Customer Insights & Discovery Enablement Lead in Vauxhall

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.

People are at the heart of what we do and drive the success of our business. 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.

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.

You will act as a centre-of-excellence for insight and discovery: setting standards, enabling teams, and ensuring insights are collected and reused across the organisation.

Key responsibilities:

• Deliver high-impact customer insights (tactical + strategic)
• Lead mixed-method insight work end-to-end: problem framing, method selection, fieldwork, synthesis, recommendation activation.
• Run and/or lead priority studies such as:
• 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 PMs
• Informal / lightweight enablement
• Run 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).
• Formal upskilling (materials + development plans)
• Create a lightweight “Discovery Development Path” for PMs (e.g., Foundations, Practitioner, Advanced).
• Build a toolkit of standard assets:
• Discussion guide templates (discovery, concept, win/loss)
• Screener templates and recruiting best practice
• Consent and privacy language (B2B contact handling)
• Note-taking and synthesis frameworks
• “Insight to action” recommendation template
• Deliver periodic training sessions (e.g., monthly): interviewing skills, avoiding bias, how to synthesise, when/why to validate with quant, and how to communicate confidence/limitations.
• Define clear guidance on when PM-led research is appropriate vs. when a researcher should lead.
• Raise standards through consistent practices: ethics, consent, participant management, and insight storage.
• Establish insight operations for reuse and consistency
• Maintain an insight repository (tagging, findability, reuse): reduce duplication and “rediscovering” the same problems.
• Build a simple insight intake and prioritisation model (e.g., triage: quick-turn support, strategic programmes, enablement requests).
• Where relevant, manage vendor relationships: brief agencies, assess quality, ensure consistent outputs.
• Partner with PMs and product leadership to ensure insight is converted into decisions and actions
• Establish lightweight measurement plans to track outcomes (e.g., win rate, time-to-value, adoption, renewal drivers, messaging clarity).
• Improve organisational learning loops: what we did, what changed, what we learned.

Skills & Experience:

• 10+ 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.
• Strong ability to synthesise sophisticated findings into clear, actionable insights.
• Deep understanding of customer journeys and behaviour.
• Ethical approach to participant handling, consent, and privacy.
• Able to collaborate closely with product management teams.
• Knowledge of modern product development frameworks such as Jobs To Be Done, Design Thinking, and continuous discovery practices.
• Familiarity with modern research tools supporting Qual and Quant methods (e.g., Qualtrics, Dovetail, or similar).
• Experience leading, coaching, and developing others in customer research and discovery skills.
• Outstanding communication and collaboration, with the ability to communicate insights to audiences at all levels.
• Ability to create, improve, and iterate research operations, including templates, repositories, and governance.
• Bachelor’s degree (or equivalent) in Psychology, Sociology, Market Research, Statistics, Marketing, or a related field.

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.