Senior Associate, Client Experience

Position Summary

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 Senior Associate, Client Experience is a key client-facing position which leverages knowledge of FTSE Russell products and the index investing ecosystem to enhance relationships with our clients. They are responsible for developing and maintaining long-term relationships with a defined APAC client base ensuring a high level of client satisfaction. They will collaborate with Index Sales and Account Management to generate new business whilst also playing a key part in retention of existing clients. As a client advocate, they must provide actionable client feedback to improve FTSE Russell products and services, ultimately strengthening client relationship. This role has no commercial responsibilities or targets.

Role Responsibilities

• Lead and supervise a team of client experience associates while ensuring the highest level of service to internal and external clients.

• Ongoing monitoring of team performance to ensure client expectations are exceeded. Identify and implement training and development plans across the team in line with the overall performance goals.

• Ensure adherence to the necessary regulatory and audit controls in conjunction with the other regional teams.

• Collaboration with key internal stakeholders to ensure alignment and resourcing on client impacting projects and initiatives.

• Serve as the SME and primary point of contact for your assigned clients in APAC, fostering strong relationships and taking pride in providing a positive client experience.

• Oversee the timely handling of inbound client queries on licensed data products and services in a professional and accurate manner, meeting their SLAs.

• Build and nurture long-term relationships with key clients, expanding FTSE Russell’s presence across the whole organisation.

• Proactively engage with clients to understand their challenges and strategic priorities, and track progress towards their goals.

• Analyse customer health scores, engagement levels and usage to proactively address and identify opportunities for retention and growth.

• Oversee client onboarding and associated training for your clients and take the lead in ensuring the client experience team follow best practises for client onboarding, training and, where applicable, offboarding.

• Ensure the timely and accurate execution of the entitlements process for new and existing clients via various data distribution platforms.

• Key Performance indicators include client scorecards, Net Promoter Score (NPS), client complaints, escalations, mean time to resolution (MTTR), service improvements and retention.

• Ensure timely and accurate updates to CRM (Salesforce) for renewals, client interactions, and other related client details.

• Coordinate regular and bespoke reporting requirements for both internal and external stakeholders.

Skills & Experience Required

• Previous experience in a client-facing role and with managing teams and fostering career development.

• Previous experience with Index and Benchmark products.

• Working knowledge of Index methodology.

• Understanding of the Index and Benchmark business and how our clients use our products and services.

• Experience working cross-functionally with Sales, Product, and Legal teams.

• Excellent communication and presentation (verbal and written) skills.

• Ability to distil, summarise, interpret and communicate information.

• Superior customer relationship management skills, proven ability to develop multiple level of relationships within an account of a strategic nature.

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

• Create new Knowledge Base articles for both internal and external use.

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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