LSEG (London Stock Exchange Group)
Website:
lseg.com
Job details:
Role Summary
This role is responsible for designing and continuously evolving the service delivery experience across People Services and Solutions team & offerings, by translating strategic priorities into simplified, scalable and colleague-centric ways of working.
The role leads process design, service experience enhancements and continuous improvement across the end-to-end colleague lifecycle, ensuring services are easy to use, efficient to operate and deliver measurable business outcomes.
Working closely with Process & Product Owners, Process Leads, People Partners, Engineering, Process Digitisation, Centre of Excellence and other teams, this role champions an AI-first approach in re-imagining processes to simplify work, reduce complexity and create seamless colleague experiences.
As a member of the PSS Leadership Team, the role is accountable for setting and leading Service Excellence standards, embedding a culture of service excellence, continuous improvement and innovation across the People ecosystem
Responsibilities
Process Design & Service Transformation
- Lead the process design and optimisation of colleague journeys, operating models and service interactions across the People Function.
- Translate People Function and PSS strategic priorities into future-ready service experiences and operational improvements.
- Partner with GPOs and Process Leads to find opportunities for simplification, standardisation and improved colleague outcomes.
- Champion service design principles that improve experience, quality, efficiency and scalability.
AI-First Process Simplification & Digitisation
- Partner with Engineering and the Process Digitisation Lead to bring AI-first principles to life across service delivery and colleague interactions.
- See opportunities to eliminate manual effort, reduce process complexity and increase automation across the employee lifecycle.
- Drive adoption of digital capabilities, intelligent workflows, self-service and low-touch/no-touch operating models.
- Ensure technology investments are focused on delivering measurable colleague and business value.
Continuous Improvement & Colleague Experience
- Establish and lead a continuous improvement culture across the team.
- Embed colleague experience, customer feedback and data-driven insights into process and service design decisions.
- Lead service improvement portfolios that enhance quality, effectiveness and colleague confidence in People services.
- Sponsor and lead the Service Excellence Ambassador network to build capability and improvement ownership across teams.
Performance & Operational Excellence
- Define & refine KPIs, objectives and key results, success measures and service outcome metrics aligned to People Function and PSS priorities.
- Establish an effective operating rhythm through MBRs, QBRs and regular performance reviews.
- Use data, insights and benchmarking to identify improvement opportunities and drive delivery accountability.
- Promote best practices, operational rigor and service excellence standards across PSS.
Leadership & Partnership
- Lead and develop a high-performing Service Excellence team.
- Build trusted partnerships with GPOs, Process Leads, Engineering, Data, COEs and People Partners to accelerate business outcomes.
- Act as a visible change agent, promoting a culture of partnership, innovation and continuous improvement.
- Contribute to the strategic direction and success of the PSS Leadership Team.
Requirements
Experience
- Significant leadership experience in Service Excellence, Process Design, Continuous Improvement, Transformation or Employee Experience environments.
- Demonstrated success leading large-scale simplification, service transformation and digital enablement initiatives.
- Experience partnering with technology, product and engineering teams to deliver business outcomes.
Knowledge & Skills
- Expertise in process design, service design and continuous improvement methodologies.
- Strong understanding of colleague experience, operational excellence and service management principles.
- Experience leveraging AI, automation and digital capabilities to improve service delivery and user experience.
- Strong stakeholder management, influencing and change leadership skills.
Leadership Attributes
- Strategic, customer-focused and outcome-oriented.
- Passionate about simplification and continuous improvement.
- Strong collaborator who builds trusted partnerships across functions.
- Enterprise leader with the ability to inspire change and elevate organisational performance.
ABOUT US:
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 dedication 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. It’s how we’ve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services – and our open-access model – we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.
LSEG is headquartered in the United Kingdom, with significant operations in 65 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific. LSEG’s ticker symbol is LSEG.
OUR PEOPLE:
People are at the heart of what we do and drive the success of our business. Our values of Integrity, Partnership, Excellence and Change 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. We break down barriers and encourage teamwork, enabling innovation and rapid development of solutions that make a difference. Our workplace generates an enriching and rewarding experience for our people and customers alike. Our vision is to build an inclusive culture in which everyone feels encouraged to fulfil their potential.
We know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise. As a global organisation spanning 65 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers.
Career Stage:
Director
London Stock Exchange Group (LSEG) Information:
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.
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.
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.
You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
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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