At a Glance
- Tasks: Lead AI-driven client servicing automation and optimise operations for a fintech leader.
- Company: Join IG Group, a top global fintech innovator with a dynamic culture.
- Benefits: Enjoy competitive salary, flexible benefits, private medical cover, and career growth opportunities.
- Other info: Be part of a pivotal moment in a FTSE 100 company with global reach.
- Why this job: Shape the future of AI in finance and make a real impact on client experiences.
- Qualifications: Proven experience in AI transformation and strong leadership skills required.
The predicted salary is between 80000 - 100000 £ per year.
**Location:** London (hybrid) | **Type:** Permanent, full time | **Reports to:** Operations Director
**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 100, 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 eighteen 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, commodities and crypto.
IG is at a pivotal moment. We are moving with real pace and ambition -- rethinking how we serve clients, how we operate, and how we use technology to do both better. For people who want to be part of building something, rather than maintaining it, this is an unusually good time to join.
**About the Opportunity**
This is a role for a builder. We are not looking for someone to oversee an AI agenda at arm's length. We want someone who has personally designed and delivered AI-powered client servicing, who understands the technology well enough to configure platforms, challenge engineers and make smart vendor decisions, and who can point to specific outcomes they have driven.
The AI Operations function is responsible for designing, implementing and optimising AI-driven automation across IG's global Operations. It is a focused, hands-on delivery team with a clear ambition: to build a client servicing capability that competes with the best in fintech. The immediate focus is on client servicing automation, expanding over time into KYC, payments and back-office processing.
You will lead a focused team of AI change and engineering specialists, and will operate in a cross-functional environment where central AI resource is shared across the business. Influencing and making the case for that resource, as much as directing your own team, will be central to how this role succeeds. You will report to the Operations Director and work closely with Technology, Data and AI teams and senior stakeholders across IG's global markets.
You will inherit an established team and develop it to meet the demands of a more technically ambitious and delivery-focused mandate. For the right person, this is also a career-defining move. You will be one of a small number of leaders shaping how a FTSE 100 company uses AI to transform its operations -- with the visibility, the mandate and the senior relationships to make a lasting mark.
**Key Responsibilities**
- AI delivery and automation - Own and accelerate IG's AI-led client servicing automation programme, with a relentless focus on measurable improvement in digital deflection and client outcomes that match the best in the industry. Lead the continuous configuration and optimisation of IG's conversational AI platforms, running as an ongoing improvement cycle rather than a series of projects. Identify, prioritise and deliver automation opportunities across the wider Operations estate, expanding the mandate progressively into KYC processing, payments and back-office functions.
- Technical direction and resource leadership - Set clear technical direction for AI delivery within Operations, working with your own engineers and making a compelling case for central AI resource where additional capacity is needed. Work directly with engineers and technical configurators, with sufficient hands-on fluency to challenge delivery, identify bottlenecks and maintain high standards of output. Build the data and measurement foundations that allow the function to demonstrate impact, learn continuously and make evidence-based decisions.
- Team development and stakeholder leadership - Develop and shape the AI Operations team to meet the demands of a more technically ambitious mandate, building capability in the right areas and creating a high-performing, delivery-focused unit. Establish strong partnerships with Technology, Data and AI, and senior divisional leaders, positioning AI Operations as a credible, high-impact delivery partner across the business. Define and drive the automation roadmap across the Operations estate, working with peer leaders to align priorities and make a persuasive case for investment and resource.
**Role Requirements**
- You do not need to be the deepest technical expert in the room, but you need to be close enough to the technology to set direction, challenge delivery and hire well.
- A demonstrable track record of delivering AI-led client servicing transformation in a complex, high-volume environment, with measurable results on deflection or automation at scale.
- Hands-on experience with conversational AI platforms in a client servicing context. Experience with tools such as Intercom, Zendesk, Genesys or Salesforce Service Cloud is a strong indicator. You should be able to speak to configuration decisions, not just strategic direction.
- The ability to lead both technical engineers and non-technical operations teams through AI-led change, with credibility on both sides.
