Manager, Customer Experience Innovation Projects – Permanent - £58,000
Join us and be part of a mission-driven, independent publisher. You’ll work with a diverse group of people who share a passion for empowering researchers, educators, and institutions to shape the future.
About Sage:
Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely.
Our guaranteed independence means we’re free to:
Do more – supporting an equitable academic future, furthering disciplines that drive social change, and helping social and behavioural science make an impact
Work together – building lasting relationships, championing diverse perspectives, and co-creating resources to transform teaching and learning
Think long-term – experimenting, taking risks, and investing in new ideas
About our Team:
The Customer Experience & Innovation team sits at the heart of delivering outstanding service, ensuring customers receive efficient, consistent, and innovative support across every interaction. Working closely with Customer Service, Operations, Technology, Data & Analytics, Enablement teams, and external partners, the team builds solutions to improve processes, embed new technologies, enhance reporting, and drive operational excellence. Together, they balance day-to-day service delivery with change initiatives, helping the organisation adapt, innovate, and create better experiences for both customers and colleagues.
Could you be our new Manager, Customer Experience Innovation Projects ? Are you?
Experienced in leading projects, initiatives, or operational activities, while providing coaching, guidance, or mentoring that helps colleagues and teams succeed?
Highly organised, with the ability to create clarity and focus in a fast-paced environment while balancing customer, business, and team needs?
Skilled at balancing operational delivery, projects, and priorities, ensuring work is completed to a high standard and delivered on time?
Confident influencing and collaborating with stakeholders at all levels, building strong partnerships that drive alignment and positive business outcomes?
Someone who has successfully delivered change, transformation, automation, or technology-enabled improvement initiatives that create measurable value?
Comfortable using data, reporting, and business insights to make informed decisions, find opportunities, and mitigate operational risks?
An excellent communicator who can simplify technical information, facilitate learning, and contribute to the effective introduction of new processes and technologies?
A structured problem-solver who can identify root causes, navigate challenges with confidence, and implement effective, sustainable solutions?
Your new role:
You will play a pivotal role in ensuring the successful delivery and continuous evolution of our Customer Experience function. Combining people leadership with operational oversight, you'll help shape how work is prioritised, delivered, measured, and improved. Working in partnership with the Customer Experience Enablement Manager, you'll lead a dedicated team, champion innovation, support the adoption of new technologies and processes, and ensure projects transition seamlessly into business-as-usual operations.
This is an opportunity to make a tangible impact by improving customer outcomes, strengthening team capability, and helping build scalable, future-focused ways of working.
Lead and develop a high-performing Customer Experience Innovation team of Project Analysts, Reporting Analyst, and System Analyst, creating an environment where people can grow, succeed, and contribute their best work.
Partner with the Director of Customer Experience and Innovation to understand strategic priorities, ensuring operational, project, and after care activities are prioritised and delivered to agreed timelines, quality standards, and business objectives.
Drive the successful implementation of new technologies, systems, and processes, helping teams embrace change and realise measurable benefits.
Build consistent, scalable ways of working that improve efficiency, quality, accountability, and service performance.
Monitor delivery quality, identify operational risks and capacity challenges, and take proactive action to maintain high standards.
Partner with stakeholders across Customer Service, Technology, Operations, and external vendors to resolve issues, improve processes, and strengthen collaboration.
Provide clear visibility of project progress, risks, dependencies, and outcomes, ensuring initiatives are delivered successfully and sustainably.
Act as a trusted operational lead, supporting the transition of new solutions into business-as-usual ownership while continuously finding opportunities for innovation and improvement.
Overview of benefits:
25 days annual leave (plus bank holidays) with 2 additional floating personal days.
Hybrid working up to 2 days per week in office and a home working allowance.
Life assurance, income protection, and travel insurance.
Private medical cover and access to the company doctor.
Tuition scheme and support for pursuing professional qualifications, including access to Sage books and journals.
Variety of snacks and beverages available in the office.
Healthy lifestyle reimbursement and anniversary trips.
Access to Company loans (season ticket loan, rental deposit loan, cycle loan).
We’re a Disability Confident Employer (Level 1). If you’d like to apply under this scheme, please let us know in your application.
We’re committed to making our recruitment process accessible and inclusive. If you’d like to request reasonable adjustments, please email [email protected]. Please note we only accept applications via email if an adjustment has been agreed.
Closing date for applications: Friday 14th August 2026
To ensure we can give each application the attention it deserves, we may consider bringing the closing date forward. Therefore, we encourage you to submit your application as soon as possible to ensure it is considered.
Diversity, Equity, and Inclusion
At Sage, we are committed to building a diverse and inclusive team and to sustaining a culture that celebrates diversity, encourages authenticity, and builds a deep sense of belonging. We encourage applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, colour, race, nationality, ethnic or national origin, religion, or belief as crafting value through diversity is what makes us strong.
