Position Summary

The Consumer Experience Manager is a player manager role, with a blend of management and hands-on operational duties. It includes leading a group of Consumer Experience Analysts as well as responding to consumer queries. The person in this position will be providing consumer reports to bank account owners and assisting clients with customer requests. The Manager will partner with other departments in issue-resolution in support of the Operations team.

Key Roles and Responsibilities:

• Sets goals with established business objectives, ensures continuous improvement on metrics, and that the team meets agreed performance levels
• Ensures timely and accurate responses to consumer calls and queries, and handles consumer concerns and complaints
• Conducts regular call reviews and provides timely and impactful coaching sessions to team members
• Provide quality analysis and reporting to aid in understanding performance drivers and critical issues affecting service delivery
• Collaborates with Compliance, SAM, Technology, Customer Implementation, Customer Support in handling day-to-day operational needs, as well as working together on programs to drive further process improvements
• Makes recommendations that help shape our operational strategies
• Hires, trains, coaches, develops and leads Consumer Experience Analysts
• Identifies and resolves technical, operational and organizational problems of a moderately complex nature
• Ensures that decisions are guided by policies, procedures and LSEG values

Experience and Qualifications Required

• Colleague degree
• 4-5 years of customer support experience, with 2-3 years experience leading a team
• Self-starter with strong interpersonal and problem solving skills
• Excellent communication skills with the ability to articulate the business challenge and the path to resolution
• Ability to collaborate and communicate with various stakeholders across the business
• Ability to lead a team through influence
• Knowledge of the Fair Credit Reporting Act (FCRA) is preferred

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.