Overview
In this role you drive the API integration roadmap and architecture for a regulated conversational AI platform, aligning with IG’s mission to reduce servicing costs without compromising client experience. You own governance, data protection, and auditability for automated decisions, while expanding channels and coordinating with a platform partner. You translate business needs into scalable AI-enabled automation and ensure go-live readiness with measurable impact. This is a high-impact leadership role shaping how AI and integrations empower client servicing at scale.
Responsibilities
- Set the technical direction for conversational AI across servicing, including what to build, buy, or automate with a platform partner
- Lead the API integration roadmap to enable personalised, account-aware automation with data read/write paths, latency guarantees, and handling of stale/unavailable data
- Own architecture and access design with InfoSec and Data Protection, enforcing least privilege and reconstructions of decisions
- Govern automated decisions with robust thresholds, evidencing accuracy, and streamlined change approvals compatible with Internal Audit
- Secure and maintain engineering capacity by building a compelling case within receiving teams
- Lead expansion into additional channels and orchestration across voice, back office, and outbound
- Manage senior relationship with the platform partner, ensuring commitments and escalation resolution
- Transition new capabilities to live ownership at go-live with agreed client requirements and accuracy standards
- Define the programme economics and defend them to an evidence-based standard accepted by Finance
Key requirements
- Delivered API or platform integration experience in a regulated financial services environment with strong access control, data protection, and auditability constraints
- Practical understanding of production-grade LLM-based agent systems, including tool use, retrieval, evaluation, guardrails, and latency considerations
- Experience selecting and managing a strategic technology partner and holding them to commitments
- Ability to influence roadmaps in a matrixed or decentralised organisation
- Awareness of regulatory context (Consumer Duty and automated decisioning) as it applies to AI
- People leadership experience or clear readiness for it
- Influence and stakeholder management
- Strategic thinking and cross-functional collaboration
- Clear communication and decision documentation
- API integration
- System architecture for AI platforms
- InfoSec and Data Protection practices (least privilege, access control)
Principal Conversational AI Lead employer: IG Group
IG Group is an exceptional employer located in the heart of London, offering a dynamic work environment that fosters collaboration and innovation. With a hybrid work model, comprehensive benefits, and a strong focus on employee development, you will have the opportunity to grow your career while delivering premium service to high-net-worth clients. Join us to be part of a culture that values excellence and empowers you to make a meaningful impact in the financial services industry.
