Customer Engagement – Senior Manager

at  LSEG London Stock Exchange Group

ABOUT US:

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It’s how we’ve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years.
Through a comprehensive suite of trusted financial market infrastructure services – and our open-access model – we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.
LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG’s ticker symbol is LSEG.

SKILLS AND EXPERIENCE:

• Strong leadership skills and experience managing people, with the ability to lead and develop a high-performing customer success team.
• Proven experience in customer experience management (5-7 years), with a focus on product customer facing programs and customer insights.
• Strong analytical skills and ability to translate data into actionable insights.
• Excellent communication and presentation skills, with the ability to effectively connect with customers at all levels.
• Experience in working with senior partnersto communicate the value of customer feedback and its impact on product development and innovation.
• Demonstrated ability to lead cross-functional teams and drive customer-centric initiatives.
• Experience in gathering, analyzing, and integrating customer feedback into the product development process to drive innovation and enhance product relevance.
• Experience in developing and implementing customer-centric strategies and initiatives that deliver unique value to customers.
• Experience in developing and implementing metrics to measure the impact of customer feedback on product development and innovation.
• Experience working in the financial services industry and a deep understanding of the unique needs and concerns of customers in this sector.

Your package when joining Gdynia Team:

• Wellbeing: monthly wellness allowance and employee assistance program
• Healthcare: private medical care with Medicover, premium package fully covered by employer
• Future: corporate pension plan supported by Fidelity International with additional 5% of base salary to invest in selected funds
• Recognition: promoting appreciation culture through global Reward and Recognition platform
• Referral: Bonus between 8,000 to 10,000 PLN for successful recommendation of a new colleague
• Development: e-learning platform, a range of workshops and international projects
• Onboarding: structured training and buddy support
• Information: access to real-time economic data through our flagship products Eikon and Workspace
• Diversity: inclusive culture with colleagues from over 40 countries with various age, gender, race and beliefs
• Charity: 2 additional days off for voluntary jobs
• Office: brand new, outstanding office located in 3T Park, Kazimierza Gorskiego Street in Gdynia
• Activities: sport teams, contests and social events to join

Proud to share LSEG in Poland is Great Place to Work certified (Feb ’24 – Feb ’25).
Learn more about life and purpose of our company directly from the Gdynia colleagues’ video:
https://www.lseg.com/en/careers/where-we-work/gdynia-poland
Follow us on Facebook, Carers at LSEG Gdynia
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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This role will report to the Head of Customer Engagement and will be accountable for implementing a comprehensive Voice of the Customer (VoC) program to gather and analyze feedback across touchpoints. This role will translate customer insights into actionable product development recommendations and establish regular reporting to share customer insights with collaborators, promoting customer-centric decision-making.
Key responsibilities include:
Implement a comprehensive Voice of the Customer (VoC) program to gather and analyze feedback across touchpoints. Translate customer insights into actionable product development recommendations. Establish regular reporting to share customer insights with partners, promoting customer-centric decision-making. Develop a closed-loop feedback system to communicate how customer input has influenced product improvements. Spearhead initiatives to address customer difficulties and enhance satisfaction. Leverage VoC insights for product innovation and customer satisfaction improvement. Collaborate with all workstreams and cross-functional teams to develop and implement customer-centric ‘One LSEG’ strategies and initiatives that drive customer satisfaction and loyalty. Develop strategies for customer growth and retention, and review customer feedback to prioritize feature requests. Work with the customer service teams and ensure the highest level of customer satisfaction by improving, developing and implementing customer service policies and procedures. Engage with clients to understand their needs and concerns, and lead the customer success team in developing policies and initiatives that deliver unique value to customers.