customer Learning specialist - emeaLondon Stock Exchange Group

The Customer Learning Specialist will be responsible for delivering & promoting remote, instructor-led product training.
The Customer Learning Specialist will build service and training-focused relationships with end users to ensure connectivity, product adoption and success and thereby maximize customer satisfaction, loyalty and retention. At the end of the interaction, the customer should have received relevant training, and valuable guidance on not just using the product but also embedding it in their daily workflow. The role will encompass a mix of (1) proactive outbound activities to engage users (2) reactive response to incoming training requests and (3) web classes for the Refinitiv Academy, while being at the centre of the next generation of training. (4) Will champion as well as embed best practices & creative thinking.
The Customer Learning Specialist would have gone through a detailed induction program and acquired the required certification. The specialist will adopt the new delivery techniques and constantly supply & update the available content library of customer success plays and interactivity tools. The team will work together to identify creative new ways to demonstrate various technologies like WebEx, MS Teams, online video and other media to enable financial markets professionals more effectively demonstrate "intelligent information". The Customer Learning Specialist will be expected to collaborate with internal teams like account management, customer success management, sales and customer support regularly. The specialist should have a passion for technology, strive to push its limits, work efficiently with great attention to detail, and take pride in developing and delivering an outstanding training experience.
Major Responsibilities:
Deliver world-class, next generation virtual instructor-led modules and courseware based on clients' workflow and business requirements
Support campaigns and training activities to the benefit of the wider regional training department
Jointly manage the creation of interactivity toolkit for assigned courses, collaborating with eLearning & video teams and peers
Research and prepare for training using the knowledge acquired from learning programs and certifications managed by the Learning & Development Team and the designed interactivity toolkit
Generously share knowledge and peers and colleagues to enhance the team's capabilities
Make "Welcome Calls" to new users
Assist users in connecting to application and deliver workflow-relevant product training
Create and maintain accurate contact and activity records in the CRM system
Effectively manage inbound training requests
Proactively collect customer feedback
Work as a part of a virtual team to build valuable remote training offerings and content.
Continuously build personal knowledge of the financial markets, Refinitiv products and the firm's clients.
Requirements:
University degree
Superlative skill and demonstrated experience in the delivery of remote instructor-led training
Customer support, training or desktop design role, or equivalent experience
Superior knowledge of the financial markets, including job role specific workflow
Excellent verbal and written region-appropriate language skills
English is mandatory and other languages a significant plus
Strong customer service skills
Excellent relationship building and communication skills
Strong time management and prioritization skills Desirable skills
Credible, engaging presentation delivery, especially via remote media
Significant, demonstrable, deep understanding of industry-standard training applications like WebEx, MS Teams, etc.
A passion to learn and master new tools
Clear understanding and appreciation of the instructional design process
Knowledge of APIs and programming language such as Python is an advantage
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise - and our purpose. You'll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth.
LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives.
We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
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London Stock Exchange Group

Taguig City, Metro Manila
Permanent
Full-time