Lead Analyst Service Communications

Lead Analyst Service Communications

The Lead Analyst Service Communications role within the Service Communications Team (SCT) builds upon the competencies of Service Communication along with advanced technical capabilities to drive productivity and efficiency. This position requires expertise in real-time incident communication and a strong focus on automation, analytics, and process optimisation. The role is pivotal in ensuring timely, accurate, and high-quality communication to customers during service-impacting events, while leveraging technology to enhance operational effectiveness.

Key Responsibilities

• Incident Communication Excellence
  • Issue and update Service Alerts and associated communications for service incidents, planned maintenance, and information alerts.
  • Author and publish high-quality Customer Statements and Incident Reports.
  • Act as the alerting expert during major incidents and participate in Technical Recovery calls and Management Team Meetings.
• Operational Leadership
  • Ensure day-to-day service level agreements are met.
  • Facilitate communication between technical operations, content operations, and customer-facing teams during service-impacting incidents.
  • Support Business Continuity and Disaster Recovery plans, including extended or unsocial working hours when required.
• Automation and Efficiency
  • Design and implement small-scale automation solutions using Power Automate to streamline workflows.
  • Develop dashboards and reports using Power BI for enhanced visibility and decision-making.
  • Identify opportunities for process optimisation and implement technology-driven improvements.
• Data and Analytics
  • Utilise data insights to improve customer experience and operational performance.
  • Apply analytical skills to identify trends and recommend proactive measures.

Qualifications & Work Experience

• Degree level or equivalent experience in communications or technology.
• 10+ years total work experience, with at least 5+ years in service communications.
• Proven experience in automation and data visualisation tools (Power Automate, Power BI).
• Editing, publishing, and authoring experience is a plus.

Core Competencies

• Communication Effectiveness
• Relationship Management
• Customer Awareness
• Operational Influencing
• Forward Thinking
• Digital Innovation and Automation

Skills

• Excellent written and verbal English.
• Strong authoring and editing ability.
• Advanced analytical skills for trend identification and process improvement.
• Ability to respond to situations with urgency and precision.
• Proficiency in Power Automate for workflow automation.
• Expertise in Power BI for data visualisation and reporting.
• Familiarity with scripting or low-code development for small automation tasks.
• Ability to multitask in a time-sensitive environment.
• Working knowledge of financial data and real-time market data (advantageous).
• Advanced Excel skills preferred.

Work Pattern

• Shifts: Rotational, with 24/7 global coverage.
• Business Continuity: Must support continuity and disaster recovery plans, including extended or unsocial hours when required.
• Reporting to: Global Service Communications Manager.

Career Stage:

Senior Associate

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.