At a Glance
- Tasks: Analyse customer service data to drive improvements and enhance client experiences.
- Company: Join IG Group, a leading global fintech company with a dynamic culture.
- Benefits: Enjoy competitive salary, flexible working hours, and career development opportunities.
- Other info: Gain exposure to senior stakeholders and grow into strategic analytical roles.
- Why this job: Make a real impact on customer experience while working with a supportive team.
- Qualifications: Strong analytical skills, SQL proficiency, and experience with data visualisation tools.
The predicted salary is between 28800 - 43200 £ per year.
About IG Group
IG Group (LSEG: IGG) is a leading global fintech company, established in 1974, and headquartered in London. As an innovative member of the FTSE 250, IG Group provides dynamic online trading platforms and a robust educational ecosystem, empowering ambitious individuals worldwide in their pursuit of financial freedom. With operations spanning nineteen countries across Europe, Africa, Asia-Pacific, the Middle East, and North America, IG Group offers clients access to approximately 19,000 financial markets, including shares, forex, indices, and commodities.
IG Group is undergoing a significant transformation, led by CEO Breon Corcoran, appointed in early 2024, and a leadership team that includes newly appointed executives. Our focus is on three areas: delivering quality product to our customers to better meet their needs, embedding a high-performance culture across the organisation, and being more efficient and scalable in how we service our customers through digitisation. All of this is in service of growing our user base and our revenue on a sustainable basis.
About the Opportunity
IG Group is at a pivotal moment in its growth journey. The business is undergoing a significant transformation — evolving its strategy, operating model, leadership culture, and organisational capability to fuel ambitious global growth.
What we’re looking for
We’re looking for a talented Customer Experience/Customer Services Data Analyst to join our Transformation Insights team. In this role, you’ll be at the heart of our customer service analytics, turning complex data into actionable insights that drive measurable improvements in how we serve our clients. You’ll work with stakeholders at all levels of the business, translating customer service metrics into clear narratives that inform strategic decisions. This is a hands-on role for someone who thrives in fast-paced environments and isn’t afraid to roll up their sleeves with imperfect data.
Key Responsibilities
- Analyse and report on customer service performance metrics, identifying trends, root causes, and opportunities for improvement
- Translate complex data into compelling presentations and executive summaries for senior leadership
- Partner with stakeholders across customer service, operations, and transformation teams to understand business challenges and deliver analytical solutions
- Manage data quality challenges, working with messy datasets to extract reliable insights
- Build and maintain dashboards and regular reporting that enable stakeholders to monitor service quality and operational efficiency
- Conduct deep-dive analysis into areas such as workforce management, quality assurance, customer satisfaction, and channel performance as opportunities arise
- Identify improvements to reporting processes and analytics capabilities
What We’re Looking For
Essential
- Strong analytical skills with demonstrable experience in a data analyst role
- Proficiency in SQL and comfort working with large datasets
- Experience with data visualisation tools (e.g., Looker, Tableau, Power BI)
- Excellent attention to detail – you naturally spot anomalies and question data quality
- Strong stakeholder management skills with ability to navigate competing priorities
- Ability to work independently and prioritise effectively in a dynamic environment
- Strong communication skills, both written and verbal, with ability to explain technical concepts to non-technical audiences
- Experience with Excel for data manipulation and analysis
Desirable
- Experience in customer service analytics or contact centre environments
- Knowledge of workforce management or quality assurance frameworks
- Familiarity with BigQuery or similar cloud data platforms
- Experience creating polished PowerPoint presentations
- Start-up experience or working in fast-growth environments
- Understanding of financial services or trading platforms
What You’ll Get
The opportunity to make a tangible impact on customer experience, working with a supportive team on high-visibility projects that shape how the business serves its clients. You’ll gain exposure to senior stakeholders and develop expertise across multiple aspects of customer service analytics, with scope to grow into more strategic analytical work.
The Perks
As well as having the chance to attend regular social events and join special-interest groups, you get an attractive selection of benefits working with IG:
- Competitive base salary
- 12% Flexible Benefits Package
- Matched giving for your fundraising activity
- Flexible working hours and work-from-home opportunities
- Performance-related bonuses
- Pension, insurance and medical plans
- Career-focused technical and leadership trainings in-class and online, incl. unlimited access to LinkedIn Learning platform
- A day off on your birthday
- Two days’ volunteering leave per year
Number of openings: 1
Customer Experience Data Analyst employer: IG Group
IG Group is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets opportunity. As a Customer Experience Data Analyst, you will play a crucial role in shaping customer service strategies while enjoying a competitive salary, flexible working arrangements, and extensive professional development opportunities. With a strong focus on employee growth and a vibrant company culture, IG Group empowers its team members to make a meaningful impact in the fintech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Data Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at IG Group on LinkedIn. A friendly message can go a long way in getting insider info and maybe even a referral.
✨Tip Number 2
Prepare for the interview by diving deep into customer service analytics. Brush up on your SQL skills and be ready to discuss how you’ve tackled messy datasets in the past.
✨Tip Number 3
Show off your communication skills! Practice explaining complex data insights in simple terms. You want to impress them with your ability to translate numbers into narratives.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team.
We think you need these skills to ace Customer Experience Data Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Experience Data Analyst role. Highlight your analytical skills, experience with SQL, and any relevant data visualisation tools you've used. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service analytics and how you can contribute to our transformation journey. Keep it concise but impactful – we love a good story!
Showcase Your Data Skills:In your application, don’t forget to showcase your experience with messy datasets and how you've turned complex data into actionable insights. We’re keen on seeing examples of your analytical prowess and attention to detail!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you get all the updates directly from us. Plus, it’s super easy!
How to prepare for a job interview at IG Group
✨Know Your Data Inside Out
As a Customer Experience Data Analyst, you'll be dealing with complex datasets. Make sure you brush up on your SQL skills and understand how to manipulate data using Excel. Be prepared to discuss specific examples of how you've turned messy data into actionable insights.
✨Master the Art of Storytelling
Your ability to translate data into compelling narratives is crucial. Practice presenting your findings in a clear and engaging way. Use visuals from tools like Tableau or Power BI to support your points, and think about how you can make your analysis relatable to non-technical stakeholders.
✨Showcase Your Stakeholder Management Skills
This role requires strong collaboration with various teams. Be ready to share experiences where you've successfully navigated competing priorities or resolved conflicts. Highlight your communication skills and how you've tailored your approach to different audiences.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world situations. Think of examples where you've identified trends or root causes in customer service metrics. Prepare to discuss how you would approach challenges related to data quality or reporting processes.
