ABOUT US: LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It's how we've contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services – and our open-access model – we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity. LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across EMEA, North America, Latin America and Asia Pacific. Our culture of connecting, creating opportunity and delivering excellence shape how we think, how we do things and how we help our people fulfil their potential. We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. As a global organisation spanning 70 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers. As the Customer Insights & Discovery Enablement Lead within Product Operations, you'll increase the product organisation's decision quality and speed by: Delivering high-impact B2B customer insight programmes end-to-end Building discovery capability across Product Managers through coaching, materials, and structured upskilling. Deliver high-impact customer insights (tactical + strategic)Lead mixed-method insight work end-to-end:problem framing method selection fieldwork synthesis recommendation activation. Segmentation & personas (needs-based, DMU/buying roles, ICP refinement)Win/Loss + deal insights (decision criteria, objections, competitor dynamics)Value proposition & messaging testing (positioning, proof points, differentiation)Lifecycle insights (adoption, renewal, churn drivers, expansion triggers)Journey insights (critical workflows and cross-functional pain points)Triangulate insights with internal signals: CRM themes, product usage, support/contact centre patterns, sales enablement feedback. Build a scalable discovery & insight capability across PMsInformal / lightweight enablementRun office hours and on-demand coaching: guides review, research plans critique, synthesis help. Join early discovery sessions as a "shadow coach" and provide targeted feedback (question quality, bias, probing, synthesis).Foundations Practitioner Advanced).Build a toolkit of standard assets: Discussion guide templates (discovery, concept, win/loss)Screener templates and recruiting best practiceConsent and privacy language (B2B contact handling)Note-taking and synthesis frameworks"Insight to action" recommendation templateDeliver periodic training sessions (e.g., sensitive customer escalations, high-stakes pricing decisions, regulated topics, executive customer interviews).Raise standards through consistent practices: ethics, consent, participant management, and insight storage. triage: quick-turn support, strategic programmes, enablement requests).Where relevant, manage vendor relationships: brief agencies, assess quality, ensure consistent outputs. Skills & Experience: Customer Research Expertise10+ years of customer research experience within large corporate B2B environments, ideally including Financial Services, FinTech, or related sectors. Proven track record to lead large, sophisticated research projects end-to-end across the full spectrum of qualitative and quantitative methodologies. Product & Strategic Research AlignmentAble to collaboate closely with product management teams. Tools & MethodologiesFamiliarity with modern research tools supporting Qual and Quant methods (e.g., Vendor management experience, including commissioning and overseeing research delivered by third‐party agencies. Leadership & CollaborationExperience leading, coaching, and developing others in customer research and discovery skills. Research Operations & Process ExcellenceAbility to create, improve, and iterate research operations, including templates, repositories, and governance. Experience building insights repositories and establishing research standards. Highly organisedEducationBachelor's degree (or equivalent) in Psychology, Sociology, Market Research, Statistics, Marketing, or a related field. Additional skills & proven experienceKnowledge of the financial services industryExperience working within an Agile software development teamExperience creating and using Agentic frameworks to deliver more efficient outputs using AIFamiliarity with product analytics, experimentation and BI toolsService design methods (blueprints, journey maps)Career Stage: ManagerLondon Stock Exchange Group (LSEG) Information: Join us and be part of a team that values innovation, quality, and continuous improvement. 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. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. 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. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. 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. SummaryLocation: GBR-London-5 Canada SquareType: Full time
Customer Experience Leader - Full Time in London employer: London Stock Exchange Group
At London Stock Exchange Group, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Lead Java Engineer in our Risk Platform team, you will have access to unparalleled growth opportunities, working alongside industry experts in a vibrant London setting that champions diversity and professional development. Join us to make a meaningful impact while enjoying competitive benefits and a supportive environment that values your contributions.
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London Stock Exchange Group Recruitment Team
