Director, Customer Education Strategy

Director, Customer Education Strategy

Do you have experience designing and leading customer-facing learning strategies across global markets?

Can you own and excel in the end-to-end strategy, design, and execution of a centralized customer education ecosystem?

About Our Team

Elsevier is a global information analytics company that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity. We serve the research, academic and clinical communities through the application of technology and analytics to content. In this way, we empower those communities to contribute to social progress, to enhance human well-being and to share and expand the breadth of human knowledge.

About The Role

We are seeking a strategic and hands-on Director of Customer Education Strategy to lead the transformation of our educational experience across the A&G solutions portfolio. This leader will own the end-to-end strategy, design, and execution of a centralized customer education ecosystem—driving engagement, satisfaction, and product adoption through scalable, self-service-first education.

This is a key leadership role aligned to Elsevier’s customer-first mission. You will work across functions—Product, Customer Success, Marketing, Technology, and Localization—to deliver a best-in-class education portal and programs that enable customer growth, deepen loyalty, and enhance the overall experience. This role reports to the SVP, Customer Success.

Responsibilities

• Leading the design and rollout of a centralized customer education strategy for Research Intelligence.
• Translating business case goals into a roadmap with KPIs, phased rollout, and organizational milestones.
• Championing a customer-first philosophy and self-service mindset in all education initiatives.
• Conducting a comprehensive inventory of existing education content across platforms and teams.
• Developing a framework to assess, consolidate, and update learning assets for clarity, currency, and customer impact.
• Creating sustainable governance processes to maintain content quality, version control, and cross-functional contribution.
• Defining an intuitive, centralized structure that improves discoverability and supports scalable access across customer segments.
• Overseeing the creation of effective, engaging, and scalable educational content, in partnership with SMEs and other product specialists.
• Rationalizing and simplify existing materials across platforms (Docebo, BigMarker, Canvas, YouTube, etc.).
• Ensuring certification pathways, webinars, and localized content are integrated and high impact.
• Aligning internal stakeholders across Product, CS, Marketing, and Sales to support unified learning experiences.
• Engaging localization teams to prioritize multilingual, regionally-relevant materials.
• Partnering with internal A&G teams to unlock and connect product-based expertise into the broader ecosystem.
• Define and track success metrics (NPS, CSAT, usage rates, completion rates, translation impact).
• Establishing structured feedback loops to improve assets with customer insights and evolve content and delivery methods accordingly.
• Driving continuous learning innovation to stay ahead of customer expectations and market trends.

Ideal Candidate Profile

• Have 10+ years in customer education, enablement, or customer success roles—ideally within B2B SaaS or publishing/edtech sectors.
• Experience designing and leading customer-facing learning strategies across global markets.
• Have familiarity with various technology including LMS platforms, content design tools, webinar tech, and learning analytics.
• Able to lead content audits, consolidate scattered knowledge bases, and streamline customer-facing materials.
• Display exceptional project management skills and ability to build realistic plans.
• Have prior experience working in global markets.
• Possess excellent cross-functional leadership and stakeholder management.
• Are customer-obsessed with an intuitive grasp of UX and educational design.
• Able to navigate ambiguity and building from the ground up.
• Experience with communication and influence at the VP/SVP level.
• Are a strategic thinker with hands-on execution skills.

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 and study assistance, we will help you meet your immediate responsibilities and your long-term goals.

• Working flexible hours - flexing the times w