Executive Customer Experience

The Analyst is responsible for delivering an exceptional customer experience by managing author inquiries efficiently and accurately through email-based support. The role focuses on providing timely resolutions, ensuring adherence to Service Level Agreements (SLAs), and maintaining a strong understanding of journal operations, author payment processes, and associated systems.

The Analyst also contributes to continuous improvement initiatives, knowledge management, process optimization, and cross-functional collaboration to enhance operational effectiveness and customer satisfaction.

Key Accountabilities

• Manage Journal Operations inboxes, ensuring customer satisfaction and adherence to volume and SLA targets.
• Handle author queries and requests efficiently while maintaining high standards of quality and accuracy.
• Work across multiple systems and platforms, including ScholarOne, STS, SMART, and the Sage Open Access Portal.
• Create, maintain, and enhance canned responses to improve response consistency and operational efficiency.
• Prepare and maintain daily productivity and performance reports.
• Contribute to the creation, maintenance, and continuous improvement of internal and external Journal Operations knowledge-base articles, ensuring content remains accurate and up to date.
• Proactively develop knowledge and expertise in relevant processes, systems, and business areas.
• Build and maintain effective relationships with key stakeholders across the organization.
• Identify team training needs and support the development of learning materials, including Rise/Reach courses and process documentation.
• Support colleagues in developing specialized process knowledge and skills.
• Assist the Operations team as required and facilitate coordination across different stages of the Open Access (OA) workflow.
• Identify, recommend, and support implementation of process improvements with potential local and global impact, including participation in Continuous Improvement Initiatives (CII).
• Collaborate effectively with global teams through meetings and calls during regular and, where required, extended business hours.
• Support operational excellence by actively contributing to quality, efficiency, and customer satisfaction initiatives.

Skills, Qualifications & Experience

Functional Knowledge & Skills

• Strong customer service orientation with a focus on delivering a positive stakeholder experience.
• Excellent written and verbal communication skills.
• Strong time management, organizational, and prioritization abilities.
• High level of accountability and attention to detail.
• Ability to analyze information and resolve customer queries effectively.
• Proficiency in Microsoft Office applications; advanced Excel skills are desirable but not essential.
• Familiarity with systems such as A2R, SMARTJ, ScholarOne, and STS is desirable but not essential.
• Ability to work independently while effectively collaborating within a team environment.
• Continuous learning mindset with a focus on process improvement and operational excellence.

Qualifications & Experience

• Graduate or Postgraduate degree in any discipline.
• 1-2 years of relevant experience in customer service, operations, publishing, journal management, or a related field.
• Experience in handling email-based customer support and process-driven operations will be an advantage.