Director - Customer Support, Service Improvement

Position Summary

The Director - Customer Support, Service Improvement owns and delivers best-in-class and consistent Specialist Support across a business segment, having an excellent understanding of the business area and client value of products and services being supported.

Strategy

• Collaborate with customers to craft and implement short- and long-term Customer Support strategies.
• Lead pivotal initiatives to address business needs and drive interpersonal needs.
• Explore new functions and capabilities for Customer Support and propose reason/plan to implement to the Group Director of Customer Support and relevant collaborators.
• Continuously explore and promote new technologies that improve Customer Support workflows in lieu of building capacity to scale to future business.

Operations

• Oversee strategic operational programs/projects within customer support.
• Define and implement short- and long-term organizational goals which aligns to the DSO and GSOs
• Tackle problems observed within customer support through evidence-based approach and ensure clear correlation of success metrics.
• Act as escalation contact for Service Management concerns.
• Partner with Customer Support team members and Engineering to continuously improve the AI Tools used by staff.
• Perform any other function or task as advised by the Group Director of Customer Support.

People Management/Development

• Responsible for developing Senior Managers through mentor and people engagement activities such as team building, rewards and recognition.
• Conduct periodic and annual performance reviews for all direct reports, ensuring alignment to business objectives.

Desired Skills

• Critical Thinking
• Innovation and Change Attitude
• Governance and Accountability
• Problem Solving and Decision Making
• Customer Management and Communication
• Influence and Negotiation
• Resilience and Stress/Pressure Management Skills

LSEG is committed to encouraging a diverse, equitable, an inclusive work environment, ensuring equal opportunities for all employees, regardless of their background. We offer great employee benefits to make sure everyone performs to the best of their abilities. We offer a hybrid working model.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.