Director, Analytics Customer Support

Director, Analytics Customer Support

Role Summary

This role is accountable for Analytics Customer Support, a customer facing organization comprised of people managers and subject matter authorities of complex, analytics workflows and technology. The ideal candidate will have multiple years of people leadership experience along with knowledge of fixed income instruments, analytics, models, benchmarking and customer workflows. They will be driven, personable, confident, willing to adapt, with a proven track record of transformation where change is the only constant.

Role Objectives

• Develop strategies to enhance team productivity, collaboration, and efficiency while ensuring high morale and job satisfaction.

• Establish standardized processes and best practices to ensure consistent, high-quality interactions across all customer touchpoints.

• Track and analyze performance indicators to identify areas for improvement and implement data-driven solutions.

• Collaborate with other departments, such as Product and Marketing, to address customer pain points and align support strategies with company goals.

Role Responsibilities

• Set strategic direction for the Analytics Customer Support function in alignment with company goals.
• Drive a culture of accountability, ownership, and performance excellence within the team.
• Make data-driven decisions that optimize support processes and customer experience.
• Foster innovation by encouraging process improvements and new technologies.
• Invest in talent development, ensuring team members have growth opportunities and the right skills.
• Lead with a customer-first mindset, inspiring teams to deliver exceptional service.
• Partner with cross-functional teams (Product, Content, Sales, etc.) to align support operations with business objectives.
• Serve as the voice of the customer, sharing insights on customer pain points, trends, and opportunities for product or service improvement.
• Influence policy and process changes that enhance both customer and agent experiences.
• Drive customer support's strategic alignment with company-wide initiatives.
• Advocate for necessary investments in tools, training, and resources to improve support capabilities.
• Monitor and analyze Key Performance Indicators (KPIs) such as MTTR, NPS, escalation rates, and agent productivity.
• Identify operational gaps and trends to proactively address inefficiencies and improve customer experience.
• Drive adherence to Service Level Agreements (SLAs) and other operational targets to maintain service quality.
• Develop and implement action plans to address performance challenges and continuously improve operations.
• Ensure proper resource allocation for peak times and forecast staffing needs to prevent service disruptions.
• Leverage automation and AI-driven tools to improve case management and operational efficiency.

Qualifications

Experience

5+ years combined experience with some of the following: Analytics workflows, customer support operations, service management, customer success. Experience as a People Leader, with proven record of attracting, developing, and retaining talent.

Skills & Behaviors

Advanced capabilities:

Ability to deal with ambiguity handles unexpected and non-routine situations or difficult challenges and an effective and timely manner without any impediments.

Creating purpose sets a direction and vision for others and aligns others to broader goals and organizational objectives creates a sense of shared purpose.

Obstacle anticipation: navigates bureaucracy with finesse preparing the team to overcome common obstacles in large customer organizations as well as any internal roadblocks.

Agile decision making makes swift and agile decisions and is quick to act before the situation develops or spirals out of control uses sound judgment to make timely and effective decisions.

Execution: demonstrates the abilities required to complete a certain task and drive results.

Operational excellence: Identifies opportunities to improve efficiency while providing flawless transactions, services and products, handles monetary assets and other resources to optimize cost effectiveness.

Accountability: Takes ownership for one's actions regardless of outcomes; feels accountable for the quality and timeliness of an outcome or task.

Emotional intelligence: understands, manages and controls own emotions and handles interpersonal relationships judiciously and empathetically.

Client engagement: Builds and capitalizes on knowledge of client and / or internal partner needs and objectives to provide maximum value.

Compliance & risk management: Ensures compliance by measuring, managing and mitigating risks, applying understanding of all regulatory guidance.

Measuring effectiveness: Identifies and sets up key measures to track performance, reviewing, analyzing and interpreting these to generate insights for decision-making.

Reasons to work at LSEG

• Wellbeing: wellness allowance and employee assistance program

• Hybrid work model: 2 days from home, 3 days from the office

• Recognition: a culture of appreciation & recognition through a global Reward and Recognition platform

• Development: e-learning platform, tuition reimbursement, and professional certification sponsorship opportunities

• Charity: 2 paid days off to volunteer, company matching for qualified fundraisers and charity donations

Compensation/Benefits Information:

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.

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