Customer Onboarding Specialist

About the Role

The Customer Onboarding Specialist plays a critical role in setting the foundation for long-term customer success at LexisNexis. As one of the first points of contact in the customer lifecycle, this role ensures customers experience a seamless, engaging, and value-driven introduction to LexisNexis solutions.

This position blends customer-centric engagement, digital and AI fluency, and operational excellence. The Customer Onboarding Specialist demonstrates North Star behaviors in every interaction, applies curiosity and learning agility to evolving tools and processes, and turns ambiguity into clear, actionable onboarding experiences that accelerate time-to-value. The role collaborates closely with cross-functional partners and contributes to continuous improvement initiatives that enhance customer experience at scale.

Key Responsibilities

Customer Experience & Onboarding Ownership

• Serve as the primary point of contact for customers during onboarding, owning the experience from initiation through successful completion.
• Deliver superior client service by actively listening, building rapport, setting clear expectations, and demonstrating ownership for outcomes in every customer interaction.
• Guide customers through a combination of live, digital, and self-service onboarding touchpoints tailored to customer needs and use cases.
• Diagnose and resolve customer issues using sound business judgment, data, and department tools, escalating when appropriate to ensure timely resolution.

AI Fluency & Digital Enablement

• Leverage automation tools, workflow platforms, and AI-assisted onboarding processes to streamline customer setup and reduce time-to-value.
• Use generative AI solutions to support content creation, analyze customer inquiries, and enhance onboarding documentation and knowledge resources.
• Monitor and optimize digital onboarding journeys, identifying friction points and recommending improvements to enhance customer engagement and adoption.
• Apply curiosity and a growth mindset to continuously learn and adopt emerging technologies that improve onboarding outcomes.

RLE: Collaborate to Deliver

• Partner cross-functionally with Sales, Customer Success, Product, Operations, and Support teams to deliver a cohesive and consistent onboarding experience.
• Communicate clearly and impactfully with internal stakeholders to align priorities, share insights, and improve onboarding workflows.
• Contribute to a positive team environment by proactively supporting peers, sharing best practices, and participating in team initiatives.

RLE: Drive Commercial Edge

• Support customer adoption and utilization goals that contribute to retention, satisfaction, and long-term value realization.
• Use onboarding analytics, dashboards, and performance data to track progress, measure engagement, and propose process enhancements.
• Balance customer needs with operational efficiency to deliver scalable, high-quality onboarding experiences.

RLE: Act with Agility

• Thrive in a fast-paced, evolving environment by adapting quickly to changing priorities, tools, products, and customer needs.
• Embrace ambiguity by turning incomplete or evolving information into clear next steps and structured onboarding plans.
• Manage complexity across multiple customers and workflows while maintaining accuracy, quality, and momentum.

Professional Impact & Growth

• Serve as a role model for professionalism, continuous improvement, and alignment with LexisNexis and RELX values.
• Contribute ideas and insights that help evolve onboarding processes, digital journeys, and automation capabilities.
• Participate in innovation initiatives focused on improving customer experience through technology, data, and AI.

What’s in This Role for You

• Opportunity to work for a leading global organization at the forefront of content and technology solutions.
• A dynamic, collaborative role partnering with cross-functional teams across Customer Experience, Product, and Operations
• Hands-on involvement in innovation initiatives involving automation, digital onboarding journeys, and generative AI.
• Flexible working conditions with opportunities for remote or hybrid work (role dependent).
• Clear career pathways within onboarding, customer success, digital operations, and process optimization.

Qualifications & Capabilities

• Bachelor’s degree or equivalent relevant work experience.
• Strong communication skills with a professional, customer-centric approach.
• Demonstrated ability to adapt quickly, learn fast, and perform effectively in changing environments.
• Detail-oriented with the ability to follow structured processes while contributing to continuous improvement.
• Strong time-management and organizational skills with the ability to manage multiple onboarding activities simultaneously.
• Proficiency in Microsoft Office tools (Word, Excel, PowerPoint, Outlook).
• Experience with CRM systems; familiarity with workflow automation or digital onboarding platforms is a plus.
• Interest or experience in applying generative AI tools for content creation, analysis, or customer engagement.
• Strong problem-solving skills and commitment to resolving customer issues efficiently and effectively.
• Ability to build trust, foster positive relationships, and work effectively within a complex, matrixed environment.

What Success Looks Like

• Customers experience a confident, engaging onboarding journey that accelerates adoption and time-to-value.
• North Star behaviors and RLE capabilities are consistently demonstrated in customer and internal interactions.
• Digital tools, automation, and AI are effectively leveraged to improve efficiency, quality, and scalability.
• The onboarding team continuously improves, learns, and evolves to meet changing customer and business needs.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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