Customer Advocate

About our Team: Our Academic & Government team 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. Work in a way that works for you We promote a healthy work/life balance across the organisation. With an average length of service of 9 years, we are confident that 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 remotely from home and our office in a flexible hybrid pattern Working flexible hours - flexing the times you work in the day Working with us We are an equal opportunity employer with a commitment to help you succeed. Here, you will find an inclusive, agile, collaborative, innovative and fun environment, where everyone has a part to play. Regardless of the team you join, we promote a diverse environment with co-workers who are passionate about what they do, and how they do it. Working for you We want to protect your health, help you accumulate wealth and secure your future. We are therefore delighted to offer: Health care plans and benefits Modern Family Benefits, including maternity, paternity, adoption and surrogacy Life assurance and accident policies Comprehensive pension and retirement plans Access to learning and development resources Your recruiter will advise you on the benefits package for your location 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. What you do every day will help advance science and healthcare to advance human progress. 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. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. Please read our Candidate Privacy Policy. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights. Elsevier is a global leader in advanced information and decision support for science and healthcare. We believe that by working together with the communities we serve, we can shape human progress to go further, happen faster, and benefit all. We support continuous discovery and uphold the highest standards of content integrity, reliability, and reproducibility so the communities we serve can advance their field of science, healthcare or innovation with confidence. By combining high-quality content with powerful analytics, we transform complexity into clarity and deliver mission-critical insights that help professionals make better decisions when it matters most. We deliver insights that help research institutions, governments, and funders achieve their goals. We help researchers discover and share knowledge, collaborate, and accelerate innovation. We help librarians provide verified, quality information to universities. We help innovators turn knowledge into new products. We help health professionals improve patient care and educators train the next generation of doctors and nurses. Connecting quality content and innovative technologies, we make progress go further and happen faster. And by championing inclusion and sustainability, we ensure progress benefits all. With 9,500 employees, over 2,300 technologists in 5 major tech hubs, and more than 60 locations across the globe, we are committed to supporting the scientific and healthcare communities around the world. We offer a diverse range of opportunities across technology, commercial, business, and early career jobs. If you are looking for a career that inspires progress in science, innovation and health, and allows you to grow every day, find your team at Elsevier. Elsevier is part of RELX Group. Let’s shape progress together. Join us. elsevier.com/about/careers