Job
Description
As the accountable individual for Analytics Customer Support, you will lead a customer-facing team of managers and subject matter experts in analytics workflows and technology. Your ideal profile includes extensive experience in people leadership, as well as knowledge in fixed income instruments, analytics, models, benchmarking, and customer workflows. The successful candidate will possess qualities such as drive, adaptability, confidence, and a proven ability to thrive in a transformative environment where change is constant. Your primary objectives in this role will be to develop strategies that enhance team productivity, collaboration, and efficiency while maintaining high morale and job satisfaction. You will be responsible for establishing standardized processes and best practices to ensure consistent, high-quality interactions with customers. Additionally, tracking and analyzing performance indicators to identify areas for improvement and implementing data-driven solutions will be crucial aspects of your responsibilities. Key responsibilities will include setting the strategic direction for the Analytics Customer Support function in alignment with company goals, fostering a culture of accountability and performance excellence, and making data-driven decisions to optimize support processes and customer experience. You will also be expected to drive innovation, invest in talent development, and lead with a customer-first mindset, inspiring your teams to deliver exceptional service. Collaboration with other departments such as Product and Marketing to address customer pain points and align support strategies with company goals is essential. You will act as the voice of the customer, sharing insights on customer pain points, trends, and opportunities for product or service improvement. Furthermore, you will influence policy and process changes that enhance both customer and agent experiences and drive customer support's strategic alignment with company-wide initiatives. To excel in this role, you should have at least 5 years of combined experience in analytics workflows, customer support operations, service management, or customer success. Experience as a People Leader with a proven record of attracting, developing, and retaining talent is highly desirable. Additionally, possessing skills and behaviors such as dealing with ambiguity, creating purpose, agility in decision-making, and emotional intelligence will be key to your success. In return, London Stock Exchange Group (LSEG) offers a dynamic work environment where individuality is valued, and employees are encouraged to bring their true selves to work. You will be part of a collaborative and creative culture that values new ideas and is committed to sustainability across the global business. LSEG provides a range of benefits and support, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives. If you are passionate about driving financial stability, empowering economies, and enabling sustainable growth, this role at LSEG could be the perfect opportunity for you. Join us in our mission to accelerate the transition to net zero, support the growth of the green economy, and create inclusive economic opportunities.,