- Comfortable operating in a matrixed environment, with the influencing skills to secure resource and buy-in beyond your direct team.
- A track record of taking a contact centre or client servicing function from manual and reactive to AI-first, with outcomes you can speak to with precision.
- Commercial mindset. You measure success in client and business outcomes, not technology milestones.
- Strong stakeholder leadership, with the credibility and communication skills to operate at C-suite level.
**Desirable**
- Working knowledge of agentic AI, including LLMs, RAG and MCP architectures, sufficient to set direction and challenge a technical delivery team.
- Experience with voice AI platforms such as ElevenLabs, Vapi, Retell or equivalent.
- Experience working in a regulated environment, including FCA, DORA or equivalent financial services regulatory frameworks.
- Exposure to KYC automation or payment processing automation, in addition to client experience.
- Experience scaling AI delivery across multiple geographies and operational teams.
- Background in a fintech scale-up or high-growth environment where capability had to be built without established infrastructure.
**Why IG, Why Now**
IG is at an inflection point. The business has the client base, the global reach and the leadership ambition to become genuinely AI-first in how it serves its customers. What it needs is someone to make that happen. This is not a role where you will spend your first year building a business case. The mandate is clear, the investment appetite is real, and the expectation is delivery. For someone who has spent their career proving that AI can transform client servicing at scale, this is the opportunity to do it at a business where it will matter commercially, visibly and quickly. You will have the autonomy to shape how one of the UK's leading fintechs operates, the seniority to influence decisions at the top of the organisation, and the growth path to take on a broader remit as the function grows.
**The Perks**
- Competitive salary
- Flexible Benefits Package on top of your salary (12%)
- Private medical cover for you and your family
Head of AI Operations in London employer: IG Group
IG Group is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets ambition. With a strong focus on employee growth through tailored development programmes and mentoring opportunities, IG empowers its team to shape the future of fintech while enjoying a competitive salary and flexible benefits. The hybrid work model fosters a collaborative culture, making it an ideal place for those looking to make a meaningful impact in AI operations.
StudySmarter Expert Advice🤫
We think this is how you could land Head of AI Operations in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their AI initiatives and be ready to discuss how your experience aligns with their goals. Show them you're not just another candidate, but someone who genuinely wants to contribute to their mission.
✨Tip Number 3
Practice your pitch! Be clear about what you bring to the table and how you can help them achieve their AI ambitions. A confident, concise introduction can make a lasting impression and set the tone for the rest of the conversation.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and ready to dive into the exciting world of AI operations.
We think you need these skills to ace Head of AI Operations in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with AI-led client servicing. We want to see how your skills align with our mission at IG Group, so don’t hold back on showcasing your relevant achievements!
Show Your Hands-On Experience:We’re looking for someone who’s not just about the theory but has actually rolled up their sleeves and delivered AI solutions. Be specific about the platforms you’ve worked with and the outcomes you’ve achieved – we love a good success story!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to describe your experiences and avoid jargon unless it’s absolutely necessary. We appreciate clarity as much as we appreciate creativity!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about IG Group while you’re at it!
How to prepare for a job interview at IG Group
✨Know Your AI Stuff
Make sure you brush up on your knowledge of AI technologies, especially those relevant to client servicing. Be ready to discuss specific platforms like Intercom or Zendesk and how you've used them in past roles. This shows you’re not just a strategist but someone who can get hands-on when needed.
✨Showcase Your Impact
Prepare to share concrete examples of how you've driven measurable improvements in AI-led transformations. Whether it’s about digital deflection rates or automation success stories, having data-backed results will make a strong impression on the interviewers.
✨Build Relationships
Since this role involves working across various teams, think about how you can demonstrate your stakeholder management skills. Share experiences where you’ve successfully influenced decisions or secured resources from other departments. This will highlight your ability to navigate a matrixed environment.
✨Be a Builder, Not a Maintainer
IG Group is looking for someone who can build and innovate rather than just oversee. Prepare to discuss your vision for AI operations and how you plan to develop the team and processes. Show that you’re excited about creating something impactful and not just maintaining the status quo.
