Director of Service Design and Research

About our Team:

Elsevier’s Academic & Government (A&G) is committed to advancing research, education, and institutional success through intelligent, purpose-driven technology and analytics. Our solutions support the full research and education lifecycle, helping universities, colleges, funders, and governments navigate complexity, demonstrate impact, and drive meaningful outcomes.

About the Role:

The Service Design and Research Team is a strategic function within Elsevier Academic & Government’s UX team, focused on shaping user-centric experiences. The team provides critical insights into user behaviors, ensuring alignment with the evolving expectations of researchers, institutions, and policymakers.

Responsibilities:

• User and Business Insight: Develop a strategic approach to service design and research that balances business goals with user needs.

• Leadership and Team Development: Lead a high-performing user research and service design team, promoting continuous learning.

• Service Design: Oversee the development of service design frameworks that drive cohesive, end-to-end customer experiences.

• Data-Driven Decision Making: Lead research initiatives providing qualitative and quantitative insights.

• Stakeholder Engagement and Influence: Advocate for research and service design at the executive level.

• Technical and Operational Excellence: Implement scalable research operations to ensure efficiency.

Requirements:

• Strategic Thinking and Problem Solving: Develop solutions aligning with organizational goals.

• Service Design: Drive cohesive service experiences and connect touchpoints across portfolios.

• User Research and Insights: Oversee user research initiatives using various methodologies.

• Collaboration and Communication: Foster collaboration across teams and functions.

• Leadership and Influence: Inspire teams and demonstrate thought leadership in research and service design.

Work in a way that works for you:

We promote a healthy work/life balance with wellbeing initiatives, shared parental leave, study assistance, and sabbaticals.

Working for you:

We offer generous holiday allowance, health screening, private medical benefits, and extensive learning and development resources.

About the business:

Elsevier is a global leader in information and analytics, supporting science and healthcare for a better world.

- Elsevier is an equal opportunity employer, committed to providing a fair and accessible hiring process.