Digital Customer Experience Associate

A CX Proposition associate is responsible for creating satisfying or compelling experiences for users of a product, with a focus on reshaping the customer experience to maximise conversions. These individuals must have a deep understanding of touchpoints across the entire customer journey, and be able to relate that to the commercial strategy.

Core functions are to design blueprints — including wireframes, roadmaps, workflows, personas and scenarios — of user interactions that have an enhanced customer experience and higher results on metrics such as conversion rates and customer engagement. Analysis is a key task - of the audiences, customer behaviour and what things affect customers’ decision-making, and then building of deliverables to enable these key metrics. In a few words, you will be a designer that solves problems as part of highly collaborative and technical team.

Description

Contributes to a team by reviewing service designs, understanding business and user needs, and defining user stories and requirements under the guidance of senior team members.

The role will operate in support of the three key customer experience propositions;
- Data Explorer - How we help our customers find and connect with all of our content
- Data Experience - How we provide Service Insight and Support to all of customers s they use our content
- Buy and Try - How we support our customers and internal colleagues transform to a more Direct and Self Service model of accessing our content

Role Responsibilities & Key Accountabilities: - Supports proposition delivery tasks in accordance with project timelines, supporting the timely delivery of defined user stories and business outcomes - Utilises knowledge of a domain, or user community, identifying opportunities to develop the proposition further to meet customer needs

Is able to support delivery and design teams with escalations, blockers, and propose effective compromises to maintain an excellent customer experience of their proposition

Assists the creation of new and innovative designs, and makes suggestions on how to improve existing designs through actionable customer insights

Works with the wider business and technical team to learn and follow lean and agile design and delivery methodologies.

Qualifications & Experience:
Degree or equivalent in relevant domain, or demonstrated practical experience in Customer Experience or Digital Product delivery.

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 any mental health or physical disability needs.

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