Customer Advocate

This role is part of our Academic & Government team, which helps our communities accelerate knowledge for a better world by helping to establish, discover and advance knowledge. We do this by turning scientific discoveries into peer reviewed knowledge, hosting the world’s richest corpus of knowledge, allowing users to unlock insights from content and by measuring the quality and impact of research - turning insights into outcomes.

About the Role:

You will help bring customer insights into product and service improvements. By analysing support interactions, feedback, and online support usage, you will share clear, actionable insights with product, technology, sales, and customer experience teams. Your work will help improve product quality, customer satisfaction, and business outcomes.

This role suits someone who enjoys working with data, collaborating across teams, and advocating for customer needs. We welcome applicants with different professional backgrounds and experiences.

Responsibilities:

• Gather and analyse customer feedback from support tickets, surveys, and online support tools.
• Share insights with product and technology teams to support prioritisation of fixes and roadmap improvements.
• Work with customer experience partners to ensure frontline teams have up-to-date product information and guidance.
• Help monitor and communicate service performance using agreed metrics and dashboards.
• Support continuous improvement of customer service processes and practices.
• Build and maintain strong product knowledge to act as a trusted point of contact for customer service teams.

Requirements:

• Experience working with customer feedback, service data, or operational insights (from any sector).
• Ability to communicate clearly with both technical and non-technical colleagues.
• Comfort working collaboratively across teams and managing multiple priorities.
• A practical, improvement-focused mindset and willingness to learn.

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.