Location: Hoboken, NJ (Hybrid)

Our mission is to unlock human potential. We welcome you for who you are, the background you bring, and we embrace individuals who get excited about learning. Bring your experiences, your perspectives, and your passion; it's in our differences that we empower the way the world learns.

About the Role:

The Customer Insights team helps colleagues to understand what customers are looking for from Wiley, and how our experiences deliver on their needs. The Senior CX Manager is a highly collaborative role that focuses on engagements with customers that drive understanding and facilitate customer experience outcomes.

How you will make an impact:

• Collaborate closely with a wide range of cross-functional stakeholders to understand where the needs are for qualitative research, including
  • Input for customer persona development and customer journey maps; understanding of needs, challenges, and preferences. Projects may be collaborative with Product Marketing, B2B and B2C Marketing, Brand Management, Product Management, Sales, and Strategy
  • Insights on topics identified as priority areas of interest such as Artificial Intelligence, Academic Integrity, and Open Research
  • Collaborate with Insights colleagues on research design and analysis; conduct qualitative research
• Assume a leadership position in driving impact from Voice of the Customer (VoC) and other research initiatives. Project manage action-planning based on strategic implications for VoC and other priority research; maintain relationships with VoC program leads and executive sponsors, collaborate on quarterly reporting on how insights are applied.
• Ensure that there is a structured process for incorporating customer feedback into the product development lifecycle. Collaborate with UX researchers, product managers, and developers on insights to prioritize feature updates, enhancements, and new product ideas based on customer insights
• Collaborate with product marketing to understand and map the customer lifecycle through journey mapping using appropriate qualitative and quantitative research; support the development of research-based personas

What we look for:

• Bachelor's degree or equivalent experience.
• Demonstrated experience in customer-facing roles that involved the execution of activities to meet customer needs
• Experience in academic/scientific publishing is a strong plus
• Strong understanding of and personal experience with qualitative and quantitative research methodologies
• Experience managing complex projects across functional areas
• A working knowledge of tools used for insights development, such as:
  • MarTech tools such as Adobe Analytics, Adobe Campaign
  • project management tools such as Workfront and Mural
  • data management tools such as BI
  • research tools such as Pendo and Qualtrics
  • human-centered design methods

• Strong written and interpersonal skills; ability to inform and persuade; story-telling

About Wiley:

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for UK, Canada and USA based roles.

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Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.