Customer Insights & Discovery Enablement Lead

Your Role

As the Customer Insights & Discovery Enablement Lead within Product Operations, you will 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.

Key Responsibilities

• 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, Win/Loss + deal insights, Value proposition & messaging testing, Lifecycle insights, Journey insights.
• Triangulate insights with internal signals (CRM themes, product usage, support/contact centre patterns, sales enablement feedback).
• Run office hours and on-demand coaching; join early discovery sessions as a shadow coach and provide targeted feedback.
• Create a lightweight “Discovery Development Path” for PMs and build a toolkit of standard assets (discussion guide templates, screener templates, consent language, note-taking frameworks, “Insight to action” template).
• Deliver periodic training sessions on interviewing skills, bias avoidance, synthesis, validation and communication.
• Define guardrails defining when PM-led research is appropriate vs researcher-led, raise standards on ethics, consent, participant management and insight storage.
• Maintain an insight repository with tagging and findability, build an insight intake and prioritisation model, manage vendor relationships.
• Partner with PMs and product leadership to convert insights into decisions and actions; establish lightweight measurement plans (win rate, time-to-value, adoption, renewal drivers).
• Improve organisational learning loops.

Skills & Experience

• 10+ years of customer research experience in large corporate B2B environments, ideally in Financial Services, FinTech or related sectors.
• Proven track record leading large research projects end-to-end across qualitative and quantitative methods.
• Strong ability to synthesise findings into clear, actionable insights; deep understanding of customer journeys.
• Ethical approach to participant handling, consent and privacy.
• Collaboration with product management teams; knowledge of modern product development frameworks (Jobs To Be Done, Design Thinking, continuous discovery).
• Experience establishing ongoing customer research programmes.
• Familiarity with modern research tools (e.g., Qualtrics, Dovetail) and vendor management.
• Leadership and coaching experience; outstanding communication skills.
• Organisational skills; ability to create and improve research operations, templates, repositories and governance.
• Bachelor’s degree in Psychology, Sociology, Market Research, Statistics, Marketing or related field.
• Knowledge of financial services industry; Agile software development team experience; experience with AI-driven frameworks; familiarity with product analytics and BI tools; service design methods.

Career Stage Manager

Benefits

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Equal Opportunity Employer

We are an equal-opportunity employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, pregnancy, disability or any other protected characteristic. We provide reasonable accommodations for religious, mental health and physical disability needs.