of individual initiatives to deliver on our strategy.

Responsibilities

Innovation Strategy, Initiatives & Discovery

• Assess new opportunities, establishing clear criteria for progression and prioritisation based on customer impact, business value, risk, and effort.

• Lead or consult on discovery activity, challenging the problem definition to ensure the right problem is being solved before investment is made.

• Define target outcomes, identify affected users and stakeholders, and quantify the potential impact of opportunities under consideration.

• Surface risks, assumptions, and dependencies early, and determine what needs to be validated (e.g. through research, prototyping, or experimentation) before an initiative progresses.

Product Management & Solution Shaping

• Translate validated opportunities into clear product/solution requirements, defining journeys, outcomes, and success measures.

• Support prioritisation of requirements and features in partnership with Product and Technology, ensuring business value and customer impact drive sequencing.

• Work with Product and Technology teams through elaboration, design, and implementation, providing business input and decisions at key stages.

• Ensure delivered solutions remain aligned to the original business problem and intended outcomes, escalating and course-correcting where scope or design drifts.

• Own business-side delivery oversight, coordinating UAT, release readiness, and go-live activities to ensure a smooth transition into live service.

Intelligent Automation

• Shape the roadmap for intelligent automation within the product, identifying where AI-driven capabilities can most effectively support user tasks, decisions, or interactions, and building the business case for each opportunity.

• Partner with Technology and Design teams to define the underlying requirements — the logic, data and knowledge sources, and integration/API needs the capability depends on — along with the guardrails, escalation paths, and human-in-the-loop or assisted-service touchpoints needed to manage risk, edge cases, and complex scenarios.

• Establish clear quality and performance measures (such as accuracy, containment or resolution rates, error/escalation rates, and customer satisfaction), and agree the testing, validation, and release criteria required before deployment.

• Once live, monitor performance and usage data, incorporate user feedback, and drive continuous optimisation and retraining to ensure the capability keeps pace with changing needs and continues to deliver measurable value.

Orchestration, Governance & Delivery Acceleration

• Act as the central connective point across Business, Product, Technology, Operations, CX, Editorial, vendor, and other partner teams, resolving dependencies and unblocking delivery.

• Identify blockers and risks early, establish clear ownership, and drive decisions to keep initiatives moving when they span multiple teams.

• Establish and maintain operational governance to ensure enhancements align with service policies, compliance requirements, and readiness standards, communicating major changes and contingency plans clearly

.

Cross-Functional Leadership & Value Realisation

• Act as the central coordination point across Business, Product, Technology, Operations, CX, and other partner teams, facilitating alignment on priorities, service impacts, and adoption readiness across initiatives.

• Champion change enablement and adoption, ensuring capabilities are understood and effectively embedded into ways of working, and build a cross-functional stakeholder community to share performance insights, lessons learned, and improvement opportunities.

• Establish baselines, targets, and KPI frameworks for initiatives, and maintain a benefits/impact monitoring framework to track value realised against the original business case.

• Track adoption, performance, quality, and other operational outcomes, using data and structured experimentation to test assumptions and inform go/no-go decisions.

• Escalate operational risks, dependency conflicts, and delivery blockers through appropriate governance channels, and connect insights and outcomes across initiatives to identify opportunities for reuse or broader strategic alignment.

Requirements

• 6–10 years of experience in service operations, digital support operations, automation initiatives, or business-facing roles within technology-enabled environments.

• Demonstrated experience delivering measurable improvements in service efficiency, operational performance, and customer satisfaction.

• Experience identifying and evaluating automation or digital enhancement opportunities from a business and service impact perspective.

• Strong understanding of customer support operations, including case management workflows, escalation models, SLAs, and service risk considerations.

• Experience partnering with Product and Technology teams to translate operational priorities into structured business requirements and improvement initiatives.

• Proven ability to drive adoption of digital tools or automation capabilities within operational environments.

• Strong analytical and stakeholder communication skills, with the ability to translate performance insights into clear recommendations.

• Bachelor's degree in Business, Operations Management, Engineering, Technology, or a related field. Relevant certifications (Lean, Six Sigma, Agile, ITIL, Service Management) are advantageous.

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:
 

• 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.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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