Head Of Customer Experience

IG Group Holdings

London, United Kingdom
10+ years in customer service leadership
5+ years senior leadership experience
Ai and automation integration expertise
This role involves shaping the future of customer engagement globally by leading a multi-regional function with approximately 100 people

Job Summary

  • This role involves shaping the future of customer engagement globally by leading a multi-regional function with approximately 100 people.
  • The successful candidate will define strategic vision for customer service while driving measurable improvements in satisfaction, efficiency, and revenue enablement.
  • You will partner with senior leaders to secure investment for transformation initiatives and ensure full compliance with FCA regulatory requirements.

Matching Summary

This role involves shaping the future of customer engagement globally by leading a multi-regional function with approximately 100 people.

Skills & Requirements

Must-have

  • 10+ years in customer service leadership
  • 5+ years senior leadership experience
  • AI and automation integration expertise
  • Omnichannel service ecosystem design
  • FCA regulatory compliance knowledge
  • Consumer Duty principles application
  • Multi-regional team management

Nice-to-have

  • Six Sigma or Prosci certification
  • MBA or Master's degree preferred
  • CX Leadership certification
  • Innovation and future-focused mindset
  • Cross-functional collaboration skills
  • Data-driven decision making culture
  • Resilience in high-growth environments

Key Requirements

  • Bachelor's degree required
  • 10+ years customer service/operations experience
  • 5+ years senior leadership roles
  • Master's/MBA/Certifications preferred
  • Experience with AI and RPA technologies

Work Rights

Not specified

Tailored Resume

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