At a Glance
- Tasks: Lead a global team to transform customer experience and drive innovation.
- Company: Join IG Group, a leader in financial services with a focus on customer engagement.
- Benefits: Competitive salary, leadership development, and a dynamic work environment.
- Other info: Opportunity to mentor future leaders and drive change in a fast-paced environment.
- Why this job: Shape the future of customer service and make a real impact on customer loyalty.
- Qualifications: 10+ years in customer service leadership with a focus on digital transformation.
The predicted salary is between 80000 - 100000 £ per year.
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.
Leading 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 to create 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. 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. Deliver measurable improvements in customer satisfaction, cost‑to‑serve, and commercial enablement through data‑led decision‑making. Ensure 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) to influence product design and strategic decision‑making.
- 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.
- 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.
- 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.
- 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.
Head of Customer Experience employer: IG Index Limited
At IG Group, we pride ourselves on being an exceptional employer that champions innovation and customer-centricity. Our dynamic work culture fosters collaboration and empowerment, providing ample opportunities for professional growth and development within a diverse, global team. With a strong focus on employee well-being and a commitment to leveraging cutting-edge technology, we create a rewarding environment where you can make a meaningful impact on customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out 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 customer experience strategy and think about how your skills align with their goals. This will help you stand out and show that you're genuinely interested in making an impact.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in customer service and leadership can drive results. Use specific examples that highlight your achievements and how they relate to the role of Head of Customer Experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our brand. So, go ahead and submit your application today!
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to reflect the specific skills and experiences that align with the Head of Customer Experience role. Highlight your leadership experience and any relevant achievements in customer service transformation.
Showcase Your Strategic Vision:In your application, demonstrate your ability to define and execute a comprehensive customer service strategy. Use examples from your past roles where you've successfully led change and improved customer satisfaction.
Highlight Cross-Functional Collaboration:Emphasise your experience working with various teams like Technology, Marketing, and Sales. We want to see how you’ve built unified, customer-centric models and fostered collaboration across departments.
Be Data-Driven:Since this role is all about data-driven decision-making, include any relevant metrics or KPIs you've worked with. Show us how you've used analytics to drive improvements in customer experience and commercial outcomes.
How to prepare for a job interview at IG Index Limited
✨Know Your Customer Experience Strategy
Before the interview, dive deep into IG Group's current customer experience strategy. Understand their approach to omnichannel service and how they leverage AI and analytics. This will help you articulate how your vision aligns with theirs and demonstrate your strategic thinking.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership experience, especially in building high-performing teams. Be ready to discuss how you've fostered a culture of excellence and innovation in previous roles, as this is crucial for a senior position like Head of Customer Experience.
✨Demonstrate Change Management Expertise
Since this role involves leading large-scale change, come equipped with specific instances where you've successfully managed transformation initiatives. Discuss the challenges you faced, how you overcame them, and the measurable outcomes achieved to showcase your capability in driving change.
✨Engage with Data-Driven Insights
Highlight your proficiency in using data analytics to inform decision-making. Prepare to discuss how you've used customer intelligence to drive satisfaction and retention, and be ready to suggest innovative ways to enhance customer experiences through data-driven strategies.
