Job
Description
As part of LSEG's strategy to deliver a differentiated customer experience, the focus is on building a comprehensive suite of digital user journeys to accelerate value delivery, alleviate Customer Success Manager capacity for higher value activities, and ensure a customer-centric focus. If you are seeking an opportunity to play a key role in the execution of a large-scale roll-out of digital capabilities, this role offers an exciting opportunity for you! You will be entrusted with the responsibility of overseeing the end-to-end implementation, technical execution, and continuous enhancement of digital journeys to enhance our customer's experience. This critical role necessitates proficiency in Gainsight CS & PX, a deep understanding of Journey Orchestrator, and experience in driving scaled digital customer success programs. Collaboration is essential for success in this role as you will closely partner with Digital Journey Managers and work in conjunction with our Customer Success technology platform team. There will be ample opportunities to collaborate with various teams across Customer Success, Marketing, Product, and Frontline Support to ensure a unified customer experience and seamless achievement of desired outcomes. Key Responsibilities: - Digital Journey Execution: Gather data and technology requirements, and develop digital user journeys aligned with business objectives and customer needs. - Data & Technology Partnership: Collaborate with the Customer Success technology platform team to ensure a clear understanding of current and future data and technology requirements, guiding Digital Journey Managers on delivering desired journey outcomes effectively. - Become a Customer & Usage Data SME: Gain in-depth insights into customer and product usage data to provide guidance on the effective deployment of digital journeys. - Build for Scale: Strategically organize digital journeys to minimize repetitive work, optimize delivery speed, and facilitate continuous improvement. - Create an Analytical Infrastructure: Partner to deliver actionable visualizations of critical customer metrics for consumption by Customer Success and Customer Learning Managers. - Marketing Collaboration: Ensure alignment with Marketing to integrate LSEG brand standards into relevant customer-facing material. - Conscious of Risk & Compliance: Assist in adhering to guidance from Risk, Compliance, and Data Privacy teams by providing clarity on data and technology use cases. Desired Qualifications: - Bachelor's degree or equivalent experience in a technical field. - Experience: Strong background in Customer Success, digital customer/user experience, digital marketing, or related roles with an understanding of user journey design and Customer Success principles. - Platform Expertise: Proficiency in working with a Gainsight + Salesforce CS platform model is a must. Gainsight and Salesforce Administration Certifications are highly desirable. - Strong Executor: Demonstrated success in implementing significant roll-outs of digital journey capabilities while maintaining a highly organized approach to delivery. - Detail Oriented: Uphold high-quality work standards with meticulous attention to detail. - Outstanding Collaborator: Proven ability to collaborate purposefully and communicate effectively cross-functionally with technical teams, individual contributors, and senior leaders. - Adaptable Mentality: Resourceful problem-solver who takes initiative and is comfortable operating in an ever-evolving environment. LSEG is a leading global financial markets infrastructure and data provider with a core purpose of driving financial stability, empowering economies, and enabling sustainable growth. Our values of Integrity, Partnership, Excellence, and Change guide our decision-making and actions every day, fostering a culture of collaboration and creativity. Join our dynamic organization and contribute to our mission of supporting sustainable economic growth through innovation and inclusivity. At LSEG, we value individuality and offer a supportive work environment with a focus on employee well-being and development.,
