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About the Role

Play a pivotal role in ensuring the successful delivery and continuous evolution of our Customer Experience function. Combine people leadership with operational oversight to shape how work is prioritized, delivered, measured, and improved. Partner with the Customer Experience Enablement Manager to lead a dedicated team, champion innovation, support the adoption of new technologies and processes, and ensure projects transition seamlessly into business-as-usual operations. Make a tangible impact by improving customer outcomes, strengthening team capability, and building scalable, future-focused ways of working.

Responsibilities

Lead and develop a high-performing Customer Experience Innovation team of Project Analysts, Reporting Analyst, and System Analyst, creating an environment where people can grow, succeed, and contribute their best work.
Partner with the Director of Customer Experience and Innovation to understand strategic priorities, ensuring operational, project, and after care activities are prioritized and delivered to agreed timelines, quality standards, and business objectives.
Drive the successful implementation of new technologies, systems, and processes, helping teams embrace change and realise measurable benefits.
Build consistent, scalable ways of working that improve efficiency, quality, accountability, and service performance.
Monitor delivery quality, identify operational risks and capacity challenges, and take proactive action to maintain high standards.
Partner with stakeholders across Customer Service, Technology, Operations, and external vendors to resolve issues, improve processes, and strengthen collaboration.
Provide clear visibility of project progress, risks, dependencies, and outcomes, ensuring initiatives are delivered successfully and sustainably.
Act as a trusted operational lead, supporting the transition of new solutions into business-as-usual ownership while continuously finding opportunities for innovation and improvement.

Requirements

Experienced in leading projects, initiatives, or operational activities, while providing coaching, guidance, or mentoring that helps colleagues and teams succeed.
Highly organised, with the ability to create clarity and focus in a fast-paced environment while balancing customer, business, and team needs.
Skilled at balancing operational delivery, projects, and priorities, ensuring work is completed to a high standard and delivered on time.
Confident influencing and collaborating with stakeholders at all levels, building strong partnerships that drive alignment and positive business outcomes.
Successfully delivered change, transformation, automation, or technology-enabled improvement initiatives that create measurable value.
Comfortable using data, reporting, and business insights to make informed decisions, find opportunities, and mitigate operational risks.
An excellent communicator who can simplify technical information, facilitate learning, and contribute to the effective introduction of new processes and technologies.
A structured problem-solver who can identify root causes, navigate challenges with confidence, and implement effective, sustainable solutions.

Skills

Project leadership
Coaching
Mentoring
Organization
Stakeholder management
Change management
Transformation
Automation
Technology implementation
Data analysis
Reporting
Business insights
Communication
Problem-solving

Location

Hybrid

Work Type

Permanent
Hybrid working up to 2 days per week in office

Experience Level

Assistant Manager

Salary/Compensations

£58,000

Benefits

25 days annual leave (plus bank holidays) with 2 additional floating personal days
Home working allowance
Life assurance
Income protection
Travel insurance
Private medical cover
Access to the company doctor
Tuition scheme and support for pursuing professional qualifications
Access to Sage books and journals
Variety of snacks and beverages available in the office
Healthy lifestyle reimbursement
Anniversary trips
Access to Company loans (season ticket loan, rental deposit loan, cycle loan)

About the Company

Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement.
Believing that research and education are critical in shaping society, Sara Miller McCune founded Sage in 1965.
Sage is controlled by a group of trustees charged with maintaining its independence and mission indefinitely.
Sage's guaranteed independence means they are free to do more, work together, and think long-term.

Equal Opportunity

We’re a Disability Confident Employer (Level 1).
We’re committed to making our recruitment process accessible and inclusive.
At Sage, we are committed to building a diverse and inclusive team and to sustaining a culture that celebrates diversity, encourages authenticity, and builds a deep sense of belonging.
We encourage applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, colour, race, nationality, ethnic or national origin, religion, or belief as crafting value through diversity is what makes us strong.