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-centric solutions.
- Benefits: Competitive salary, career growth, and the chance to shape customer interactions globally.
- Other info: Be part of a dynamic environment that values creativity and collaboration.
- Why this job: Make a real impact by enhancing customer experiences through digital and human innovation.
- Qualifications: 10+ years in customer service leadership with a passion for 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. 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.
- 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.
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 in London employer: IG India
At IG Group, we pride ourselves on being an exceptional employer that champions innovation and customer-centricity. Located in the vibrant city of London, we offer a dynamic work culture that fosters collaboration and empowers our employees to drive meaningful change. With extensive opportunities for professional growth and development, including mentorship and cross-functional leadership roles, joining our team as Head of Customer Experience means being at the forefront of transforming customer engagement in the financial services industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and goals. We want to see you shine!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Head of Customer Experience in London
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.
Emphasise Data-Driven Decision Making:Since this role focuses on data-driven experiences, be sure to include instances where you've used analytics to drive improvements in customer service or operational efficiency. This will show us you understand the importance of metrics in shaping customer experiences.
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets to the right people!
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 integrate AI and automation. This will help you articulate how your vision aligns with theirs.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, especially in managing large teams and driving change. Be ready to discuss how you've fostered a culture of excellence and collaboration in previous roles.
✨Demonstrate Data-Driven Decision Making
Since the role focuses on data-led outcomes, come prepared with specific instances where you've used analytics to drive customer satisfaction or operational efficiency. Highlight any KPIs you've successfully improved in past positions.
✨Engage with the Interviewers
Remember, interviews are a two-way street! Prepare thoughtful questions about IG Group's future initiatives in customer experience. This shows your genuine interest and helps you assess if the company aligns with your values and goals.
