Steve Carroll

About Steve Carroll

LexisNexis is transforming legal work with generative AI solutions for legal professionals. I build and lead teams for LexisNexis that a) evaluate and benchmark the performance of Gen AI and legal analytics products, b) track continuous feedback from the users of these products, c) track the feedback of employees that build and support them, d) conduct market studies that support marketing claims, thought leadership collateral & horizon scanning. Trusted partner and advisor to executive team and division leaders. Known for collaborative style and building relationships across organizations.

Experience

1. VP Customer Insights

   LexisNexis

   Oct 2009 — Present · New York, NY, US

   I lead teams and programs that 1) measure & track the performance of our Generative AI products (Human Relevance Testing), 2) evaluate our Generative AI and benchmarked performance (via SMEs), 3) continuously monitor the customer experience of all our legal AI & analytics products across the global business (NPS), 4) continuously track the employee engagement of our global RELX workforce, 5) track product penetration & user preferences across the markets we operate in (including thought leadership collateral around Generative AI in legal markets), and 5) support new product development in Gen AI through conjoint studies (ACA, ACBCA, Menu-based). This requires leading a multi-location team (including off-shored locations) across a matrixed organization.

Education

• University of Exeter

  BA, History

• Aston University

  MSc, Research into Business Management

Skills

• Product Management
• R
• Customer Insight
• Business Development
• Management
• Analytics
• Business Strategy
• Competitive Analysis
• Competitive Intelligence
• Marketing Strategy
• Project Management
• Strategic Partnerships
• New Business Development
• Net Promoter Score
• Market Research
• Strategy
• Qualitative Research
• Strategic Planning
• Quantitative Research
• Change Management
• Statistical Modeling