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Delighted customers, flexible hours – why working for Elsevier works for me

September 18, 2020 | 7 min read

By Nelly Lukwo

Nelly Lukwo is Reporting Lead for Customer Analytics, Global Customer Services at Elsevier.

From process mining to shorten customer wait time, to our mission to benefit humanity, “I absolutely love it here,” writes Nelly Lukwo.

About four years ago, I realized I needed a new job. I’d been with my previous employer for eight years and felt I’d exhausted all the possible roles I could fill. In short, the next adventure beckoned.

So I updated my CV, updated my LinkedIn profile and spent every other evening trawling through job websites. It didn’t take long before I found a job opening at Elsevier via LinkedIn. I thought it would be my dream job (it had my name written all over it, as they say).

It would have been a step down in terms of responsibilities, but it suited me as I was a part-time student at Oxford University. Being a part-time student meant I would require flexible working, and I was worried this may disqualify me for the role.

I did my research about Elsevier online, and frankly speaking, I came across some great reviews and other rather disparaging comments. It might sound cheesy, but one of the biggest reasons I wanted to work for Elsevier was its mission to help researchers and healthcare professionals advance science. Obviously, I understand that a business needs to make a profit, but the core of Elsevier’s mission is to benefit society, and that aligned with my own values. There was some negativity around open science, but since I joined, Elsevier has evolved in this area and continues to evolve.

Overall, I thought the company was doing some great work in publishing, research and science, so I applied for the role.

A few days later, I received a call from a very pleasant talent acquisition manager. An interview was arranged, and I enjoyed the interview process tremendously. I knew I could make something out of the role. So, I was offered the role with flexitime. Guess it confirms the adage, “Ask and you shall receive.” That flexitime really made a difference. My manager agreed that I could do five days in four.  This meant longer days Tuesdays through Friday, but it was a sacrifice I was willing to make so I could complete my degree.

Fast forward four years later, and you may ask, what are my thoughts about Elsevier now?

I absolutely love it here! I love my job and the people I work with. While my job is a layer removed from dealing directly with customers, the data we provide is invaluable in understanding and evaluating the customer experience. But what has given me more joy recently is how we’ve used customer service data to process mineopens in new tab/window in order expose issues in our processes. Improved processes mean improved waiting time for ours customers, leading to a delighted customer – which is our goal.

Beyond that, I still love that Elsevier’s main goal is to benefit humanity through advancing science, technology and health, whether we contribute directly or indirectly.

To summarize why I still work for Elsevier and why I will refer others to work for the organization:

  1. Work-life balance: I work my contracted hours without unnecessary extra hours. This is so liberating having come from a 50-hours-a-week environment. I get to do so much more outside work.

  2. Elsevier values: Elsevier is not only committed to giving back to humanity through the work it contributes to the world of science, but it also has an active charitable foundationopens in new tab/window that funds different initiatives, from women in science to partnering with DataKind to improving quality of life in the developing world. Not forgetting that all employees get two days off for RE Caresopens in new tab/window. You can imagine the impact of 8,100+ employees taking two days – that’s at least 567,000 hours back to the communities we live, whether in form of food banks, schools, DataDives etc.

  3. Great leadership and opportunities for growth: I have certainly been privileged to work for and with great leaders. It can be argued that motivation is innate, but it can be enhanced by outstanding leadership, which leads to opportunities.

  4. Access to highly talented colleagues: I have met and continue to meet great, friendly and highly skilled people at Elsevier. There’s always someone to help answer challenging queries or just chat with generally. We can’t and shouldn’t take this for granted.

  5. COVID-19 support for employees and partners: Elsevier has been highly supportive of everyone during the pandemic. We continue to make a meaningful contribution to society at large at this challenging time to accelerate the fight against coronavirus. Building on the Novel Coronavirus Information Center Elsevier colleagues set up at the start of the outbreak, we are now enabling full text and data mining of this important and growing body of knowledge through channels such as the NIH’s PubMed Central and the WHO database for free and without copyright limitations.

In conclusion, Elsevier is a great place to work, and I will encourage anyone within and outside my network to join us.


Headshot of Nelly Lukwo


Nelly Lukwo

Reporting Lead