At a Glance
- Tasks: Lead a global team to transform customer experiences and drive innovation.
- Company: Join IG Group, a leader in financial services with a focus on customer-centric solutions.
- Benefits: Competitive salary, career growth opportunities, and a dynamic work environment.
- Other info: Be part of a culture that values innovation, collaboration, and customer obsession.
- Why this job: Shape the future of customer service and make a real impact on millions globally.
- Qualifications: 10+ years in customer service leadership with a focus on digital transformation.
The predicted salary is between 80000 - 100000 € per year.
Location: London
Department: Operations
Reports To: Director of Operations, IG Group
Role Overview: 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. You will lead 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, creating 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. Successfully partner with the group's most senior leaders to 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. Operate with urgency and agility, leading teams to deliver exceptional customer experiences at pace in a rapidly evolving environment. Deliver measurable improvements in customer satisfaction, cost‑to‑serve, and commercial enablement through data‑led decision‑making. Ensure the customer service function operates in 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), influencing product design and strategic decision‑making.
Experience and Qualifications
- 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.
Technical Expertise
- 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.
Leadership Capabilities
- 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.
Leadership Behaviours
- 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.
Why Join IG Group: This is a career‑defining opportunity to lead one of the industry's most innovative and customer‑centric service transformations. As Head of Customer Experience & Service Delivery, you will shape how millions of customers interact with IG globally – combining digital intelligence with human empathy to set a new benchmark for excellence in financial services.
Head of Customer Experience employer: IG India
At IG Group, we pride ourselves on being an exceptional employer that champions innovation and customer-centricity. Our London-based team thrives in a dynamic work culture that fosters collaboration, inclusion, and continuous growth, offering extensive opportunities for professional development and leadership mentorship. Join us to be part of a transformative journey where your contributions will directly impact millions of customers globally, all while enjoying the benefits of a supportive and agile environment.
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 and vision can transform customer service at IG Group. Keep it concise but impactful – you want to leave them wanting to know more about you and your ideas.
✨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 our team and contributing to our mission of delivering exceptional customer experiences.
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 key responsibilities and qualifications mentioned in the job description. Highlight your experience in customer service and leadership roles, as well as any relevant achievements that align with IG Group's goals.
Showcase Your Strategic Vision:In your application, demonstrate your ability to think strategically about customer experience. Share examples of how you've successfully led change initiatives or implemented innovative solutions that improved customer satisfaction and operational efficiency.
Highlight Cross-Functional Collaboration:Since this role involves working with various teams, emphasise your experience in cross-functional collaboration. Mention specific projects where you partnered with different departments to achieve common goals, showcasing your ability to break down silos.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. This way, your application will be reviewed promptly, and you'll be one step closer to joining our team at IG Group!
How to prepare for a job interview at IG India
✨Know Your Customer Experience Strategy
Before the interview, dive deep into IG Group's current customer experience strategy. Understand their approach to digital transformation and how they leverage AI and analytics. Be ready to discuss how your vision aligns with theirs and how you can contribute to enhancing customer loyalty and satisfaction.
✨Showcase Your Leadership Style
As a senior leadership role, it's crucial to demonstrate your leadership capabilities. Prepare examples of how you've built high-performing teams and fostered a culture of innovation and accountability. Highlight specific instances where your leadership led to measurable improvements in customer service or operational efficiency.
✨Prepare for Change Management Questions
Expect questions around change leadership and organisational transformation. Be ready to share your experiences in managing large-scale changes, particularly in customer service environments. Discuss how you've successfully integrated new technologies and processes while maintaining team morale and customer satisfaction.
✨Emphasise Cross-Functional Collaboration
This role requires strong collaboration across various departments. Prepare to discuss how you've partnered with teams like Technology, Marketing, and Sales to create unified customer-centric models. Share examples of how these collaborations have driven commercial outcomes and improved customer experiences.
