Global Customer Operations Strategy & Experimentation Leader

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (www.relx.com), a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles (https://stories.relx.com/responsible-ai-principles/index.html).

About the Role

The Global Customer Operations (GCO) Strategy & Experimentation Leader is a hybrid strategist, innovator, and operator who transforms ideas into scalable impact. Reporting to the Head of GCO Strategy and working closely with the SVP of Global Customer Operations, this role defines the future of how GCO operates, driving strategic planning, AI-powered experimentation, and rapid execution to deliver measurable business outcomes.
This leader will architect an AI-ready, future-proof Customer Operations organization that learns fast, scales what works, and continuously reimagines how we deliver value for customers.

Responsibilities

• Partner with GCO leadership to define the 3- to 5-year roadmap and shape the organization’s transformation journey.

• Drive alignment between enterprise strategy, customer needs, and operational excellence.

• Provide executive-level insights, business cases, and scenario modeling to guide strategic investments and innovation priorities.

• Lead a test-and-learn culture across GCO, designing and executing experiments that validate strategy through data and customer outcomes.

• Rapidly design, launch, and scale pilots — pressure-testing ideas to identify what works, pivot what doesn’t, and accelerate proven solutions.

• Build repeatable experimentation frameworks and playbooks that enable speed, rigor, and learning across global teams.

• Partner with HR and leadership to evolve GCO’s organizational design, talent strategy, and upskilling roadmap for an AI-fluent future.

• Identify skill gaps and lead AI-driven capability development programs across all GCO functions.

• Translate strategy into execution, aligning cross-functional stakeholders and ensuring initiatives deliver measurable business impact.

• Champion change management, communication, and storytelling that connect strategy to action.

• Accelerate AI adoption, experimentation, and digital transformation to scale innovation from concept to impact.

Requirements

• Have proven experience in customer operations, strategy, product management, or innovation-focused roles.

• Have proven success designing and executing strategic initiatives and experiments with measurable ROI.

• Have strong analytical, storytelling, and executive communication skills.

• Have an understanding of experience with organizational design, capability building, and digital transformation.

• Have a global mindset and track record of influencing across matrixed, cross-functional teams.

Preferred Qualifications

• Proven record using data, automation, and AI tools to drive measurable business results.

• Deep curiosity about emerging technologies and expertise in integrating generative AI, predictive analytics, and automation into business strategy.

• Strong understanding of human–AI collaboration and experience leading AI adoption or experimentation frameworks.

• Demonstrated ability to evaluate, pilot, and scale AI-enabled solutions.

• Bias for rapid action and comfort with ambiguity; able to move seamlessly from ideation to test to scale in an AI-accelerated environment.

Work in a Way that Works for You

We promote a healthy work/life balance across the organization. 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.

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.