Head of Client Service Excellence

So, who are we?

Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.

We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers.

We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth.

Your role in the Team's Success

IG Group’s Head of Client Service Excellence is a senior leadership position within the Trading & Operations function and a key stakeholder for growth and success across the group. We're seeking a proven customer service excellence leader who can architect our future-state service vision and strategy, and elevate our client service to world-class standards.

This role requires someone who has built exceptional service operations and can leverage their expertise to rapidly transform our capabilities through strategic digital enablement. This is a rare opportunity to define the "north star" for customer service excellence in fintech, creating a digital-first service model that will enable exponential scaling, balancing automation and AI with human support, across complex, multi-jurisdictional operations.

What you'll do

Service Excellence Leadership

• Conduct rapid assessment of current state vs. best-in-class standards and identify opportunities for immediate improvement then sustained quality and transformation
• Import and adapt proven service excellence frameworks to IG Group context, leveraging experience from world-class, customer-first operating models
• Establish what "digital service excellence" means for our diverse clients, future audiences and complex product portfolio

Future vision and strategy development

• Define the future state of IG Group’s global customer servicing, and architect a comprehensive digital-first service model optimised for scalable growth and automation

• Collaborate with transformation teams to create an implementation roadmap that balances cutting-edge technology with the complexities of regulated financial services

• Drive the evolution from reactive support to proactive, predictive, personalised customer engagement

Digital transformation partnership

• Partner closely with transformation teams to leverage their technical expertise while providing service excellence direction
• Guide the strategic integration of AI, machine learning, and intelligent automation technologies to enhance service delivery
• Champion omnichannel digital service delivery across web, mobile, and emerging platforms
• Ensure digital initiatives are grounded in proven service excellence methodologies

Performance framework design

• Embed KPIs and metrics that drive digital-first behaviours and service quality, balancing automation efficiency with regulatory compliance and high performance
• Develop dashboards and analytics that provide real-time insights into digital transformation progress

Technology strategy and innovation

• Evaluate and recommend next-generation customer service technologies and platforms
• Lead the strategic development of generative and agentic AI, and other self-service capabilities
• Design intelligent routing and escalation frameworks that optimize both automation and human expertise
• Champion the integration of customer data and analytics to drive personalized, predictive service experiences

Cross-functional collaboration

• Partner closely with the Head of Client Services Operations to ensure seamless integration of digital and operational strategies
• Collaborate with technology transformation teams to align customer service evolution with broader digital initiatives
• Work with product teams to integrate service capabilities into client-facing platforms
• Engage with risk and compliance teams to embed regulatory requirements into digital service design

What we are looking for

Customer excellence experience

• Several years leading customer service strategy and/or operations with demonstrable excellence outcomes
• Track record of achieving top-tier customer satisfaction metrics (NPS 70+, CSAT 90%+, or equivalent industry benchmarks) and significant automation rates (>50%)
• Experience designing and implementing digital-first service models at scale
• Proven ability to rapidly improve service quality through structured approaches
• Deep knowledge of service excellence frameworks, methodologies, and best practices
• Experience building customer-centric cultures and high-performing service teams

Knowledge transfer & best practice implementation

• Demonstrated success importing and adapting best practices from to accelerate service maturity
• Ability to benchmark against industry leaders and identify quick wins for immediate impact
• Experience achieving step-change improvements in service quality without reinventing the wheel
• Track record of successfully translating service excellence frameworks across different business contexts

Digital transformation experience

• Successful partnership with digital transformation in customer service environments
• Experience working with technology teams to achieve significant automation rates
• Understanding of how to enhance proven service methodologies through digital enablement

Technology leadership

• Deep understanding of customer service technologies including AI, chatbots, and automation platforms
• Experience with Intercom or Genesys preferred; or similar advanced customer communication platforms
• Knowledge of CRM integration, API development, and omnichannel technology stacks
• Understanding of data analytics, machine learning, and predictive customer service applications

Strategic vision

• Exceptional ability to create compelling future-state visions and transformation roadmaps
• Experience translating complex business requirements into digital service strategies
• Strategic mindset with ability to anticipate future customer needs and market trends

Performance and measurement

• Experience in designing KPI frameworks for digital transformation initiatives
• Working knowledge of customer experience analytics and performance measurement tools
• Understanding of how to drive behavioural change through metrics and incentive design
• Knowledge of digital service benchmarking and industry best practices

Collaboration and influence

• Strong partnership skills for working with operations, technology, and commercial teams
• Ability to influence without direct authority and build consensus around digital transformation
• Experience managing complex stakeholder relationships across multiple jurisdictions
• Excellent communication skills for presenting transformation strategies to senior leadership

How we work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office -- which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

Lead and Inspire: Drives trust, alignment, and enthusiasm

Think Big: Focus on the problems that most impact commercial outcomes

Champion the client: Understand and prioritise client's needs

Deliver at pace: Push for fast, sustainable growth;

Raise the bar: Take ownership, be accountable and share feedback

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.

The Perks

Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.

Learn more about the Perks here!

Join us for this exciting journey. Apply now!