Job Description

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 dedication 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 65 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.
Role profile:
Post Trade Regulatory Reporting is a software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to assist with operational risk and trade processing (e.g. reconciliations, data solutions & regulatory reporting.
Reporting to the Head of Operations for LSEG Regulatory Reporting Solutions, the Customer Success Director is responsible for leading the client success strategy across our regulatory reporting solutions. This role ensures that clients receive exceptional support, achieving high client satisfaction, client retention whilst delivering best in class account management and operational excellence. The role also plays a key part in delivering the LSEG's Product Led, Client Centric strategy.
Enter the key responsibilities of the role:
Leadership & Strategy

• Define and execute a customer success strategy aligned with overall business objectives.
• Actively partner with Sales, Product, Operations, Compliance, and Technology to translate market and client insights into actionable priorities.
• Champion a client-centric culture across the organization, embedding accountability and continuous improvement.
• Provide hands-on leadership and coaching, fostering a high-performance, collaborative environment.
• Influence senior leadership decisions through data-driven insights and strategic recommendations.

Client Engagement & Retention

• Build and maintain trusted relationships with senior client stakeholders, including C-suite executives.
• Develop tailored Customer Success Plans informed by usage data, feedback, and strategic objectives.
• Find opportunities to expand product adoption and deepen engagement, driving measurable value.
• Act as an escalation point for complex issues, resolving challenges with empathy and effectiveness.
• Enhance client advocacy through value demonstration and strategic alignment.

Operational Excellence

• Define and monitor key client metrics (retention, satisfaction, value realization).
• Oversee implementation of scalable tools and processes to optimize client success operations.
• Collaborate with Product and Technology teams to ensure client feedback informs roadmap decisions.
• Drive a comprehensive communication strategy for timely updates on product enhancements and operational changes.

Voice of the Customer

• Serve as the internal champion for client insights, synthesizing feedback to inform strategic decisions.
• Present actionable intelligence to senior leadership and product teams to shape future offerings.
• Lead continuous improvement initiatives based on satisfaction trends and market dynamics.

Regulatory & Operational Risk Management

• Ensure all client interactions align with regulatory frameworks and internal governance standards.
• Maintain robust control oversight across all customer success activities.
• Proactively identify and escalate operational or regulatory risks.

Required Skills & Experience

• 10+ years in customer success, client services, or regulatory operations within financial services.
• Understanding of regulatory reporting regimes (e.g., EMIR, MiFIR, SFTR, ASIC, CFTC, SEC).
• Leadership experience with the ability to inspire and scale teams.
• Strong client relationship management and stakeholder engagement skills.
• Familiarity with reporting platforms, trade repositories, and regulatory technology (RegTech) solutions.
• Success in improving customer experience and driving measurable outcomes
• Data-driven mentality with experience using CRM and client success tools (e.g., Salesforce, Gainsight).

Desirable Qualifications

• Degree or equivalent experience in Finance, Economics, Business, or a related field.
• Experience working with buy-side and sell-side institutions, or within a regulatory reporting vendor or ARM/TR.

• Experience developing and executing communication strategies in a regulated environment.
• Familiarity with reporting platforms, trade repositories, and RegTech solutions.

Personal attributes:

• Client-Centric: Always puts the client's needs and outcomes at the centre of decision-making.
• Strategic Thinker: Able to see the big picture while managing the details.
• Resilient & Calm Under Pressure: Maintains composure in high-stakes or regulatory-driven environments.
• Collaborative Leader: Builds strong cross-functional relationships and fosters team cohesion.
• Excellent Communicator: Clear, concise, and confident in both written and verbal communication.
• Analytical & Insight-Driven: Uses data to inform decisions and continuously improve performance.
• Proactive & Accountable: Takes ownership and drives initiatives forward with minimal oversight.

Career Stage: Director
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.
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Skills Required