Job Description: Head of Customer Experience
Location: London
Department: Operations
Reports to: Director of Operations, IG Group
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 — 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.
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.
Establish robust governance, metrics, and KPIs to track operational excellence, service quality, and transformation success.
Change Leadership & People Development
Build and inspire high-performing, cross-functional teams that thrive on innovation, empowerment, and accountability.
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.
