Supplier and Customer Experience Specialist

RELX

Supplier and Customer Experience Specialist enhancing operations and customer satisfaction across health content management. Collaborating with teams and suppliers to drive performance improvements and ensure quality experiences.

Posted 4/17/2026full-timeChennai • 🇮🇳 IndiaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Improve supplier performance to meet HCM deliverables and OKRs by using metrics and feedback to drive corrective and preventative actions, and by implementing/monitoring performance improvements.
Ensure a positive customer experience across the content lifecycle by using quantitative and qualitative insights for data-led decisions, collaborating with HCM teams/suppliers/partners to resolve feedback, and overseeing accessibility governance across BAU (alt text, video accessibility, PDF tagging, ePub E300 standards, and metadata).
Monitor and improve supplier performance across workflows (quality, delivery, TAT, communication, project management, and customer experience), including day-to-day feedback management, escalation handling, and leading improvement projects.
Own supplier quality reporting and data integrity by interrogating monthly KPIs (e.g., SOC/CIC), contributing to quality framework assessments and action plans, partnering with Operations Analytics for accuracy, and maintaining the QuickBase Supplier Feedback Tracker (error rates, themes, actions, best practices).
Manage CX reporting and improvement via Scorecard 360 and ASAT/CSAT dashboards, customer insights, cross-HCM actions, and CX awareness/training.
Accessibility governance: Own end-to-end accessibility use-case management, partner with PMO/DNA/accessibility stakeholders and vendors to ensure compliance, drive quality assessments and improvements, and build dashboards/monitoring mechanisms.
Lead regular supplier discussions; maintain action logs, meeting notes, and project trackers; track and report action progress; coordinate with book specialists and SPOCs; and promote customer experience and supplier management across HCM through clear written and verbal communication.

Requirements

What you’ll need

University Graduate degree
4+ professional experience in publishing or relevant industry
Solid Understanding of quality and/or performance management principles
Experience of working with customers/end users delivering high quality services
Strong knowledge of MS Office
Basic knowledge in auditing and assessment processes
Qualifications in Lean methodologies
Demonstrated competency in project management
Accessibility workflow and supplier knowledge
Health Content Management relevant experience and knowledge

Benefits

Comp & perks

Comprehensive Health Insurance: Covers you, your immediate family, and parents.
Enhanced Health Insurance Options: Competitive rates negotiated by the company.
Group Life Insurance: Ensuring financial security for your loved ones.
Group Accident Insurance: Extra protection for accidental death and permanent disablement.
Flexible Working Arrangement: Achieve a harmonious work-life balance.
Employee Assistance Program: Access support for personal and work-related challenges.
Medical Screening: Your well-being is a top priority.
Modern Family Benefits: Maternity, paternity, and adoption support.
Long-Service Awards: Recognizing dedication and commitment.
New Baby Gift: Celebrating the joy of parenthood.
Subsidized Meals in Chennai: Enjoy delicious meals at discounted rates.
Various Paid Time Off: Take time off with Casual Leave, Sick Leave, Privilege Leave, Compassionate Leave, Special Sick Leave, and Gazetted Public Holidays.
Free Transport pick up and drop from the home -office - home (applies in Chennai)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

quality managementperformance managementproject managementauditing processesassessment processesLean methodologiesaccessibility governancedata analysisKPI monitoringcustomer experience management

Soft Skills

communicationcollaborationproblem-solvingleadershipfeedback managementorganizational skillscustomer servicetrainingaction trackingreporting

Certifications

Lean methodologies certification