Director for ET and FXT Customer Operations

The Director, Customer Support (FX) is responsible for leading the global D&A FX Operations function, ensuring the end‑to‑end delivery of a stable, resilient, and high‑quality operational service across D&A FX product suite. The role serves as the central point of accountability for live service performance, customer experience, and operational alignment across Business, Service Delivery, and Technology. This position plays a key leadership role within Global Customer Support, driving operational excellence, client satisfaction, and continuous service improvement across FX.

Key Responsibilities

Live Service Management

• Lead the global FX Customer Support operation, ensuring consistent, high‑quality service delivery.
• Monitor KPIs, SLAs, and service performance; communicate insights, trends, and actions to stakeholders.
• Host regular service reviews across Business, Operations, and Technology.
• Lead major incident management and service communications.
• Build strong cross‑functional relationships to drive effective service outcomes.

Service Quality & Stability

• Drive continuous improvements in resilience, responsiveness, and customer satisfaction.
• Identify service‑affecting patterns and lead root‑cause elimination initiatives.
• Ensure Operational teams are aligned with business priorities and future FX roadmap changes.
• Sponsor or lead operational workstreams across strategic programs and change initiatives.

People & Operations Leadership:

• Lead a distributed team of managers and SMEs supporting complex FX and electronic trading workflows.
• Develop talent through coaching, mentoring, and structured growth opportunities.
• Build a diverse, high‑performing team focused on operational excellence and accountability.

Cross‑Functional Collaboration

• Work closely with Product, Engineering, Business, Sales, Customer Consulting, and Account Management to deliver a unified customer experience.
• Influence product development through operational insights and customer‑centric feedback.
• Align on priorities including incident reduction, onboarding quality, and platform stability.

Client & Stakeholder Management

• Act as senior operational escalation point for top‑tier institutional clients.
• Partner with Strategic Account Management to improve client satisfaction, drive retention, and support revenue‑enabling initiatives.

Required Skills & Qualifications

• Bachelor’s degree or equivalent professional qualification; advanced degree (MBA or relevant postgraduate focus) preferred.
• 10+ years of experience in the FX business within major global banks or leading financial markets organizations (including LSEG).
• Minimum 5 years in customer support or service operations, including at least 3 years in a senior leadership role managing large, multi‑disciplinary teams.
• Demonstrated success in leading, scaling, and optimizing high‑performing teams across geographically distributed locations.
• Strong analytical, strategic thinking, and problem‑solving abilities, with a track record of effective decision‑making under pressure.
• Exceptional communication, stakeholder management, and interpersonal skills, with the ability to influence at senior levels.
• Hands‑on experience with customer service technologies, including CRM platforms (preferably Salesforce Service Cloud), ticketing/workflow systems, and related support toolsets.
• Proven ability to manage budgets, optimize operational efficiency, and drive cost‑effective service delivery.
• Deep understanding of customer experience (CX) frameworks, service excellence standards, and industry best practices.
• Familiarity with AI‑driven support tools, automation, and data‑driven service improvement methodologies.
• Strong understanding of FX market structure, trading workflows, and end‑to‑end client lifecycle management.
• Experience collaborating with product, technology, and commercial teams to shape strategy, influence roadmaps, and improve customer outcomes. 

Career Stage:

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.

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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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