Role Summary
This role is responsible for designing and continuously evolving the service delivery experience across People Services and Solutions team & offerings, by translating strategic priorities into simplified, scalable and colleague-centric ways of working.
The role leads process design, service experience enhancements and continuous improvement across the end-to-end colleague lifecycle, ensuring services are easy to use, productive to operate and deliver measurable business outcomes.
Working closely with Process & Product Owners, Process Leads, People Partners, Engineering, Process Digitisation, Centre of Excellence and other teams, this role champions an AI-first approach in re-imagining processes to simplify work, reduce complexity and create seamless colleague experiences.
As a member of the PSS Leadership Team, the role is accountable for setting and leading Service Excellence standards, embedding a culture of service excellence, continuous improvement and innovation across the People ecosystem

Responsibilities

Process Design & Service Transformation




- Lead the process design and optimisation of colleague journeys, operating models and service interactions across the People Function.
- Translate People Function and PSS strategic priorities into future-ready service experiences and operational improvements.
- Partner with GPOs and Process Leads to find opportunities for simplification, standardisation and improved colleague outcomes.
- Champion service design principles that improve experience, quality, efficiency and scalability.

AI-First Process Simplification & Digitisation
- Partner with Engineering and the Process Digitisation Lead to bring AI-first principles to life across service delivery and colleague interactions.
- See opportunities to eliminate manual effort, reduce process complexity and increase automation across the employee lifecycle.
- Drive adoption of digital capabilities, intelligent workflows, self-service and low-touch/no-touch op

📌 Director - Service Excellence (Bengaluru)
🏢 London Stock Exchange Group
📍 Bengaluru