Job Description

Service Improvement Specialist The Client Service Improvement Team analyses incidents after resolution and determines opportunities to improve customer experience. The team operates as part of the Service Escalation team collaborating closely with all parts of Operations, Technology and Product teams to drive improvement. Customer focus is core to the role for the whole team. The Service Improvement Specialist is an experienced resource with knowledge of products, systems and processes and can understand opportunities for improvement and drive change. The individual is well organized and can help improve the future service capabilities of the organization by identifying improvement opportunities and managing actions to completion. The individual will: . Champion the customer experience while leading/contributing to the Post Incident Reviews (PIR) and Service Improvement processes ensuring we really resolve the root causes of issues . Assure the delivery of actions from completed reviews . Coordinate required customer and business collateral for post-incident customer engagement . Identify themes requiring broader service improvement plans Ideal qualifications for this role include: . 3-5+ years of experience in a service improvement or incident/problem management role with a thorough understanding of Incident Resolution methodology & knowledge of Post Incident Review processes . Self starter with a tenacity to drive reviews to ensure we reach root cause and then drive actions to resolution . Ability to understand the customer experience coupled with broad knowledge of our systems and processes . Experience with project management or project delivery is a plus 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. Please take a moment to read this 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, . 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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