Head Of Customer Service Experience Insights

Head Of Customer Service Experience Insights

As Head of Customer Service Experience Insights you will lead the design, execution, and communication of customer experience measurement across Springer Nature's Customer Service operations. You will own the interpretation and reporting of key performance signals, including CSAT, CES, NPS, ticket content and volumes, and service level metrics, enabling SNCS leaders and service teams to make data-informed decisions that improve customer satisfaction, increase self-service success, and drive loyalty.

The Head of Customer Service Experience Insights manages a growing team of CX Specialists and Data Analysts, aligning their output to strategic business needs and ensuring delivery of regular, high-impact customer experience insights. Collaborates closely with SNCS Leadership and product/service stakeholders and Market/Business Intelligence teams distilling complex datasets into actionable recommendations that reduce friction and elevate the customer journey.

As customer expectations evolve, so must our ability to listen, measure, and respond. This role is central to how Springer Nature turns feedback into foresight - empowering teams across the globe to deliver exceptional service and continuously raise the bar for experience excellence.

It also plays a vital role in partnering with Market Intelligence and other departments that measure customer and stakeholder experience across the journey. By fostering collaboration and insight-sharing across these functions, the role ensures a unified understanding of customer sentiment and enables more consistent, evidence-based improvements across the service landscape.

This role can be located in our Heidelberg, London or New York offices on a hybrid working model. The position is offered on a full-time, permanent basis.

Role responsibilities:

• Oversee performance of CSAT, CES, and NPS survey programs and manage end-to-end survey strategy, ensuring accuracy, relevance, and interpretability of customer feedback data collected
• Lead and develop a small team of Customer Experience Specialists and Data Analysts, aligning objectives with business priorities and overseeing workload planning, coaching, performance reviews, etc.
• Develop and regularly deliver packs, dashboards, and executive updates for Customer Service teams and Springer Nature executive leadership, ensuring alignment with both customer needs and business priorities
• Create compelling data narratives around Voice of the Customer trends, service performance patterns, and customer sentiment
• Lead and enable the integration of customer insights into the design and delivery of key Moments of Truth, and track and communicate key customer experience KPIs with a focus on driving measurable improvements
• Deploy effective use of technology to optimise the efficiency and effectiveness of insight generation, overseeing configuration and optimization of feedback tools (Qualtrics, Looker or similar) and managing visualisation strategies
• Contribute insights to improve portal design, chatbot UX, and EAA-compliant accessibility efforts across self-service channels
• Support optimization of webform logic and exit-intent feedback
• Act as a central insights partner and represent Customer Service Experience in global programs related to tooling improvement, self-service expansion, or experience transformation.
• Ensure strategic alignment with, but clear role distinction from, the UX/CXM and Market Intelligence functions.

Experience, Skills & Qualifications:

• Extensive experience in customer experience measurement, service analytics, or customer insight roles
• Solid experience in people management.
• Proven track record of designing, analysing, and reporting on CSAT, CES, and NPS programs.
• Proficient with Qualtrics (or equivalent feedback platform) and GBQ, Looker, Tableau, or Power BI.
• Demonstrated ability to coach and lead technical and strategic staff (analysts, insight leads, CX managers).
• Strong storytelling and communication skills with a record of presenting to senior stakeholders and executives.
• Comfortable navigating complex data environments and integrating across ticketing systems, survey tools, and reporting platforms.

To apply, you should include:

• A CV
• A cover letter explaining your interest in the post

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards.

US employees are eligible for benefits including, but not limited to, medical, dental, vision, short and long term disability, life and AD&D insurance, tuition assistance, employee assistance program, paid vacation and sick time, flexible spending accounts, and a 401k retirement savings plan.

In order to comply with various pay transparency laws and legislations in the United States, the salary range and benefits for this position are included. This information is only applicable to US-based candidates and the actual salary offer may vary based on work experience, education, skill level and equity. Salary ranges differ by country due to various local market considerations. The US salary range does not align with the salary ranges in other countries when converted to the currency of that country.

US Annualized Base Salary Range: $115,000 - $135,000. This role is eligible for an annual performance-related bonus plan.