Analyst, Customer Success Operations (SQL, Tableau)

Industry Category	Services	Position	Customer Service
Recruitment Department		Number Of Recruits	several
Work Location	Metro Manila (NCR) Taguig	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	Open to all levels	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-09-25	Valid Until	Long-term validity

As a part of Global CSM Business Operations team, this role will work in partnership with senior executives across the regional Customer

Success teams. Specifically, this role will provide operational support for the Refinitiv Academy Customer Learning Program and partner closely

with the Global Lead for the Refinitiv Academy. The Refinitiv Academy consists of product and industry education classes that are offered to our

customers and instructed by Customer Success Managers (CSMs). In 2021, there were approximately 7,000 classes completed for 57,000

customer attendees.

Role responsibilities include aggregating, summarizing, and cleansing the data for classes, registrants, and attendees to provide actionable

insights to the Refinitiv Academy leadership team. The candidate should therefore have an ability to manage large, unstructured datasets to

provide summarized data and insights to management.

The Refinitiv Academy data reporting and analysis this role will provide to the team will ensure the program continues to deliver success and will

help drive the program strategy (e.g. Do we target certain customer types based on trends identified in attendance and class data?).

Additionally, this role will partner with CSM dashboard owners across LSEG to ensure CSMs have access to the holistic data insights they need

across their global KPIs. This partnership typically includes working with CSM Ops directors on dashboard enhancement requirements,

communicating those requirements to stakeholders effectively, and tracking enhancements to ensure they’re delivered by the respective teams.

Further Detail of Responsibilities:

1. Lead and own global Refinitiv Academy data reporting and analysis processes. This includes:

Close partnership with the global lead for the Refinitiv Academy program to understand data and reporting needs as the program evolvesEstablishing a monthly/quarterly cadence for extracting Refinitiv Academy data and providing standardized regional and global reportingEnsuring data is accurate through data integrity checks and validating with CSM leaders and operations directors

2. Deliver new, data-based insights to the Refinitiv Academy team to help drive the strategy of the program. This includes:

Reviewing the data and independently identifying trends and patterns, such as a certain type of class resonating with a certain type of customer.Delivering these new data insights discovered to the Refinitiv Academy team in a summarized and clear manner

3. Assist the Refinitiv Academy team with Lead Generation activities. This includes:

Joining the project team involved with generating leads from customer interest in Refinitiv Academy classes (e.g. if a noncustomer of LSEG/Refinitiv joins a class this could be a lead that sales could close)Helping to deliver the lead generation program by providing data insights and trends as required

4. Partner with Tableau dashboard owners across LSEG/Refinitiv to maintain consistency in CSM dashboards and ensure dashboard

enhancements are delivered. Work with CSM Ops directors on dashboard enhancement requirements, communicate those

requirements to stakeholders effectively, and track enhancements to ensure they’re delivered by the respective teams

Skills and Competencies:

Highly motivated and proactive, strong initiative and resourcefulStrong communication skills (both written and verbal) and interpersonal skillsComfort with large volumes of data and ability to manage data complexityKnowledge of Salesforce and Tableau preferred; advanced Excel skills a mustProcess improvement mindset with a keen focus on simplificationAbility to structure and self-manage own work for multiple projects, constantly re-assessing priorities to meet deadlines

LSEGLSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a commitment 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.Data & AnalyticsOur acquisition of Refinitiv means we can provide the breadth and depth of financial data and best-in-class analytics that customers expect –driving innovation and growth across global markets.And our high-performance solutions –from trading, to market surveillance, to wealth solutions and more–help to enhance the performance of our customers.FTSE Russell is a leading global provider of financial indexing, benchmarking and analytic services with more than $16 trillion benchmarked to our indices –and offers an extensive range of data services and research.The combination of Refinitiv and FTSE Russell provides LSEG with leading capabilities in data, analytics, indices and benchmarksCapital MarketsWe offer our customers extensive access to capital markets and liquidity across multiple asset classes. We operate a broad range of international equity, fixed income, exchange-traded funds/exchange-traded products and foreign exchange markets. Our Group is home to several capital formation and execution venues: London Stock Exchange, AIM, Turquoise, CurveGlobal, FXall and Tradeweb (through a majority ownership interest).Post TradeWe support our customers’ clearing and reporting obligations, providing risk, balance sheet and financial resource management solutions, whilst working with our other divisions to extend this support across the value chain.A leading global clearing house with a strong presence across multiple asset classes, LCH helps financial institutions all over the world use their capital efficiently and manage counterparty risk. We work closely with sell-side clearing members and buy-side clients in conjunction with trading venues globally. UnaVista, a regulated platform that helps customers meet their reporting compliance obligations and reduce operational and regulatory risk through reporting, reference data and analytics solutions, further complements our Post Trade offering.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 70 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.