Client Exprience Analyst

The Client Experience Team sits within the Benchmark and Index Management division of FTSE Russell and is responsible for enhancing and maintaining a positive relationship with clients by ensuring their needs are met and their expectations are exceeded. The team is critical to creating a seamless and personalised experience, contribution to client satisfaction, retention and loyalty.

The Client Experience Analyst is a critical role and the team is responsible for dealing with client enquiries across the range of data produced on a real-time and end of day basis. This encompasses the thousands of indices calculated daily, from global benchmarks to the primary domestic indicators, developed markets to frontier, and a growing range of thematic and alternative weighted indices. The Client Experience Analyst Team will work closely with the wider Client Experience Management team to provide a best in class service to our clients when it comes to handling enquiries that come in via email or our Client Service Portal – directing them to the right team or responding directly where appropriate.

The Client Experience Analyst is responsible for ensuring the highest level of client service including taking ownership of inbound client queries, and ensuring that they are coordinated among internal teams, escalated as necessary, and dealt with in conjunction with SLAs and expectations. This role will look to Identify opportunities to improve the client and internal stakeholder experience.

Responsibilities:

· Manage the client and prospect day to day queries on their licensed data products and services.

· Handle requests from academics, media and private investors in line in accordance with standard guidelines.

· Ensure that performance metrics are adhered to, and exceptions closely managed.

· Collaborate with the Index Sales team and wider FTSE Russell organisation to provide a best in class service to our clients.

· Assist with regular and bespoke reporting requirements for both internal and external parties.

· Execute the entitlement process for new and existing clients via various data distribution platforms.

· Create new client accounts, welcome packs and run onboarding training sessions.

· Support the incident communication process across real-time and end of day data.

· Create new KnowledgeBase articles for both internal and external use.

· Assist with new initiatives and projects that impact the Client Experience team.

Skills & Experience:

Working knowledge of Financial Markets, previous experience in the industry preferred.

Experience in a metric-driven environment.

Excellent verbal and written communication skills.

Highly organized and able to prioritize daily workloads while ensuring to work accurately and efficiently.

Handle difficult situations with tact and understanding.

Strong analytical and organizational skills.

Strong interpersonal skills.

Excellent attention to detail.

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. 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 mental health or physical disability needs.

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Experience Level

Entry Level