Service & Support AI Product Manager

Role Summary
The Service & Support AI Product Manager will be responsible for the end-to-end management of the 'Question Answer Service' and 'AI Assistant' products, two important AI products used in Operations globally. The role will also lead on identifying and championing AI service and support use cases that change and transform customer service.

Leading all aspects of definition and planning through production, release, and end of lifecycle, with end-to-end responsibility on feature/function specifications for these products. You will partner closely with other functions, notably Operations and Engineering teams in the requirements, prioritisation, design and development of these products.

You will lead and manage a team of Knowledge Management specialists; identifying, analysing, crafting, and curating required self-serve content in collaboration with partners.

Role Responsibilities

• Defines and owns the product vision, strategy & implementation plan for product delivery, drawing on insights from users, data to assess impact, benefits, scope & dependencies.
• Leads a team of Knowledge Management specialists, establishing clear purpose and goals, leveraging technology for scale and benefit, enabling the team to be successful.
• Own the entire product lifecycle: from ideation, planning, and development to deployment, monitoring, and continuous improvement.
• Identifying and championing AI service and support use cases that change and transform customer service/operations
• Ensure decisions on backlog and delivery roadmap options are in line with product delivery priorities
• Works with stakeholders to gather and prioritize customer feedback and requirements, lead product ideation and drive innovation.
• Works closely with user communities to ensure product adoption and retention.
• Builds partnerships & maintains positive relationships with product user communities, data scientists, engineering teams, customer success, product, risk, legal and operations teams.
• Communicates progress, key decisions, compromises, and constraints to a wide range of stakeholders. Makes key decisions, gaining consensus, and establishing relationships.
• Communicates the product vision, product capabilities/demos and collaborates on requirements with Engineering teams and wider partners. Writes product requirements as well as epic and user stories as required.
• Acts as an evangelist for the product and motivating partners to support its success.
• Assures Product is delivering positive user/customer experience outcomes, ensuring user journeys, market and user research informs product strategy and priorities.
• Define and track key performance indicators (KPIs) to measure product effectiveness and user satisfaction.
• Supports investment case development and submissions, and product related approval, governance, and reporting processes.
• Stay updated on advancements in AI, machine learning, and industry best practices to drive innovation and maintain competitiveness.
• Collaborates with other LSEG Product Managers and AI Working Group, ensuring alignment with LSEG's product strategy.

Skills and Experience Required:

• Proven experience in leading people and teams
• Problem Solving; strong data analysis, presentation and interpersonal skills.
• Agile; experience in working within an Agile delivery methodology and playing a pivotal role in all associated ceremonies
• Solutions delivery; experience in driving early design concepts and partnering with UX and UI experts to release user-centric products
• Technical skills; a good understanding of AI technologies and the technical aspects of delivering web-based products.
• Benefits measurement
• Relationship building; ability to build constructive relationships with business partners and collaborators across the organization
• Critical thinking and decision-making
• Excellent communication, presentation, collaboration, and creative thinking skills with the ability to influence strategic directions and guide senior partner decisions

At LSEG we embrace diversity and actively seek to attract individuals with diverse backgrounds

and perspectives. We break down barriers and encourage collaboration, enabling innovation and

rapid development of solutions that make a difference. Our workplace generates an enriching

and rewarding experience for our people and customers alike.

Our vision is to build an inclusive culture in which everyone feels driven to reach their potential. We

know that real personal growth cannot be achieved by simply climbing a career ladder – which is why we encourage and enable a wealth of avenues and interesting opportunities for everyone to broaden and deepen their skills and expertise.

We also make reasonable accommodations for applicants and employees with disabilities. If an

accommodation is needed to participate in the job application or interview process, to perform

essential job functions, and/or to receive other benefits and privileges of employment, please

make your recruiter aware, we want to ensure you perform at your best.

Proud to share LSEG in the India is Great Place to Work certified (Jun '25 – Jun '26).

Learn more about life and purpose of our company directly from India colleagues' video: Bengaluru, India | Where We Work | LSEG

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 privacy notice 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, your rights and how to contact us as a data subject.

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.