Client Experience Analyst

The Client Experience Team sits within the Benchmark and Index Management division of FTSE Russell and is responsible for enhancing and maintaining a positive relationship with clients by ensuring their needs are met and their expectations are exceeded. The team is critical to creating a seamless and personalised experience, contribution to client satisfaction, retention and loyalty.

The Client Experience Analyst Team Lead is a critical role and the team is responsible for dealing with client enquiries across the range of data produced on a real-time and end of day basis. This encompasses the thousands of indices calculated daily, from global benchmarks to the primary domestic indicators, developed markets to frontier, and a growing range of thematic and alternative weighted indices. The Client Experience Analyst Team will work closely with the wider Client Experience Management team to provide a best in class service to our clients when it comes to handling enquiries that come in via email or our Client Service Portal – directing them to the right team or responding directly where appropriate.

The Client Experience Analyst Team Lead is a non-client facing position responsible for managing a team of client experience analysts. The Client Experience Team Lead is responsible for leading and developing a high-performing team while providing support and guidance to ensure the highest level of client service including taking ownership of inbound client queries, and ensuring that they are coordinated among internal teams, escalated as necessary, and dealt with in conjunction with SLAs and expectations. This role will look to Identify opportunities to improve the client and internal stakeholder experience

Responsibilities:

· Lead and mentor a team of Client Experience Analysts.

· Oversee the inbound client day to day queries on licensed data products and services.

· Define and monitor key performance metrics.

· Collaborate with key stakeholder teams to promote client issues, identify opportunities for streamlining processes and drive efficiency.

· Act as an escalation point for enquiries raised by the Client Experience Analysts.

· Coordinate regular and bespoke reporting requirements for both internal and external parties.

· Oversee the creation of new KnowledgeBase articles for both internal and external use. Set associate targets in line with volume and quality.

· Lead new initiatives and projects that impact the Client Experience team.

. Propose new opportunities to improve the regional and wider global team.

Skills & Experience:

Working knowledge of Financial Markets, previous experience in the industry preferred.

Leadership experience with focus on growing and developing teams.

Ability to work with limited supervision and excellent discipline.

Experience in a metric-driven environment.

Excellent verbal and written communication skills.

Highly organized and able to prioritize daily workloads while ensuring to work accurately and efficiently.

Handle difficult situations with tact and understanding.

Strong analytical and organizational skills.

Strong interpersonal skills.

Excellent attention to detail.

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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