Customer Experience Team Lead

Role Overview

Lead and develop IG Group’s customer experience team, ensuring delivery of exceptional support to high-value clients across our global client base while driving operational excellence and team performance.

What You Will Do

Directly manage and develop customer experience consultants, set performance expectations, conduct regular reviews, and manage capability development. Monitor team performance against productivity, quality, and other customer service metrics.

Why It Might Be a Fit

Partner with commercial teams across regions to align service delivery with business objectives, contribute to product development and platform enhancement initiatives, and represent customer voice in strategic discussions and process improvements.

Requirements

• 5+ years customer service experience with minimum 2 years team leadership
• Extensive client-facing experience managing complex, high-value customer relationships
• Experience managing remote or international team members
• Proven track record managing performance in target-driven environments
• Demonstrated success in complaint resolution and dispute management
• Strong understanding of consumer rights and financial regulations across multiple jurisdictions
• Fluency in English (written and verbal)

Benefits

• Tailored development programs
• Mentoring opportunities with leaders
• Clear career progression
• Extra time off for volunteering and community work