Customer Insights & Discovery Enablement Lead

About the role

LSEG (London Stock Exchange Group) is hiring a Customer Insights & Discovery Enablement Lead within its Product Operations team in London. You will raise the quality and speed of product decisions by running high-impact B2B customer insight programmes end-to-end and building discovery capability across Product Managers through coaching, materials and structured upskilling. You will act as a centre of excellence for insight and discovery.

Key responsibilities

• Lead mixed-method customer insight work from problem framing to activation, including segmentation and personas, win/loss insights, value proposition testing, lifecycle and journey insights, and triangulation with CRM, product usage and support patterns.
• Enable Product Managers informally through office hours, on-demand coaching and shadow coaching, and formally through a lightweight Discovery Development Path and a toolkit of discussion guides, screener templates, consent language and synthesis frameworks.
• Deliver periodic training on interviewing, bias, synthesis and validation, and set guardrails on when PM-led research is appropriate versus when a researcher should lead.
• Maintain an insight repository, build an intake and prioritisation model, and manage vendor relationships where relevant.
• Partner with Product Managers to turn insights into decisions, establish lightweight measurement plans, and close learning loops.

Required profile

• 10+ years of customer research experience in large corporate B2B environments, ideally in Financial Services, FinTech or related sectors.
• Proven track record leading large, sophisticated research projects end-to-end, with strong synthesis of findings into actionable insights.
• Bachelor's degree (or equivalent) in Psychology, Sociology, Market Research, Statistics, Marketing or a related field.
• Experience leading, coaching and developing others, and communicating insights to audiences at all levels.

Required skills

• Qualitative and quantitative research, including segmentation, personas, win/loss analysis and journey mapping.
• Familiarity with tools such as Qualtrics, Dovetail or similar, and vendor management of third-party research agencies.
• Knowledge of product frameworks such as Jobs To Be Done, Design Thinking and continuous discovery.
• Research operations, insight repositories and governance.
• Additional advantage: financial services experience, Agile software development experience, agentic frameworks, product analytics, experimentation and BI tools, and service design methods.