Job Description

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.

Summary
The Digital Customer Success Excellence Lead is an essential leadership role responsible for stewarding the programmatic, analytical, and data foundations that allow Digital CS to operate with scale and impact. Through strong people leadership, cross-functional collaboration, and rigorous program stewardship, this leader ensures our global Digital CS organization is equipped with the clarity, insight, and structure needed to deliver exceptional customer outcomes.
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 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.
Career Stage: Manager
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 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.

Skills Required