Customer Insights & Discovery Enablement Lead

Job description

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 commitment 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 70 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 culture of connecting, creating opportunity and delivering excellence 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 exciting opportunities for everyone to broaden and deepen their skills and expertise. As a global organisation spanning 70 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. YOUR ROLE: As the Customer Insights & Discovery Enablement Lead within Product Operations, you’ll increase the product organisation’s decision quality and speed by: Delivering high-impact B2B customer insight programmes end-to-end Building discovery capability across Product Managers through coaching, materials, and structured upskilling. You will act as a centre-of-excellence for insight and discovery: setting standards, enabling teams, and ensuring insights are collected and reused across the organisation. Key responsibilities: Deliver high-impact customer insights (tactical + strategic) Lead mixed-method insight work end-to-end: problem framing → method selection → fieldwork → synthesis → recommendation → activation. Run and/or lead priority studies such as: Segmentation & personas (needs-based, DMU/buying roles, ICP refinement) Win/Loss + deal insights (decision criteria, objections, competitor dynamics) Value proposition & messaging testing (positioning, proof points, differentiation) Lifecycle insights (adoption, renewal, churn drivers, expansion triggers) Journey insights (critical workflows and cross-functional pain points) Triangulate insights with internal signals: CRM themes, product usage, support/contact centre patterns, sales enablement feedback. Build a scalable discovery & insight capability across PMs Informal / lightweight enablement Run office hours and on-demand coaching: guides review, research plans critique, synthesis help. Join early discovery sessions as a “shadow coach” and provide targeted feedback (question quality, bias, probing, synthesis). Formal upskilling (materials + development plans) Create a lightweight “Discovery Development Path” for PMs (e.g., Foundations → Practitioner → Advanced). Build a toolkit of standard assets: Discussion guide templates (discovery, concept, win/loss) Screener templates and recruiting best practice Consent and privacy language (B2B contact handling) Note-taking and synthesis frameworks “Insight to action” recommendation template Deliver periodic training sessions (e.g., monthly): interviewing skills, avoiding bias, how to synthesise, when/why to validate with quant, and how to communicate confidence/limitations. Guardrails & governance Define clear guidance on when PM-led research is appropriate vs. when a researcher should lead (e.g., sensitive customer escalations, high-stakes pricing decisions, regulated topics, executive customer interviews). Raise standards through consistent practices: ethics, consent, participant management, and insight storage. Establish insight operations for reuse and consistency Maintain an insight repository (tagging, findability, reuse): reduce duplication and “rediscovering” the same problems. Build a simple insight intake and prioritisation model (e.g., triage: quick-turn support, strategic programmes, enablement requests). Where relevant, manage vendor relationships: brief agencies, assess quality, ensure consistent outputs. Drive insight activation and measure impact Partner with PMs and product leadership to ensure insight is converted into decisions and actions Establish lightweight measurement plans to track outcomes (e.g., win rate, time-to-value, adoption, renewal drivers, messaging clarity). Improve organisational learning loops: what we did, what changed, what we learned. Skills & Experience: Customer Research Expertise 10+ years of customer research experience within large corporate B2B environments, ideally including Financial Services, FinTech, or related sectors. Proven track record to lead large, sophisticated research projects end-to-end across the full spectrum of qualitative and quantitative methodologies. Strong ability to synthesise sophisticated findings into clear, actionable insights. Deep understanding of customer journeys and behaviour. Ethical approach to participant handling, consent, and privacy. Product & Strategic Research Alignment Able to collaboate closely with product management teams. Knowledge of modern product development frameworks such as Jobs To Be Done, Design Thinking, and continuous discovery practices. Experience establishing ongoing customer research programmes. Tools & Methodologies Familiarity with modern research tools supporting Qual and Quant methods (e.g., Qualtrics, Dovetail, or similar). Vendor management experience, including commissioning and overseeing research delivered by third‑party agencies. Leadership & Collaboration Experience leading, coaching, and developing others in customer research and discovery skills. Outstanding communication and collaboration, with the ability to communicate insights to audiences at all levels. Research Operations & Process Excellence Ability to create, improve, and iterate research operations, including templates, repositories, and governance. Experience building insights repositories and establishing research standards. Highly organised Education Bachelor’s degree (or equivalent) in Psychology, Sociology, Market Research, Statistics, Marketing, or a related field. Additional skills & proven experience Knowledge of the financial services industry Experience working within an Agile software development team Experience creating and using Agentic frameworks to deliver more efficient outputs using AI Familiarity with product analytics, experimentation and BI tools Service design methods (blueprints, journey maps) 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 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.