Head of Pipeline Operations & Client Experience

The Opportunity 

We are seeking a dynamic and strategic leader to take on the role of Global Head of Pipeline Operations and Client Experience, a critical position responsible for ensuring operational excellence and delivering a seamless client experience across our global data management ecosystem. This role is central to the daily functioning and continuous improvement of our Enterprise Data Management (EDM), Benchmarks & Indices (B&I), and Matrix products—each of which plays a vital role in delivering high-quality, timely, and accurate data to our clients. 

The successful candidate will oversee the full lifecycle of Pipeline Operations, from feed onboarding and maintenance to exception handling and service performance monitoring. They will lead globally distributed teams focused on Level 1 and Level 2 support, ensuring that client queries are resolved efficiently and escalated appropriately.  

This role demands a hands-on understanding of data workflows, infrastructure dependencies, and client service dynamics, with a strong focus on operational reliability, SLA adherence, and proactive issue resolution. 

In addition to operational oversight, this leader will be accountable for shaping the client experience strategy—ensuring that every touchpoint across EDM, B&I, and Matrix products reflects our commitment to excellence, responsiveness, and partnership. They will act as the final escalation point for complex service issues, collaborate closely with Sales and Account Management, and drive alignment across internal teams to support client retention and growth. 

This is a high-impact, senior leadership role requiring deep expertise in data operations, client service frameworks, and cross-functional team management within a fast-paced, data-driven environment. 

Responsibilities: 

Pipeline Operations Leadership 

• Own the end-to-end quality and reliability of data pipelines, including feed maintenance, onboarding/offboarding, change management, and exception handling. 
• Lead global teams responsible for Level 1 and Level 2 query resolution, ensuring timely escalation and resolution of complex issues. 
• Oversee infrastructure support, system monitoring, and SLA adherence to ensure operational excellence. 
• Drive continuous improvement in operational processes and automation to enhance scalability and efficiency. 

Client Experience Strategy 

• Define and execute a holistic client experience strategy that integrates service performance and service transition across all operational teams. 
• Deliver a bespoke, informed client experience tailored to client needs and expectations. 
• Act as the final escalation point for complex service-related issues across all accounts. 
• Establish and maintain a client service framework with regular, meaningful touchpoints across the client lifecycle. 

Cross-Functional Collaboration 

• Partner with Sales, Account Management, and Product teams to align operational delivery with client expectations and business goals. 
• Develop and maintain feedback mechanisms to capture, understand, and act on client insights. 
• Support revenue growth initiatives by enabling seamless operational support for new and existing clients. 

Leadership & Team Development 

• Build, mentor, and lead a high-performing global team of client relationship and technical oversight specialists. 
• Foster a culture of accountability, innovation, and excellence across all operational functions. 
• Ensure appropriate management of operational issues with global clients, maintaining high standards of service delivery. 

Requirements: 

• Proven senior leadership experience in data operations, client service, or related fields within financial technology or data management firms. 
• Deep understanding of data pipeline architecture, operational workflows, and client service frameworks. 
• Exceptional stakeholder management and communication skills, with a track record of influencing at the executive level. 
• Experience managing global teams and driving transformation in complex, matrixed environments. 
• Strong analytical mindset with a focus on metrics, performance tracking, and continuous improvement. 
• Good working knowledge and application experience of all facets of AI.  

What We Offer:

• AXA Gym Membership Discount 
• Healthshield Cashback plan 
• Healthshield Perks platform (Breeze) 
• MetLife Afterlife Support  
• Metalife GP 24 hour virtual GP service 
• Annual ‘purchase holiday’ scheme 
• Chubbs Travel Insurance 
• Group Income Protection scheme 
• Death in Service Funds 
• Referral bonus