Sarah Wilson
Norwich,Norfolk
Summary
Accomplished professional with focus on delivering successful customer outcomes through fostering long-term client relationships. Skilled in operations, people leadership and implementing customer-centric strategies to enhance user experience, and improve retention rates. Adept at leading high-performing teams with a focus on continuous improvement to achieve measurable results.
Overview
28
28
years of professional experience
1
1
Certificate
5911
5911
years of post-secondary education
Work History
Head of Customer Success
LexisNexis
London
04.2018 - 03.2025
- Leading Customer Success team to increase customer adoption and usage across our online solutions, supporting retention and upsell opportunities
- Currently working on digital product adoption strategy to increase customer reach
- Increased utility YoY (give %age inc)
- Increased CSATs YoY (give %age inc)
- Improved reporting at both team and individual level
- Improved use of data and metrics to drive continuous improvement (eg taking a more output driven approach to KPIs)
- Increasing use of AI tools to drive continuous improvement
Director of Major Works and Analytical Operations
LexisNexis
01.2015 - 04.2018
- Managed team of 40+, responsible for efficient creation, enrichment and maintenance of analytical content
- Drove process improvements, optimised workflow efficiency
- Identified and capitalised on growth opportunities in the market
- Managed negotiations with suppliers to secure savings
- Coordinated large scale projects with successful outcomes
Head of Analytical Content
LexisNexis
01.2014 - 01.2015
- Unified leadership of two Major Works teams saving $235k
- Expanded offshored E2E work package saving $275k
Publisher
LexisNexis
01.2010 - 01.2014
- Expanded leadership to the Tax editorial team
- Managed looseleaf portfolio with P&L responsibility
- Offshored E2E editorial work, saving $500k
- Partnered with authors, managed contracts and fees
Managing Editor
LexisNexis
01.2006 - 01.2010
- Managed editorial team to maximise productivity and reduce spend
Senior Editor
LexisNexis
01.1999 - 01.2006
- Editorial responsibility for portfolio of titles across all relevant media
Sub-editor
Barbour Index plc
Windsor
01.1997 - 01.1999
- Worked with customers to draft text for typesetting
- Managed CD product, produced weekly reports
- Drafted procedural manual to support BSi accreditation
Education
LLB (Hons) - Law
University of Birmingham
Birmingham 1993 - 1996
A-Levels - English Lit, Mathematics, Chemistry
Bullers Wood School
Chislehurst, Kent 1991 - 1993
GCSEs -
Bullers Wood School
Chislehurst, Kent 1986 - 1991
Skills
- Strategic planning and development
- Authentic people leadership
- Commercial and operational acumen
- Data driven decision-making
- Excellent communication
Certification
Qualified Mental Health First Aider
APM Project Management Qualification
Timeline
Head of Customer Success
LexisNexis
04.2018 - 03.2025
Director of Major Works and Analytical Operations
LexisNexis
01.2015 - 04.2018
Head of Analytical Content
LexisNexis
01.2014 - 01.2015
Publisher
LexisNexis
01.2010 - 01.2014
Managing Editor
LexisNexis
01.2006 - 01.2010
Senior Editor
LexisNexis
01.1999 - 01.2006
Sub-editor
Barbour Index plc
01.1997 - 01.1999
LLB (Hons) - Law
University of Birmingham
1993 - 1996
A-Levels - English Lit, Mathematics, Chemistry
Bullers Wood School
1991 - 1993
GCSEs -
Bullers Wood School
1986 - 1991
Affiliations
- Walking, sea swimming, gardening
Custom
- APM Project Management Qualification
- Ashridge Executive Education - Thought Leadership Programme
- Senior Leader Business & Financial Acumen Program
- Qualified Mental Health First Aider
- Lean Six Sigma Yellow Belt
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