Director, Customer

3 weeks ago

Singapore London Stock Exchange Group Full time
Role Summary

You will partner closely with Customer Success Leaders, business leaders, and customers to develop and deliver an engaging customer education offering that is tailored to customers of LSEG Risk intelligence solutions. This role will report into the Global Director of LSEG Academy and be part of the wider Customer Learning function across the globe. The successful candidate will be a player/coach, leading a small team of Customer Learning Managers responsible for developing learning content that is easily accessible, drives loyalty, adoption, thought leadership and aligns to our growth priorities.

Objectives:
  • To build a scalable, world-class Customer learning and education program for LSEG Risk Intelligence customers, that helps Customers progressively advance their understanding of LSEG Products & Solutions
  • Create an enjoyable, cohesive, and relevant learning experience across our learning academy, webinar programs, in-product, web education, new features and product launches.
  • Own and evolve the Customer education roadmap, continuously building and adding learning paths for new and existing Customers and partners.
  • Leverage a deep understanding of the various Customer roles to create specialized & optimized learning paths - this may range from embedded quick-hit videos to full-fledged certification programs and implementation programs .
  • Design, implement & measure the results of all Refinitiv Customer learning programs owned
Key Responsibilities:

In partnership with Customer Success, Customer Learning teams, Marketing, and Product:
  • Determine and assess learning needs for customers in Risk Intelligence.
  • Monitor and assess the effectiveness and success of learning programs
  • Coach & support a team of Customer Learning Managers (CLMs) covering Risk solutions.
  • Develop and oversee the quality of content developed and delivered by Instructors.
  • Own & develop a customer certification program for LSEG World-Check One.
  • Set and adhere to standards for content delivery
  • Coordinate on promotional material with Marketing to drive adoption of course curriculums
  • Network across the business and connect CLMs with SMEs
  • A representative both internally and externally, presenting the offering and its benefits.
Success Metrics:
  • Revenue/Cancels and Retention
  • Quality and robustness of live, on-demand curriculum and webinar series
  • Participation rates of courses
  • Customer satisfaction survey scores of attendee's post- live sessions and videos
  • Adoption metrics of capabilities promoted in courses.
Who are we looking for?
  • A thought leader who has deep domain knowledge in Risk & Compliance workflows.
  • Demonstrable leadership skills who is able to inspire and coach others to achieve results, driving an inclusive and high performing culture
  • Understanding of customer learning development and delivery processes specific to deliver various learning formats including virtual classroom, elearning, webinars, self-led materials.
  • Knowledge of e-learning courseware, instructional design or UX design is a plus.
Interpersonal Skills
  • Excellent interpersonal, written, and verbal communication skills required with the ability to work within all levels of an organization
  • Ability to motivate, influence, and support team members
  • Demonstrating leadership with and without direct authority
  • Desire to take initiative and a well-developed sense of accountability
  • Natural tendency to be curious, positive, and creative
  • Strong conceptual and planning skills, time management skills, and the ability to handle multiple projects simultaneously
  • Ability to work effectively in a team environment, as well as work with outside vendors and manage work accordingly.
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.

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.

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