Customer Engagement & Strategy Lead

Are you data-driven and customer-centric?

Do you enjoy building solid relationships, to understand customer's needs & find solutions?

Lexis Nexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritises using the best model from today’s top model creators for each individual legal use case.

Our Commercial Strategy and Segment team is looking for a Customer Engagement & Strategy Lead, to constantly engage with and to act as the voice of our customers. This role will act as the key bridge between Customers and Lexis Nexis to ensuring the voice of our customers directly informs product messaging, competitive intelligence, sales training, and market strategy.

The legal technology market is developing at pace, and this role is pivotal to ensuring our offerings map to our customers’ needs and that we’re going to market as effectively as possible.

As a Customer Engagement & strategy Lead you will act as the key voice for the customers, building effective relationships and a deep understanding of their needs.

• Actively engage with Customers and act as the voice of the Customer internally, being able to represent the needs of specific segments and personas
• Stay current on competitors, industry trends, and emerging trends through Customer engagement, research and analytics
• Assess our GTM strategy and propositions on an ongoing basis, through the lens of our Customers
• Synthesise and distil insight from Customer facing teams on an ongoing basis
• Lead the design and execution of Customer research initiatives (surveys, interviews, focus groups, and observational studies)
• Identify key areas of capital investment and act as the champion for key ideas that drive Customer value
• Collaborate with cross-functional teams (Marketing, UX, Product, Legal Content, Sales, Customer Service) to translate insights into strategic recommendations. Collaborate closely with peers in comparable roles in other countries to share insight and best practice
• Act as the voice of the Customer within key internal projects i.e. Customer upgrades, new product launches etc. and educate Customer facing teams on key Customer trends and value drivers
• Work closely with the GTM Academy and Product Marketing to ensure we can clearly articulate our overall story and propositions to Customers
• Monitor customer satisfaction (CSAT, NPS) usage and loyalty metrics; recommend actions to improve the overall Customer experience.
• Create and deliver compelling presentations and reports to senior stakeholders, highlighting key recommendations and opportunities.
• Speak at industry events and in the media and be recognised as a market influencer and expert externally

• Experience in the legal sector, or transferable skills that can be applied in this context.
• Ability to hold conversations with senior stakeholders and customers around the direction of AI
• Ability to build trust and maintain long-term partnerships across different levels of an organisation.
• Strong communication and influencing skills to engage customers and promote positive change.
• Excellent organizational and time-management skills, with the ability to manage multiple projects simultaneously.
• Comfortable working independently and collaboratively in a fast-paced, goal-oriented environment.
• A proactive mindset and willingness to help customers discover how technology can improve efficiency and outcomes.

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…