Director, Product Operations & Experience

Director, Product Operations & Experience page is loaded Director, Product Operations & Experiencelocations: GBR-London-5 Canada Squaretime type: Full timeposted on: Posted Todayjob requisition id: R About the Role We're hiring a senior leader to build and run the unified Product Experience & Operations function that powers a modern, evidence-driven, dual-track product organisation. You will stand up the central backbone for product lifecycle, insights, experimentation, and enablement-bringing UX Research, DesignOps, Product Ops, and UAT together under one operating model. Your mandate is to embed continuous discovery and delivery across squads, organise around customer-centric Product Areas, and make decisions with a KPI tree anchored on Net Revenue Retention. Key Responsibilities Process Design & Optimisation Define, document, and continuously improve the end-to-end product lifecycle (intake discovery delivery launch post-launch), with clear artefacts, RACI and stage gates. Standardise templates and operating cadences (roadmaps, portfolio reviews, OKRs) to reduce duplication and improve flow from evidence to decision. Establish the Product Council operating rhythm tied to an outcome-based planning process (OKRs), ensuring portfolio alignment to the KPI tree.Data & Analytics Enablement Drive product instrumentation and telemetry; deliver self-serve, real-time dashboards for adoption, retention, and product health. Build a top-to-bottom KPI tree linked to division North Star metrics, with NRR/GRR as primary outcomes for prioritisation and post-launch reviews.Customer & Market Insights Stand up an always-on discovery program (JTBD interviews, usability testing, design partner councils) and a central VOC/insights repository and decision log used by all squads. Systematically synthesise qualitative and quantitative signals into risk-adjusted opportunity assessments to inform business cases and roadmaps.Cross-Functional Program Leadership Lead the change to customer-centred Product Areas and persistent squads; embed dual-track (discovery + delivery) practices across the portfolio. Orchestrate cross-disciplinary taskforces (Product, Engineering, Data, Compliance, GTM) to deliver the transformation roadmap and early wins.Tooling & Automation Select and operate the stack for backlog/roadmap, discovery management, documentation, feature-flagging/A-B testing, and product analytics. Pilot LLM-assisted synthesis for research, workshop materials, and persona updates to increase throughput and decision speed.Training & Enablement Design onboarding and practice training (discovery methods, OKRs, analytics fluency, writing great PRDs) with self-serve content to scale adoption of standards.UAT & Experience Quality Establish the UAT function and governance to reduce escaped defects and raise reliability in a regulated domain; Own UX strategy, standards, and the multi-product design system (tokens/components/patterns) with clear governance (design crits, DoR/DoD, design QA), content & IA standards, and an accessibility baseline (WCAG 2.2 AA) embedded across discovery-to-delivery. Operationalise, enable, and measure UX at scale: partner with Engineering for system parity (e.g., React/Storybook), performance & accessibility testing; run UX enablement (playbooks, templates, training) and dashboards tracking task success/time-on-task/error rate, SUS/CSAT, accessibility conformance, and design-debt burn-down. Qualifications & Skills Experience 10+ years across Product/UX/Operations with proven success building central Product Ops and scaling discovery-to-delivery practices in multi-product portfolios. Track record of implementing insights repositories, KPI trees, and portfolio governance that improve NRR/GRR and time-to-value.Education Technical degree (e.g., Engineering/CS) preferred.Technical Skills Hands-on with BI/analytics (e.g., Power BI), Agile tooling (Jira/Confluence), product analytics, feature-flag/A-B platforms, and discovery tools.Analytical & Strategic Thinking Expert at market sizing, opportunity assessment, and translating discovery evidence into risk-adjusted business cases and portfolio bets.Leadership & Communication Seasoned change leader who can influence C-suite, coach PM/UX leaders, and run crisp, executive-ready decision forums (Product Council, QBR/OKR).Soft Skills Highly organised, systems thinker with a continuous-improvement mindset and bias for measurable outcomes. Nice to Have Experience in RegTech/financial crime, payments, or other regulated data domains with strong appreciation for auditability, data lineage, and model governance. Prior success deploying sustainability or compliance-oriented enablement/training programs; published thought leadership. 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.Please take a moment to read this carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, .If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.LSEG (London Stock Exchange Group) 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 culture of connecting, creating opportunity and delivering excellence shapes how we think, how we do things and how we help our people fulfil their potential.