Job Description: Head of Customer Experience
Location: London
Department: Operations
Reports to: Director of Operations, IG Group
Role Overview
As Head of Customer Experience at IG Group, you will shape the future of how we serve and engage our customers globally. This senior leadership role combines strategic transformation, operational excellence, and human‑centred innovation to deliver exceptional, data‑driven experiences that strengthen loyalty and commercial growth. You will lead a multi‑regional customer experience function with responsibility for a team of ~100 people. You will lead large‑scale change across digital, human, and automated channels — creating a seamless, omnichannel service ecosystem that empowers customers and teams alike. Reporting to the Director of Operations, you will define the strategic vision for customer service, while driving measurable outcomes in satisfaction, efficiency, and revenue enablement.
Key Responsibilities
Strategic Leadership
- Define and execute a comprehensive global customer service strategy aligned with IG's business objectives and digital transformation roadmap.
- Design and implement a segmented, differentiated customer service model that tailors experience and support to customer value and needs.
- Build future‑state operating models leveraging AI, automation, and advanced analytics to enhance efficiency, personalisation, and scalability.
- Lead the integration of omnichannel capabilities — digital, chat, phone, and self‑service — to deliver a unified and frictionless experience.
- Successfully partner with the groups most senior leaders to secure investment, alignment, and sponsorship for customer service transformation initiatives.
- Establish robust governance, metrics, and KPIs to track operational excellence, service quality, and transformation success.
- Operate with urgency and agility, leading teams to deliver exceptional customer experiences at pace in a rapidly evolving environment.
- Deliver measurable improvements in customer satisfaction, cost‑to‑serve, and commercial enablement through data‑led decision‑making.
- Ensure the customer service function operates in full compliance with FCA regulatory requirements, embedding Consumer Duty principles across all client interactions and service design.
Change Leadership & People Development
- Build and inspire high‑performing, cross‑functional teams that thrive on innovation, empowerment, and accountability.
- Foster a culture of excellence, inclusion, and customer obsession across global service teams.
- Strengthen collaboration across Technology, Operations, Transformation, Enablement, and Commercial teams to align objectives and deliver integrated solutions.
- Mentor and develop next‑generation leaders skilled in AI, automation, analytics, and digital service design.
Customer Experience, Customer Success & Revenue Enablement
- Build a unified customer service model that integrates satisfaction, retention, and commercial growth outcomes.
- Partner with Sales, Marketing, Product, and Commercial divisions to design an end‑to‑end operating model linking service excellence to commercial outcomes.
- Leverage advanced analytics and customer intelligence to identify opportunities for upsell, retention, and experience optimisation.
- Drive adoption of digital‑first and self‑service capabilities to enhance efficiency and accessibility while improving satisfaction.
- Ensure cross‑functional collaboration for a consistent, omnichannel experience across voice, chat, digital, and AI‑assisted channels.
- Represent the Voice of the Customer (VoC), influencing product design and strategic decision‑making.
Experience And Qualifications
- Extensive Leadership Experience: 10+ years in customer service, customer operations, or customer success, including at least 5 years in senior leadership roles overseeing large‑scale, multi‑channel operations.
- Strategic Delivery: Proven success leading enterprise‑wide strategic programmes that delivered measurable improvements in satisfaction, efficiency, and commercial outcomes.
- Digital and AI Expertise: Demonstrated experience integrating AI, automation, analytics, and digital platforms to optimise service delivery and reduce cost‑to‑serve.
- Strategic and Commercial Acumen: Deep understanding of customer lifecycle management, revenue enablement, and retention strategies with a focus on driving business value.
- Cross‑Functional Leadership: Skilled in partnering with Technology, Product, Marketing, Sales, and Commercial divisions to build unified, customer‑centric models.
- Change Leadership: Expert in organisational change management and culture transformation with a focus on empowerment and continuous improvement.
- Education: Bachelor's degree required; Master's, MBA, or relevant certifications (e.g., Six Sigma, Prosci, CX Leadership) preferred.
Technical Expertise
- Mastery of digital transformation frameworks and methodologies across complex, service‑driven organisations.
- Strong understanding of AI, machine learning, and robotic process automation (RPA) applications in customer operations.
- Proficient in data analytics, CRM, workflow automation, and omnichannel platforms.
- Ability to connect technology, data, and human insight to deliver operational excellence and customer delight.
Leadership Capabilities
- Strategic thinker with the ability to drive pragmatic execution and measurable business results.
- Leads with clarity and momentum, ensuring teams execute at pace to exceed customer expectations.
- Exceptional communicator and influencer, comfortable engaging senior stakeholders across the business.
- Proven ability to translate complex technical concepts into business value and financial impact.
- Strong analytical and commercial acumen, with expertise in ROI modelling and business case development.
- Collaborative leader skilled in breaking silos and aligning cross‑functional teams around common goals.
Leadership Behaviours
- Innovative and future‑focused — constantly challenging convention to deliver transformative outcomes.
- Lead and Inspire — drives trust, alignment, and enthusiasm across global teams.
- Think Big — focuses on the problems that most impact commercial outcomes.
- Deliver at Pace — pushes for fast, sustainable growth.
- Raise the Bar — takes ownership, is accountable, and shares feedback.
- Champion the Customer — customer‑obsessed, ensuring every decision enhances experience, trust, and loyalty.
- Resilient and adaptive — thrives in dynamic, high‑growth environments.
- Data‑informed and insight‑led — uses analytics to guide strategy and decision‑making.
- Collaborative and transparent — fosters trust across global teams and senior leadership.
Benefits
This is a career‑defining opportunity to lead one of the industry's most innovative and customer‑centric service transformations. As Head of Customer Experience & Service Delivery, you will shape how millions of customers interact with IG globally — combining digital intelligence with human empathy to set a new benchmark for excellence in financial services.
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