Job TitleHead of Client Service ExcellenceJob DescriptionSo, 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 and shares, leveraged products, Futures and 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 SuccessIG Group''s Head of Client Service Excellence is a senior leadership position within the Trading and 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 doService Excellence LeadershipConduct rapid assessment of current state vs. best-in-class standards and identify opportunities for immediate improvement then sustained quality and transformationImport and adapt proven service excellence frameworks to IG Group context, leveraging experience from world-class, customer-first operating modelsEstablish what digital service excellence means for our diverse clients, future audiences and complex product portfolioFuture vision and strategy developmentDefine the future state of IG Group''s global customer servicing, and architect a comprehensive digital-first service model optimised for scalable growth and automationCollaborate with transformation teams to create an implementation roadmap that balances cutting-edge technology with the complexities of regulated financial servicesDrive the evolution from reactive support to proactive, predictive, personalised customer engagementDigital transformation partnershipPartner closely with transformation teams to leverage their technical expertise while providing service excellence directionGuide the strategic integration of AI, machine learning, and intelligent automation technologies to enhance service deliveryChampion omnichannel digital service delivery across web, mobile, and emerging platformsEnsure digital initiatives are grounded in proven service excellence methodologiesPerformance framework designEmbed KPIs and metrics that drive digital-first behaviours and service quality, balancing automation efficiency with regulatory compliance and high performanceDevelop dashboards and analytics that provide real-time insights into digital transformation progressTechnology strategy and innovationEvaluate and recommend next-generation customer service technologies and platformsLead the strategic development of generative and agentic AI, and other self-service capabilitiesDesign intelligent routing and escalation frameworks that optimize both automation and human expertiseChampion the integration of customer data and analytics to drive personalized, predictive service experiencesCross-functional collaborationPartner closely with the Head of Client Services Operations to ensure seamless integration of digital and operational strategiesCollaborate with technology transformation teams to align customer service evolution with broader digital initiativesWork with product teams to integrate service capabilities into client-facing platformsEngage with risk and compliance teams to embed regulatory requirements into digital service designWhat we are looking forCustomer excellence experienceSeveral years leading customer service strategy and/or operations with demonstrable excellence outcomesTrack 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 scaleProven ability to rapidly improve service quality through structured approachesDeep knowledge of service excellence frameworks, methodologies, and best practicesExperience building customer-centric cultures and high-performing service teamsKnowledge transfer and best practice implementationDemonstrated success importing and adapting best practices from to accelerate service maturityAbility to benchmark against industry leaders and identify quick wins for immediate impactExperience achieving step-change improvements in service quality without reinventing the wheelTrack record of successfully translating service excellence frameworks across different business contextsDigital transformation experienceSuccessful partnership with digital transformation in customer service environmentsExperience working with technology teams to achieve significant automation ratesUnderstanding of how to enhance proven service methodologies through digital enablementTechnology leadershipDeep understanding of customer service technologies including AI, chatbots, and automation platformsExperience with Intercom or Genesys preferred; or similar advanced customer communication platformsKnowledge of CRM integration, API development, and omnichannel technology stacksUnderstanding of data analytics, machine learning, and predictive customer service applicationsStrategic visionExceptional ability to create compelling future-state visions and transformation roadmapsExperience translating complex business requirements into digital service strategiesStrategic mindset with ability to anticipate future customer needs and market trendsPerformance and measurementExperience in designing KPI frameworks for digital transformation initiativesWorking knowledge of customer experience analytics and performance measurement toolsUnderstanding of how to drive behavioural change through metrics and incentive designKnowledge of digital service benchmarking and industry best practicesCollaboration and influenceStrong partnership skills for working with operations, technology, and commercial teamsAbility to influence without direct authority and build consensus around digital transformationExperience managing complex stakeholder relationships across multiple jurisdictionsExcellent communication skills for presenting transformation strategies to senior leadershipHow we workWe 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 enthusiasmThink Big: Focus on the problems that most impact commercial outcomesChampion the client: Understand and prioritise client''s needsDeliver at pace: Push for fast, sustainable growth;Raise the bar: Take ownership, be accountable and share feedbackWe 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 DandI approach here.The PerksYour 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!Number of openings1

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