Digital Journey Manager (Customer Experience)

Part of LSEG’s strategy to deliver a differentiated customer experience relies on building a full suite of digital user journeys to accelerate value delivery, to alleviate Customer Success Manager capacity to focus on higher value customer activities, and to unify our efforts across teams to ensure a singular customer focus is at the core of everything we do. If you have innate curiosity for creatively solving customer problems at-scale, this could be an exciting role for you!

Role Overview

You will be responsible for the end-to-end design, implementation, and optimization of digital journeys to improve the customer experience to one of our core businesses. This pivotal role requires deep focus on users’ desired outcomes, requiring you to define success metrics, analyze data, and drive continuous improvement of the digital journeys. Teamwork is fundamental to success in this role as you will partner closely with a variety of people across Customer Success, Technology, Marketing, Product, and Frontline Support teams to make our customers’ journey towards their desired outcomes seamless.

Key Responsibilities

• Digital Journey Ownership: Design, implement, and improve digital journeys that align with business objectives and customer needs.
• Partner to Unify the Customer Experience: Work closely with Customer Success, Product, Customer Support, Marketing, and Sales (eCommerce) to harmonize customer touchpoints and ensure a unified, customer-centric experience across all digital channels.
• Data & Technology Partnership: Partner with the Customer Success technology platform team to define current and future data & technology requirements, ensuring digital journeys are risk and compliance adherent, resilient, efficient, and measurable.
• User Community Focus: Deeply understand users’ needs by engaging directly with Customer Success Managers, Learning Managers, SMEs across LSEG, and directly with customers when the opportunity arises.
• Define Success Measurement: Establish and rigorously supervise critical metrics to assess digital journey effectiveness, grounded in customer impact.
• Iterative Improvement: Continuously gather and analyze customer experience related insights, translating findings into actionable improvements that drive customer satisfaction, engagement, and loyalty.

Desired Qualifications

• Experience: 4+ years in digital customer/user experience, digital marketing, or related roles with understanding of user journey design and Customer Success principles.
• Outstanding Collaborator: Successful track record of purposefully collaborating and connecting with technical teams, individual contributors and senior leaders.
• Technical Proficiency: Experience with digital marketing technology, particularly Gainsight’s Journey Orchestrator functionality.
• Financial Markets Knowledge: Understanding of and a keen curiosity about financial markets and the critical role LSEG plays in powering a healthy financial ecosystem.
• Data-Driven Focus: Strong analytical skills to interpret data and translate insights into actionable strategies and conclusive decision-making.
• Entrepreneurial Mentality: Resourceful, innovative problem-solver who approaches problems with curiosity and maintains sharp focus in a constantly evolving and fast-paced environment.

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.

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.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.

Read Full Description