Supplier and Customer Experience Specialist

Supplier and Customer Experience Specialist

Do you like collaborating across teams to deliver success for customers

Would you like to manage a diverse portfolio of supplier operations

About our Team

As part of Health Content Management (HCM) Central Capabilities, you will play a vital role in shaping the supplier and customer experience across our health content operations. Our team works closely with suppliers, Global Content Partners (GCP), and internal colleagues to ensure strong supplier performance, effective volume allocation, high-quality content, business continuity, and the successful delivery of automation and application projects.

We act as a bridge between HCM, Global Procurement, suppliers, and GCP, helping to align priorities, solve challenges, and drive improvements that benefit the delivery of health content. Collaboration, inclusivity, and knowledge sharing are at the heart of how we work, and we encourage autonomy and personal development to help team members thrive. Together, we are committed to delivering a consistent, high-quality experience for authors, editors, and suppliers.

About the Role:

Coordinates and integrates the flow of materials and information among suppliers, manufacturers, distributors and customers. Conducts and/or oversees strategic supply chain analysis. Identifies and recommends opportunities for improving efficiency, effectiveness and capabilities of the supply chain. Develops and implements supply chain designs, models, strategies and/or processes to improve the business. Developing professional role with working knowledge in own discipline, and broadens capabilities. Fully proficient in theories & processes. Typically follows prescribed guidelines or procedures to resolve problems. Works with a moderate level of guidance. Can train or mentor new colleagues.

Responsibilities:

• Improve supplier performance to meet HCM deliverables and OKRs by using metrics and feedback to drive corrective and preventative actions, and by implementing/monitoring performance improvements.

• Ensure a positive customer experience across the content lifecycle by using quantitative and qualitative insights for data-led decisions, collaborating with HCM teams/suppliers/partners to resolve feedback, and overseeing accessibility governance across BAU (alt text, video accessibility, PDF tagging, ePub E300 standards, and metadata).

• Monitor and improve supplier performance across workflows (quality, delivery, TAT, communication, project management, and customer experience), including day-to-day feedback management, escalation handling, and leading improvement projects.

• Own supplier quality reporting and data integrity by interrogating monthly KPIs (e.g., SOC/CIC), contributing to quality framework assessments and action plans, partnering with Operations Analytics for accuracy, and maintaining the QuickBase Supplier Feedback Tracker (error rates, themes, actions, best practices).

• Manage CX reporting and improvement via Scorecard 360 and ASAT/CSAT dashboards, customer insights, cross-HCM actions, and CX awareness/training.

• Accessibility governance: Own end-to-end accessibility use-case management, partner with PMO/DNA/accessibility stakeholders and vendors to ensure compliance, drive quality assessments and improvements, and build dashboards/monitoring mechanisms.

• Lead regular supplier discussions maintain action logs, meeting notes, and project trackers track and report action progress coordinate with book specialists and SPOCs and promote customer experience and supplier management across HCM through clear written and verbal communication.

• Manage CX reporting and improvement via Scorecard 360 and ASAT/CSAT dashboards, customer insights, cross-HCM actions, and CX awareness/training.

Requirements:

• University Graduate degree

• 4+ professional experience in publishing or relevant industry

• Solid Understanding of quality and/or performance management principles

• Experience of working with customers/end users delivering high quality services

• Strong knowledge of MS Office

• Basic knowledge in auditing and assessment processes Qualifications in Lean methodologies Demonstrated competency in project management

• Accessibility workflow and supplier knowledge

• Health Content Management relevant experience and knowledge

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 for you:

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
. Comprehensive Health Insurance: Covers you, your immediate family, and parents.
. Enhanced Health Insurance Options: Competitive rates negotiated by the company.
. Group Life Insurance: Ensuring financial security for your loved ones.
. Group Accident Insurance: Extra protection for accidental death and permanent disablement.
. Flexible Working Arrangement: Achieve a harmonious work-life balance.
. Employee Assistance Program: Access support for personal and work-related challenges.
. Medical Screening: Your well-being is a top priority.
. Modern Family Benefits: Maternity, paternity, and adoption support.
. Long-Service Awards: Recognizing dedication and commitment.
. New Baby Gift: Celebrating the joy of parenthood.
. Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
. Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
. Free Transport pick up and drop from the home -office - home (applies in Chennai)

About the business:

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice. What you do every day will help advance science and healthcare to advance human progress.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click to access benefits specific to your location.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our or please contact 1-855-833-5120.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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