2 Journey Orchestrator Jobs

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.,

As part of LSEG's strategy to deliver a differentiated customer experience, there is a focus on building a full suite of digital user journeys to accelerate value delivery, alleviate Customer Success Manager capacity for higher value activities, and unify efforts across teams for a customer-centric focus. If you are looking to play a key role in the execution of a large-scale roll-out of digital capabilities, this exciting opportunity might be right for you! In this role, you will be responsible for end-to-end implementation, technical execution, and continuous fine-tuning of digital journeys to enhance the customer experience. Proficiency in Gainsight CS & PX, deep knowledge of Journey Orchestrator, and experience in driving scaled digital customer success programs are essential for this pivotal role. Collaboration is key as you will closely partner with Digital Journey Managers and work in tandem with the Customer Success technology platform team. This role offers ample opportunities for collaboration across various teams such as Customer Success, Marketing, Product, and Frontline Support to ensure a seamless customer experience and successful outcomes. Key responsibilities include gathering data and technology requirements to build and optimize digital user journeys aligned with business objectives and customer needs. Partnering with the Customer Success technology platform team is crucial to ensure clarity on current and future data and technology requirements. Becoming a Customer & Usage Data Subject Matter Expert (SME) is important to effectively deploy digital journeys. Taking a long-term view, organizing digital journeys thoughtfully to minimize repetitive work, optimize delivery speed, and enable continuous improvement is also vital. Additionally, creating an analytical infrastructure to deliver actionable visualizations of critical customer metrics is part of the role, along with ensuring alignment with Marketing to embed LSEG brand standards into customer-facing material. Adherence to relevant Risk, Compliance, and Data Privacy guidelines is also a focus. Desired qualifications include a Bachelor's degree or equivalent experience in a technical field, a background in Customer Success, digital customer/user experience, digital marketing, or related roles, and experience with a Gainsight + Salesforce CS platform model. Strong execution skills, attention to detail, outstanding collaboration abilities, and an adaptable mentality are sought-after qualities. LSEG, a leading global financial markets infrastructure and data provider, is committed to driving financial stability, empowering economies, and enabling sustainable growth. The organizational culture is guided by values of Integrity, Partnership, Excellence, and Change. Working at LSEG means being part of a diverse and dynamic organization with a focus on sustainability and innovation. Employees are encouraged to contribute new ideas and play a role in supporting sustainable economic growth. LSEG offers a range of benefits and support, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives. If you are considering applying for a role at LSEG, please ensure you are aware of the privacy notice regarding personal information.,