Digital Customer Success Excellence Lead at LSEG (London Stock Exchange Group)

About the Role

• The Digital Customer Success Excellence Lead is a strategic people-leadership role responsible for shaping, governing, and delivering the programs, systems, and data foundations that underpin our global Digital Customer Success model. This role ensures that digital journeys, campaigns, measurement frameworks, and reporting mechanisms operate with clarity, consistency, and high-quality execution so that Digital CSMs can engage customers effectively at scale.
• As a core member of the Digital CS leadership team, this individual leads a small, high-impact team focused on program oversight, data quality, dashboards, and the operational rhythms that support Digital Customer Success globally. They bring a structured, analytical, and customer-centric mindset to designing and sustaining the backbone of our digital motion.

Key Responsibilities

People Leadership

• Lead, develop, and coach a team responsible for program governance, data quality, analytics, and digital program support.
• Set clear priorities, build strong team routines, and foster a culture of accountability, continuous improvement, and customer-centricity.
• Ensure the team consistently delivers high-quality outputs that support Digital CSMs across all regions.

Digital Program Governance

• Partner with Digital CX to design, management, and continuous refinement of digital customer programs, journeys, and campaign frameworks.
• Partner with Customer Success leaders, and CS Enablement to ensure programs are aligned with customer needs and segment strategy.
• Implement consistent program documentation, standards, and quality checks to ensure reliable execution at scale.

Data Quality & Measurement

• Serve as the owner for digital program and lifecycle data quality across Gainsight, Salesforce, and related platforms.
• Establish data validation routines, ensure accuracy of customer segmentation and lifecycle indicators, and proactively identify anomalies or risks.
• Partner with Sales Performance Enablement teams to define measurement frameworks, KPIs, and reporting standards that align with Digital CS objectives.

Dashboards & Reporting

• Sustain and evolve dashboards that provide insight into customer engagement, digital program performance, adoption trends, and customer health.
• Deliver reporting that equips Digital CSMs, leaders and stakeholders with timely, actionable insights.
• Ensure reporting is intuitive, reliable, and aligned to Digital CS measurement standards.

Cross-Functional Partnership

• Ensure Digital CS requirements are reflected in tooling enhancements, data structures, segmentation evolution, and measurement practices.
• Collaborate across regions to ensure consistent global adoption of digital programs and standards.

Continuous Improvement & Innovation

• Identify opportunities to streamline digital program workflows, improve program effectiveness, and strengthen data maturity.
• Lead special projects that enhance the scalability and impact of the Digital CS operating model.
• Stay informed of industry best practices in digital success, analytics, and customer engagement; bring forward insights to enhance Digital CS capabilities.

Who You Are

• Strong Excel skills a must.
• Salesforce, Tableau, PowerBI and Gainsight knowledge a plus.
• Co-pilot expertise not necessary but highly desirable.
• Collaborative, effective communicator, strong presentation skills, and a customer first attitude.
• A self-starter that thrives in a fast-paced environment and has a learn it all mindset.
• Strong project management, technical and problem-solving skills.
• Passion for the financial markets, and Customer Success discipline.