Job Title
Head of Client Service Excellence

• Conduct rapid assessment of current state vs. 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 Group's 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

• 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

• 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
• Design intelligent routing and escalation frameworks that optimize both automation and human expertise
• 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

• Several years leading customer service strategy and/or operations with demonstrable excellence outcomes
• Track record of achieving top-tier customer satisfaction metrics (NPS 70+, CSAT 90%+, or equivalent industry benchmarks) and significant automation rates (>50%)
• 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

• 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

• Successful partnership with digital transformation in customer service environments
• Experience working with technology teams to achieve significant automation rates
• Understanding of how to enhance proven service methodologies through digital enablement

• Deep understanding of customer service technologies including AI, chatbots, and automation platforms
• Experience with Intercom or Genesys preferred; or similar advanced customer communication 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
• Strategic mindset with ability to anticipate future customer needs and market trends

• Experience in designing KPI frameworks for digital transformation initiatives
• Working knowledge of customer experience analytics and performance measurement tools
• Understanding of how to drive behavioural change through metrics and incentive design
• 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
• Experience managing complex stakeholder relationships across multiple jurisdictions
• Excellent communication skills for presenting transformation strategies to senior leadership

• Lead and Inspire: Drives trust, alignment, and enthusiasm
• Think Big: Focus on the problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client's needs
• Deliver at pace: Push for fast, sustainable growth;
• Raise the bar: Take ownership, be accountable and share feedback

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