Job Description
The Service Architect will be part of the Workflow & Systems team, who are specialists with focus to provide support and stewardship to Customer Support workflow process and systems while partnering with the business and technology teams. In this role, you will lead a team of SME/specialist aligned to Customer Support processes and tools (such as Service Cloud, Notifi, Resolution search and other self-service capabilities) responsible to plan, lead, manage requirements and support implementation of transformation projects & enhancements for Customer Operations.
Responsibilities & Deliverables
Leads planning, resource management and execution of projects aligned to Customer Support processand Service Cloud
Support planning, prioritization and implementation of Customer Support systems roadmap
Steward of the systems and tools for Customer Support systems
Accountable to drive workflow and tools review, enhancement, implementation, testing and communication
Partners closely with Technology, including BAU development roadmap
Drives & delivers new and ongoing project and priorities by applying appropriate governance and knowledge
Support training and upskilling needs of the team for ongoing and new projects
Support major change programs and projects across customer operations in a way that adds transparency
Collaborates internally with required stakeholders and team to drive the business outcomes
Drives discussion and provides consultation to the team and stakeholder for requirement prioritization
Provides vision and thought leadership to the team
Skills & Experience
Expert in systems and tooling platforms aligned to Customer Support processes (Service Cloud, Notifi, Resolution search and other self-service capabilities)
Good understanding of process and procedure within customer operations space
Has played a key role in supporting strategic or major business process improvement initiatives in Customer Operations
Experienced in driving initiatives which requires collaborations and negotiation skills
Exceptional ability to build connections and work collaboratively across boundaries at all levels and across every major business area
Proven problem-solving approach and ability to think creatively as well as logically
Past team management experience
Experience in system requirements review, prioritization, management, implementation and UAT support
Experience in collaborating with technology and change management to drive changes & outcomes
Desired Skills & Experience
Understanding and/or interest in process improvement and governance
Lean or Six Sigma experience and knowledge
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.
The Service Architect will be part of the Workflow & Systems team, who are specialists with focus to provide support and stewardship to Customer Support workflow process and systems while partnering with the business and technology teams. In this role, you will lead a team of SME/specialist aligned to Customer Support processes and tools (such as Service Cloud, Notifi, Resolution search and other self-service capabilities) responsible to plan, lead, manage requirements and support implementation of transformation projects & enhancements for Customer Operations.
Responsibilities & Deliverables
Leads planning, resource management and execution of projects aligned to Customer Support processand Service Cloud
Support planning, prioritization and implementation of Customer Support systems roadmap
Steward of the systems and tools for Customer Support systems
Accountable to drive workflow and tools review, enhancement, implementation, testing and communication
Partners closely with Technology, including BAU development roadmap
Drives & delivers new and ongoing project and priorities by applying appropriate governance and knowledge
Support training and upskilling needs of the team for ongoing and new projects
Support major change programs and projects across customer operations in a way that adds transparency
Collaborates internally with required stakeholders and team to drive the business outcomes
Drives discussion and provides consultation to the team and stakeholder for requirement prioritization
Provides vision and thought leadership to the team
Skills & Experience
Expert in systems and tooling platforms aligned to Customer Support processes (Service Cloud, Notifi, Resolution search and other self-service capabilities)
Good understanding of process and procedure within customer operations space
Has played a key role in supporting strategic or major business process improvement initiatives in Customer Operations
Experienced in driving initiatives which requires collaborations and negotiation skills
Exceptional ability to build connections and work collaboratively across boundaries at all levels and across every major business area
Proven problem-solving approach and ability to think creatively as well as logically
Past team management experience
Experience in system requirements review, prioritization, management, implementation and UAT support
Experience in collaborating with technology and change management to drive changes & outcomes
Desired Skills & Experience
Understanding and/or interest in process improvement and governance
Lean or Six Sigma experience and knowledge
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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LSEG jobs
Philippines