Director, CSS Product Engagement

29 Mar 2018
17 Apr 2018
Contract Type
Full Time


At Pearson, we're committed to a world that's always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into a digital experience, we are always re-examining the way people learn best. We are bold thinkers and innovators who motivate each other to explore new frontiers in an environment that supports and inspires us. By pushing the boundaries of technology - and each other - we aim to be a catalyst for the world's innovations, personal and global, large and small.


The Director, CSS Product Engagement is responsible for defining and improving CX performance of our 'Current Generation' product portfolio, with a particular focus on reducing the key drivers of ongoing customer service and support activity. Key success criteria for this role include: driving CX improvement into all of Pearson Current Gen products; ensure CX remediations and backlogs are prioritized appropriately within global product teams; influence the executive community on the CX performance of their products, maintain two-way communications between Product owners/developers, the central CX team and in market sales teams. In addition this role will secure ongoing CX funding for special / complex projects, and evangelize a CX culture across all product teams.

General Responsibilities

As a direct report to the VP, Customer Experience, you will have the following accountabilities:

  • Work as part of Product and Platform management teams to understand customer needs and the strategic goals of Pearson's Current Gen products
  • Coordinate teams of Product Leads to drive an agenda to reduce the key causes of ongoing customer support costs across our Current Gen portfolio
  • Provide strategic and tactical CX guidance for product and service deployments across global product teams
  • Be a CX change leader for global product teams
  • Identify and track bug fixes and maintain cadence through RedZone
  • Establish and maintain effective working relationships throughout the company
  • Present information to large and small groups, and convey messages to both technical and non-technical audiences
  • Contribute to the development and maintenance of the overall Customer Experience vision, strategy, principles and standards
  • Embrace a culture of continuous service improvement and service excellence
  • Stay up to date on CX trends Key Success Criteria
  • CX state of Current Gen products measured through a formalized dashboarding process, including but not limited to the following KPIs
    • Incidents / registration
    • CSS spend % revenue
    • % of product improvements delivered - i.e. Extent to which CX Non Functional Requirements (NFRs) are implemented and tested for Current Gen products
  • Also the extent to which a CX culture and principles are adopted by product teams


Qualifications and Experience

  • An industry recognised CX professional (e.g. 10 years experience) with a proven contribution to digital platform development and product CX
  • Strong oral, written, and presentation abilities - able to convey benefits to all levels of the business, from C-level executives to operations and development teams;
  • Strong business acumen with the ability to build business cases for technology initiatives and to effectively communicate the value proposition to non-technical stakeholders
  • An established history of working in agile teams, including Scaled Agile Framework
  • Product user research experience in the education market
  • Demonstrated passion for providing customer satisfaction
  • Current knowledge of Pearson products and services available in the educational market

Competences and Behaviours

  • Customer orientated
  • Working within an international environment
  • Builds networks with customers, other team members and other relevant teams is essential
  • Very good communications, presentation and negotiations skills
  • Technically innovative
  • Encourages people to be open and share their views
  • Ability to use own initiative to solve technical problems
  • Delivery focused and takes responsibility for targets
  • Drives efficacy into all solutions delivered, demonstration clear and measurable results through the development of KPIs
  • Strive for standardisation and simplification in all aspects of work
  • Always cost conscious balancing the needs of the business against the provision of the best solutions possible

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.