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Apply locations Cannon Street, London time type Full time posted on Posted 2 Days Ago job requisition id R_15017 Job Title
Head of Client Service Excellence Job Description
We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.
We're hungry to move faster, ship better product for our customers and grow our user base. IG Groups Head of Client Service Excellence is a senior leadership position within the Trading & Operations function and a key stakeholder for growth and success across the group. We're seeking a proven customer service excellence leader who can architect our future-state service vision and strategy, and elevate our client service to world-class standards.
This role requires someone who has built exceptional service operations and can leverage their expertise to rapidly transform our capabilities through strategic digital enablement. This is a rare opportunity to define the north star for customer service excellence in fintech, creating a digital-first service model that will enable exponential scaling, balancing automation and AI with human support, across complex, multi-jurisdictional operations.
Service Excellence Leadership
best-in-class standards and identify opportunities for immediate improvement then sustained quality and transformation
Import and adapt proven service excellence frameworks to IG Group context, leveraging experience from world-class, customer-first operating models
Establish what digital service excellence means for our diverse clients, future audiences and complex product portfolio
Define the future state of IG Groups global customer servicing, and architect a comprehensive digital-first service model optimised for scalable growth and automation
Collaborate with transformation teams to create an implementation roadmap that balances cutting-edge technology with the complexities of regulated financial services
Drive the evolution from reactive support to proactive, predictive, personalised customer engagement
Digital transformation partnership
Partner closely with transformation teams to leverage their technical expertise while providing service excellence direction
Guide the strategic integration of AI, machine learning, and intelligent automation technologies to enhance service delivery
Champion omnichannel digital service delivery across web, mobile, and emerging platforms
Ensure digital initiatives are grounded in proven service excellence methodologies
Performance framework design
Embed KPIs and metrics that drive digital-first behaviours and service quality, balancing automation efficiency with regulatory compliance and high performance
Develop dashboards and analytics that provide real-time insights into digital transformation progress
Evaluate and recommend next-generation customer service technologies and platforms
Lead the strategic development of generative and agentic AI, and other self-service capabilities
Champion the integration of customer data and analytics to drive personalized, predictive service experiences
Partner closely with the Head of Client Services Operations to ensure seamless integration of digital and operational strategies
Collaborate with technology transformation teams to align customer service evolution with broader digital initiatives
Work with product teams to integrate service capabilities into client-facing platforms
Engage with risk and compliance teams to embed regulatory requirements into digital service design
Customer excellence experience
~ Several years leading customer service strategy and/or operations with demonstrable excellence outcomes
~ Experience designing and implementing digital-first service models at scale
~ Proven ability to rapidly improve service quality through structured approaches
~ Deep knowledge of service excellence frameworks, methodologies, and best practices
~ Experience building customer-centric cultures and high-performing service teams
Knowledge transfer & best practice implementation
Demonstrated success importing and adapting best practices from to accelerate service maturity
Ability to benchmark against industry leaders and identify quick wins for immediate impact
Experience achieving step-change improvements in service quality without reinventing the wheel
Track record of successfully translating service excellence frameworks across different business contexts
Digital transformation experience
Successful partnership with digital transformation in customer service environments
Understanding of how to enhance proven service methodologies through digital enablement
Deep understanding of customer service technologies including AI, chatbots, and automation platforms
Knowledge of CRM integration, API development, and omnichannel technology stacks
Understanding of data analytics, machine learning, and predictive customer service applications
Exceptional ability to create compelling future-state visions and transformation roadmaps
Experience translating complex business requirements into digital service strategies
Performance and measurement
Experience in designing KPI frameworks for digital transformation initiatives
Working knowledge of customer experience analytics and performance measurement tools
Knowledge of digital service benchmarking and industry best practices
Strong partnership skills for working with operations, technology, and commercial teams
Ability to influence without direct authority and build consensus around digital transformation
Excellent communication skills for presenting transformation strategies to senior leadership
We follow a hybrid working model with 3 days in the office -- which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:
Think Big: Focus on the problems that most impact commercial outcomes
Raise the bar: Take ownership, be accountable and share feedback
We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.
- Location:
- London
- Job Type:
- FullTime