Senior Manager, Customer Listening

Cross-Business Unit Coordination

• Create the connective tissue between customer insight teams running a cross-functional community of practice, setting shared standards, and synthesising cross-business findings that no individual BU team will naturally produce.
• Ensure the insight work happening across the organisation adds up to something greater than the sum of its parts, identifying patterns and implications that cut across segments.
• Facilitate knowledge sharing across BU insight teams, building collective capability and consistency in how customer data is collected, interpreted, and communicated.
• Coordinate with Data & Analytics to embed customer experience metrics into scalable dashboards and to ensure ABM and customer insight programmes are aligned.

What Success Looks Like

• Medallia is live, adopted, and generating reliable data — with leaders across the business using the dashboards to track and improve customer experience.
• Survey programmes run consistently each month, with stable response rates and data quality that enables meaningful trend analysis over time.
• Customer satisfaction scores and key insight findings are visible to senior leaders on an ongoing basis, not just at annual review points.
• A connected picture of the customer exists — combining VoC, win/loss, and BU-level insight — that senior leaders can trust and act on.
• BU insight teams operate with shared standards and contribute to a cross-Wiley customer view, not just their own segment.
• Wiley is measurably more customer-led: decisions are evidenced, insight is acted on, and customer focus is embedded in how the business operates.

Essential

Experience & Skills

• Proven track record of managing complex, multi-workstream programmes with multiple stakeholders — keeping delivery on track without owning all the technical components directly.
• Experience working with customer experience or research platforms (Medallia, Qualtrics, or similar), with strong platform governance and change management skills.
• Excellent stakeholder management and communication skills — able to translate data into clear narratives for senior audiences and maintain engagement across a complex organisation.
• Experience designing and running internal communications programmes or insight dissemination frameworks that drive genuine behaviour change, not just awareness.
• Comfortable working in a matrixed environment, influencing without direct authority and building relationships across business units and functions.
• Strong programme management instincts: structured, proactive, and able to anticipate and manage dependencies and risks before they become blockers.
• A genuine curiosity about customers and a conviction that customer insight should drive business decisions — not just inform them.

Desirable

• Experience with win/loss analysis programmes or platforms (e.g. Clozd) and the ability to integrate competitive and prospect insight with VoC data.
• Familiarity with ABM frameworks and the role customer insight plays in account prioritisation and engagement strategies.
• Experience running communities of practice or cross-functional working groups focused on customer or market insight.
• Background in B2B, SaaS, or publishing/information services, with an understanding of complex, multi-segment customer bases.
• Experience working with or commissioning research agencies, with the ability to manage vendors effectively and hold them accountable for quality and delivery.

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Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programming we facilitate a wide range of opportunities to foster community, learn, and grow.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania, or Spain. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies.

When applying, please attach your resume/CV to be considered.

Salary Range

58,400 GBP to 84,333 GBP