Digital Journey Manager Risk Intelligence

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 aligned to our Risk Intelligence business.
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 our Risk Intelligence users' needs by engaging directly with Customer Success Managers, Customer 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 automation technology, particularly Gainsight's Journey Orchestrator functionality.
Financial Markets Knowledge:
Good understanding of and a keen curiosity about financial markets and the critical role sound KYC and third-party due diligence processes have in maintaining 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.
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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