Head of Customer Experience

Head of Customer Experience Job Description: Head of Customer Experience 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. Leading a multi-regional customer experience function with responsibility for a team of 100 people. Key Responsibilities Design and implement a segmented, differentiated customer service model that tailors experience and support to customer value and needs. Lead the integration of omnichannel capabilities - digital, chat, phone, and self-service - to deliver a unified and frictionless experience. Ensure the customer service function operates in full compliance with FCA regulatory requirements, embedding Consumer Duty principles across all client interactions and service design Customer Experience, Customer Success & Revenue Enablement Leverage advanced analytics and customer intelligence to identify opportunities for upsell, retention, and experience optimisation.Ensure cross-functional collaboration for a consistent, omnichannel experience across voice, chat, digital, and AI-assisted channels. 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. Demonstrated experience integrating AI, automation, analytics, and digital platforms to optimise service delivery and reduce cost-to-serve. Education: Bachelor's degree required; Master's, MBA, or relevant certifications (e.g., Six Sigma, Prosci, CX Leadership) preferred. 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. Proven ability to translate complex technical concepts into business value and financial impact. Champion the Customer - customer-obsessed, ensuring every decision enhances experience, trust, and loyalty. 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.