Part of LSEG’s strategy to deliver a differentiated customer experience relies on building a full suite of digital user journeys to accelerate value delivery, to alleviate Customer Success Manager capacity for focus on higher value activities, and to unify our efforts across teams to ensure a customer-centric focus. If you’re looking to play a key part in execution of a large-scale roll-out of digital capabilities, this is an exciting role for you!
Role Overview
You will be responsible for the end-to-end implementation, technical execution, and continuous fine-tuning of digital journeys to improve our customer's experience. This pivotal role requires proficiency of Gainsight CS & PX, deep knowledge of Journey Orchestrator, and experience driving scaled digital customer success programs. Teamwork is fundamental to success in this role as you will partner closely with Digital Journey Managers and operate in partnership with our Customer Success technology platform team. There will be ample opportunity to collaborate with a variety of people across Customer Success, Marketing, Product, and Frontline Support teams as we work to unify the customer experience and ensure they reach their desired outcomes seamlessly.
Key Responsibilities
Digital Journey Execution: Gather data and technology requirements and build and perfect digital user journeys aligned with business objectives and customer needs.
Data & Technology Partnership: Partner with the Customer Success technology platform team to ensure current and future data and technology requirements are well understood, providing clarity on needs and advise Digital Journey Managers on how to best deliver the desired journey outcomes.
Become a Customer & Usage Data SME: Deeply understand our customer and product usage data to advise on how to effectively deploy digital journeys.
Build for Scale: Take a long-term view to your work by thoughtfully organizing digital journeys to minimize repetitive work, optimize for speed of delivery, and ease of continuous improvement.
Create an Analytical Infrastructure: Partner to deliver actionable visualizations of critical customer metrics for Customer Success and Customer Learning Manager consumption.
Marketing Collaboration: Ensure close alignment with Marketing to embed LSEG brand standards into relevant customer-facing material.
Conscious of Risk & Compliance: Help adhere to relevant Risk, Compliance, and Data Privacy teams’ guidance by providing clarity of data and technology use cases.
Desired Qualifications
Bachelor’s degree or equivalent experience in a technical field.
Experience: Noteworthy background in Customer Success, digital customer/user experience, digital marketing, or related roles with understanding of user journey design and Customer Success principles.
Platform Expertise: Experience working with a Gainsight + Salesforce CS platform model are a must. Gainsight and Salesforce Administration Certifications are strongly desirable.
Strong Executor: Successful track record of implementing a significant roll-out of digital journey capabilities while maintaining a highly organized approach to delivery.
Detail Oriented: You take pride in your high-quality standards of work and have a keen eye for detail.
Outstanding Collaborator: Successful track record of purposefully collaborating and clearly communicating cross-functionally with technical teams, individual contributors and senior leaders.
Adaptable Mentality: Resourceful problem-solver who takes initiative to get things done and is comfortable operating in a constantly evolving environment.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.
Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.