Frontiers Media S.A.

Customer Experience Strategist

We are on a mission to make science open so everyone can live healthy lives on a healthy planet

Who we are

Frontiers is an award-winning open science platform and leading open access scholarly publisher.

We are one of the largest and most cited publishers globally. To date, our 200,000 freely available research articles have received more than 1 billion views and downloads and 2 million citations.

Our journals span science, health, humanities and social sciences, engineering, and sustainability. And we continue to expand into new academic disciplines so more researchers can publish open access.

Be part of the publishing revolution and help us transform the way research is published, evaluated, and communicated to the world.

Job role and responsibilities :

Frontiers is a global academic publisher that does things differently. In our new customer experience management unit we are looking for a principal strategist to drive our customer experience vision and strategy.

In this role, you'll be responsible for leading Frontiers' transformation towards a customer experience vision on a strategic level.

To do that, you take charge of our customer experience vision and strategy. You design, execute and update it with leadership and other stakeholders across the company, and lead the transformational program.

You're a thought leader inside and outside the company. Your main partners are senior leadership, who you will consult and coach in customer experience management.

You'll be at home in the customer experience management division, but are working independently across all of Frontiers divisions.

Minimum requirements :

6+ years of experience transforming companies towards customer experience management

6+ years of experience in customer experience management

3+ years of experience in managing large programs of change across business divisions

Demonstrated thought-leadership for customer experience and customer experience management

Excellent stakeholders management on C-level

Customer-centric mindset and toolset

Excellent strategic understanding of customer experience

English (excellent communication written and oral)

Desirable :

Experience in academia and research communities

Degree in service design, human-centered design or similar

Experience in customer journey management


With more than 50 nationalities represented in our global team, you will work regularly with teammates in other countries, and with our community of researchers, editors, and authors from around the globe.

Our mission to create solutions for healthy lives also extends to the working environment we provide for our employees.

This includes : 100% remote working

100% remote working

Employees now have the flexibility to choose where they want to work, with remote working available on a part- or full-time basis (not applicable to some Workplace / IT jobs due to nature of rolerequiring presence onsite, in the office).

Learning and development

All employees have access to LinkedIn Learning (and Pluralsight for our technology team), an annual personal learning budget, and dedicated L&D time.


We offer free online yoga classes, an employee assistance plan, access to the Headspace app, and four wellbeing days on top of your annual leave allowance.

Volunteering opportunities

Employees can dedicate three days each year to volunteer for a personal cause or through our volunteering partner platform, Alaya.

Frontiers actively embraces diversity and is a safe and welcoming workplace. Recruitment is free from discrimination including based on race, national or ethnic origin, age, religion, disability, sex, gender identity or sexual orientation.

With over 600 employees from more than 50 different nations, our diversity creates vibrant teams and constantly challenges us to appreciate multiple perspectives.

Schon seit 18.11.2022

Geschlossen 18.02.2023


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