Functional Lead - Customer Implementation Services

FUNCTIONAL LEAD  - CUSTOMER IMPLEMENTATION SERVICES

PERFORMANCE & INSIGHTS  (OPERATIONS PERFORMANCE ENABLEMENT)

Working within Operations Performance Enablement, Performance & Insights team, this Functional Lead role is aligned to Customer Implementation Services (CIS), building a deep understanding of this group, and acting as a consultative partner on behalf of Performance & Insights team.

The role requires strong interpersonal and communication skills – working with senior CIS stakeholders, our colleagues in Operations Performance Enablement and Product Teams. Strong knowledge of ServiceNow, product upgrade and migration programs and Customer Implementation process is a must.

Responsibilities / Accountabilities

• Work as part of a team with the other Functional Leads and division leaders to build a deep understanding of the divisions’ objectives, business processes, capabilities and requirements
• Align performance metrics/success measures to those objectives, providing governance around performance/bonus targets where applicable.
• Facilitate Business Reviews and drive actions
• Identify analysis requirements (operational and performance data, voice of the customer, etc) to (a) understand the drivers of customer experience and (b) recommend potential improvements
• Partner with our colleagues in reporting to identify the right expertise to support each request & bringing them into the relevant scoping discussions
• Participate in the development of critical Customer Operations reporting – ELT report, Quarterly Reviews etc, providing context/commentary on performance/trends reported.
• Present insights and recommendations to Business Delivery teams and facilitate agreement for solution selection and implementation.
• Support strategic projects by providing data-driven recommendations and frameworks for decision-making.

Qualifications/Capabilities

• Candidate must possess at least a Bachelor's/College Degree, any field
• Strong understanding of customer implementation processes and key performance drivers.
• Working experience on ServiceNow data
• Familiarity with analytics, defining KPI/Metric measurements, data analysis and visualization
• Ability to work proactively, with strong interpersonal skills across all levels of staff
• Excellent verbal and written communication skills
• Knowledge of business processes and internal workflow of the specific delivery team is a distinct advantage
• Strong Microsoft office knowledge (excel, PowerPoint)
• Must be self-motivated, resourceful, dynamic (able to respond to changing priorities) and able to work with minimal supervision within a global team
• Must be prepared to work UK/US hours as and when required

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.

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