Customer Experience Lead (Fixed Term Contract)

Customer Experience Lead (Fixed Term Contract)

NB This is a fixed term contract for a minimum period of 12 months.

Oxford University Press is looking for a strategic and hands-on Customer Experience Lead to help us reimagine how learners, educators, Test Centres and institutions engage with our fast-growing English language assessment portfolio, including the Oxford Test of English.

This is a rare opportunity to lead transformation at the heart of a business on an ambitious growth journey. The role will shape and embed a unified customer experience strategy across every stage of the assessment lifecycle, from preparation and booking, to test day, results and recognition.

You will be responsible for defining our customer promise, mapping the end-to-end journey for test takers, Test Centres and Recognising Institutions, and identifying points of friction that hold us back. You'll then work across Product, Operations, Marketing, Technology, and Sales to embed the principles, tools and performance metrics that will deliver real change.

This is a senior, fixed-term role, reporting to the Director of Product & Innovation and working in close partnership with the Director of Global Operations in order to build the capability, ways of working and culture that will enable customer-first thinking to thrive after the role ends.

We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.

About You

To be successful in this role, you will ideally have/be:

• Proven leadership experience in customer experience, service design, or customer journey optimisation, ideally in an education, edtech, or B2C/B2B2C environment.
• Strong cross-functional working skills - able to align senior stakeholders and engage colleagues in Product, Ops, Marketing, Sales, and Tech.
• Demonstrated ability to turn customer insight into practical process or product improvements.
• Excellent communication and stakeholder management skills.
• Experience managing customer journeys across multiple platforms or suppliers which shape the end-to-end experience.
• Strategic thinker with a practical bias for action.
• Experience working with third-party platforms or within a matrixed delivery model.
• Familiarity with digital assessment or high-stakes testing environments (desirable)

We care about work/life balance here at OUP. With this in mind we offer 25 days' holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.

This role comes with the added benefit of private medical insurance and a management bonus.

Please see our Rewards and Recognition page for more information.

Please note this advert may be removed before the advertised end date, so we encourage you to apply as soon as possible.

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.