Lead, Insight & Decision Support, Customer Support

Lead - Customer Support Insight & Decision Support

This Lead position within Performance Office, Insight & Decision Support is dedicated to Customer Support Teams, developing a thorough understanding of these groups and serving as a consultative partner for the Performance & Insights team. As one of two Leads, the role is responsible for aligning objectives, initiatives, and processes with relevant operational performance metrics and targets, as well as identifying analytical needs to provide insights for potential improvements. Strong interpersonal and communication skills are essential, as the role involves working closely with senior divisional stakeholders and colleagues in Performance Metric Office, Customer Operations and Operational Excellence.

Responsibilities / Accountabilities:

• Work as part of a team with the other Support-focused Leads and division leaders to build a deep understanding of the team's objectives, business processes, capabilities and requirements
• Align performance metrics/success measures to those objectives, providing governance around performance targets where applicable.
• Lead the Support Experience Score Methodology by integrating operational customer touchpoints, customer communications, and addressing customer issues in line with their expectations.
• 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, providing context/commentary on performance/trends reported.
• Present insights and recommendations to Business Delivery teams and facilitate agreement for solution selection and implementation.
• Lead the KPI discovery by setting up the right KPIs/Metric to measure success for Transformation Programs or any key projects.

Qualifications/Capabilities:

• Candidate must possess at least a Bachelor's/College Degree, any field
• 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

London Stock Exchange Group (LSEG) Information: Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you. 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 values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. 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. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.