About us:

LSEG (London Stock Exchange Group) is more than a diversified global financial markets infrastructure and data business. We are dedicated, open-access partners with a dedication to excellence in delivering the services our customers expect from us. With extensive experience, deep knowledge and worldwide presence across financial markets, we enable businesses and economies around the world to fund innovation, manage risk and create jobs. It’s how we’ve contributed to supporting the financial stability and growth of communities and economies globally for more than 300 years. Through a comprehensive suite of trusted financial market infrastructure services – and our open-access model – we provide the flexibility, stability and trust that enable our customers to pursue their ambitions with confidence and clarity.

LSEG is headquartered in the United Kingdom, with significant operations in over 60 countries across EMEA, North America, Latin America and Asia Pacific. We employ 25,000 people globally, more than half located in Asia Pacific.

Our people:

People are at the heart of what we do and drive the success of our business. Our values of Integrity, Partnership, Excellence and Change shape how we think, how we do things and how we help our people fulfil their potential. We embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. We break down barriers and encourage teamwork, 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 encouraged to fulfil 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. As a global organisation spanning over 60 countries and one rooted in a culture of growth, opportunity, diversity and innovation, LSEG is a place where everyone can grow, develop and fulfil your potential with meaningful careers.

This role sits at the heart of LSEG's People Services & Solutions (PSS) transformation agenda for the Poland centre. As a Service Excellence Specialist, you will shape how our team works — building smarter content experiences in ServiceNow, driving AI adoption across PSS, and leading continuous improvement initiatives that make a real difference to colleagues and the business.

You will own the knowledge and content ecosystem that underpins our service delivery, connect our teams to AI tools that amplify their impact, and use data to find and fix the friction in our processes. This is a role for someone who enjoys making things better and bringing others along on that journey — collaborating across HR, Technology, and global stakeholders to deliver change that lasts.

Responsibilities:

Content Management & Creation — ServiceNow

• Own the end-to-end content lifecycle in ServiceNow HR Service Delivery — from authoring and publishing to reviewing and retiring knowledge articles
• Write clear, accessible, and accurate knowledge articles, FAQs, and guided process flows that help colleagues find answers quickly and confidently
• Establish and maintain content governance standards, quality frameworks, and review cadences across PSS Poland
• Partner with subject matter experts across HR and TA to translate complex policy and process into plain-language content
• Use ServiceNow analytics — search deflection rates, article feedback, and case reduction data — to continuously improve content quality and coverage
• Identify content gaps through case trend analysis and proactively close them before they become repeat contacts
• Support the rollout of the T-1 contact prevention model by ensuring self-service content is findable, up to date, and genuinely useful

AI Enablement

• Lead the adoption and embedding of AI tools within the PSS Poland centre, acting as the local AI champion and go-to resource
• Co-develop and document AI use cases for PSS Poland, contributing to LSEG's enterprise AI use case library
• Support the rollout of RAG-based tools (e.g. LSEG Assist), Copilot features, and intelligent automation agents — helping teams get the most out of these capabilities
• Run awareness sessions, demos, and practical guides that build AI confidence across the Poland team regardless of technical background
• Partner with People Engineering and global technology teams to pilot, test, and scale AI solutions in a responsible and measurable way
• Track adoption metrics and gather feedback to iterate on AI tools and ensure they deliver genuine value for users
• Maintain use case documentation covering objectives, solution approach, indicators, risk considerations, and adoption progress

Continuous Improvement

• Identify and lead improvement projects across PSS Poland using Lean and structured problem-solving approaches
• Apply methodologies such as DMAIC, Kaizen, and Value Stream Mapping to reduce waste, shorten cycle times, and improve quality
• Set process baselines, define success metrics, and track improvement outcomes — sharing results clearly with the team and leadership
• Build a culture of continuous improvement within the Poland centre through peer coaching, facilitation, and practical problem-solving
• Support the evolution of the T-0 to T-2 service model, with particular focus on T-1 prevention strategies that reduce avoidable case volumes

Analytics & Insight

• Develop dashboards and regular reporting to give PSS Poland and senior stakeholders a clear view of service performance
• Analyse case, content, and process data to surface patterns, capacity risks, and opportunities for improvement
• Contribute to executive performance reviews, service reports, and quarterly business reviews with clear, data-backed narratives
• Use Microsoft Power BI, Excel, and ServiceNow reporting tools to turn data into decisions

Stakeholder Collaboration & Change

• Build trusted relationships with HR and TA colleagues, team leads, and global partners — acting as a connector between operational reality and transformation goals
• Communicate change clearly and honestly, helping colleagues understand the 'why' behind new tools, processes, and ways of working
• Support organisational change activities including training, communication plans, and adoption tracking
• Represent voice in regional and global service excellence forums

Experience & Skills

• 3–6 years working in a service excellence, knowledge management, HR operations, or process improvement role — ideally within a Shared Services or GBS environment
• Hands-on experience creating and managing content in ServiceNow HR Service Delivery or a comparable ITSM/HR platform
• Comfortable working with AI tools — you don't need to be a data scientist, but curious, confident, and eager to learn
• Familiarity with Lean, Six Sigma, or structured improvement methods; formal certification is a plus, not a prerequisite
• Experience with HRIS platforms — Workday or ServiceNow HR Service Delivery preferred
• Solid data analysis skills; confidence working with Excel and Power BI or similar tools
• Strong written communication skills — you can explain complex things clearly and concisely for a range of audiences
• A collaborative working style and the ability to manage several workstreams at once in a fast-moving environment

Nice to Have

• Experience with generative AI tools such as Microsoft Copilot, ChatGPT, or RAG-based knowledge systems
• Exposure to RPA tools (UiPath, Power Automate) or virtual assistant development
• Background in financial services or a similarly regulated industry

Could This Be You?

• Do you get excited when a clunky process becomes a smooth one? Do you find yourself thinking about how AI could make your colleagues' working lives easier? If the answer is yes — we'd love to hear from you!
• We are building something genuinely new within our People Services & Solutions (PSS) centre in Poland. This role sits right at the centre of that work — leading the knowledge content that helps our people find answers, leading the charge on AI adoption within the Poland team, and driving the kind of steady, thoughtful improvement that adds up to real change over time.
• We are looking for someone who enjoys making things better and bringing others with them. You don't need to have all the answers on day one. We value curiosity, honesty, and the willingness to learn as much as any specific technical skill.

Career Stage:

Senior Associate

Compensation Information:

LSEG is committed to offering competitive Compensation and Benefits. The anticipated annual gross base salary for this position is between 126,300 zł - 199,700 zł. Please be aware base salary ranges may vary by geographic location. In addition to our offered base salary, this role is eligible for our Annual Bonus Plan (”bonus plan”). Target Bonus % will be commensurate with role level and posted career stage. Individual salary will be reflective of job-related knowledge, skills and equivalent experience.

Benefits Information:

LSEG roles (excluding internships) are typically eligible for inclusion in our LSEG Benefits program. To view the benefits available for the role you're applying for, please click here. This document provides a list of benefits by country. Simply click on the country where the role is based to view the relevant details. If you have specific questions or would like further details, these can be discussed during your interview.

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 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.