Customer Experience Quality Lead

3 weeks ago

London, United Kingdom LexisNexis Full time

Customer Experience Quality Lead
Are you an expert in quality test engineering?
Would you like to join our great team?

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,300 employees worldwide, is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers.

About the Role

At LexisNexis Intellectual Property (LNIP), our mission is to bring clarity to innovation by delivering better outcomes to the innovation community. We help innovators make more informed decisions, be more productive, and ultimately achieve superior results. By helping our customers achieve their goals, we support the development of new technologies and processes that ultimately advance humanity.
 

As a Customer Experience Quality Lead, you play a pivotal role in ensuring the highest level of satisfaction for our customers by meticulously assessing, refining, and enhancing their experience with our products. You will collaborate closely with Customer Success Managers (CSMs), technical teams, and various stakeholders to develop and implement comprehensive testing strategies aligned with customer needs and usage scenarios.

Responsibilities
 

  • Work closely with CSMs to gain insights into customer system usage patterns, pain points, and requirements.
  • Utilize customer feedback and usage data to understand how our products are utilized in real-world scenarios.
  • Develop a comprehensive test strategy that aligns with customer product usage, ensuring that all critical aspects of the customer experience are covered
  • Build and maintain a test suite that accurately represents customer use cases, including both functional and non-functional requirements.
  •   Execute test cases and scenarios to validate the functionality, usability, and performance of our products from a customer's perspective.
  • Continuously update and refine the test suite to reflect changes in customer usage patterns, product updates, and new features.
  •  Work closely with the technical department to ensure that automated testing efforts complement customer experience testing.
  • Provide feedback and guidance to development teams to address any issues or enhancements identified during testing


Requirements
 

  • Proven experience in quality engineering or software testing, with a focus on customer experience.
  • Demonstrate  understanding of customer-centric design principles and methodologies.
  • Experience working with Customers and/or Customer Success teams and understanding customer needs.
  • Experience managing technical project or technical team.
  • Demonstrate  Proficiency in test methodologies and frameworks.
  • Demonstrate  Excellent analytical and problem-solving skills.
  • Demonstrate communication and collaboration abilities.


Work in a way that works for you
 

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 your long-term goals.
 

  • Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive


Working for you
 

We know that your well-being and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Medical Aid
- Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
- Modern family benefits, including adoption and surrogacy
- Study Leave
 

About the Business
 

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.
 

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