Service Excellence Specialist (6-Month FTC)

About the role

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 probl

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