{"id":3749884,"url":"https://alion.io/job/ig-customer-experience-team-lead","title":"Customer Experience Team Lead","company":{"id":38407,"name":"IG","domain":"ig.com","url":"https://alion.io/company/ig","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":true}],"status":"closed","first_seen_at":"2026-11-04T14:47:53Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-05T19:55:32Z","board_verified":false,"closed_at":"2026-11-05T19:55:32Z","days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"Job Title\nCustomer Experience Team LeadJob Description\nSo, who are we?\nIG has been at the centre of retail trading and investment since 1974, when we helped create the market for financial spread betting. Today, we're a FTSE100 fintech operating across five continents, serving over 700,000 clients and handling billions in transactions - built on decades of scale, trust and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that’s rare in established businesses. The bar is high - bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG - the future gets built here.\nYour team\nLead 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.\nYour role in the Team’s Success\nCombine hands-on customer service delivery with team leadership, serving as the primary escalation point for complex cases and maintaining strategic alignment with commercial objectives and regulatory requirements.\nWhat you’ll do\nTeam Leadership\nDirectly manage and develop customer experience consultants\n\nSet performance expectations, conduct regular reviews, and manage capability development\n\nCreate shift patterns and resource allocation to optimize service coverage\n\nMonitor team performance against productivity (e.g. 6+ interactions/hour) quality (80%+ CSAT) and other customer service metrics.\n\nProvide coaching, feedback, and performance improvement support\n\nOperational Excellence\nServe as final escalation point for complex customer disputes and complaints\n\nMake autonomous decisions on resolutions, refunds, and policy exceptions within defined authority\n\nDevelop and refine service standards and procedures\n\nMaintain quality assurance processes and conduct case reviews\n\nCoordinate with other service teams to optimize escalation pathways\n\nReport performance metrics and insights to senior leadership\n\nStrategic Collaboration\nPartner with commercial teams across regions to align service delivery with business objectives\n\nContribute to product development and platform enhancement initiatives\n\nRepresent customer voice in strategic discussions and process improvements\n\nLead cross-functional projects related to customer experience enhancement\n\nMaintain regulatory compliance and ensure adherence to applicable regulatory requirements\n\nService Delivery\nServe as final escalation point for the most complex customer cases requiring senior intervention\n\nProvide specialist guidance on sophisticated trading strategies and complex products when team requires support\n\nOversee vulnerable customer interactions and ensure enhanced care protocols are followed\n\nMaintain reduced personal caseload to prioritize team management and strategic responsibilities\n\nCore Competencies\nLeadership and Development\nProven ability to motivate and develop high-performing teams\n\nStrong coaching and mentoring capabilities\n\nPerformance management experience including difficult conversations\n\nChange management and process improvement leadership\n\nCustomer and Operational Excellence\nExceptional customer service standards and complaint resolution skills\n\nProcess optimization and quality management experience\n\nStakeholder management across multiple internal and external parties\n\nCrisis management and escalation handling expertise\n\nTechnical and Commercial Acumen\nDeep understanding of financial markets, trading products, and regulations\n\nStrong analytical skills with ability to interpret complex trading scenarios\n\nCommercial awareness and alignment with business objectives\n\nRisk management and decision-making authority\n\nWhat you’ll need for this role\n5+ years customer service experience with minimum 2 years team leadership\n\nExtensive client-facing experience managing complex, high-value customer relationships\n\nExperience managing remote or international team members\n\nProven track record managing performance in target-driven environments\n\nDemonstrated success in complaint resolution and dispute management\n\nStrong understanding of consumer rights and financial regulations across multiple jurisdictions\n\nFluency in English (written and verbal)\n\nFlexible for rotational shifts and week-offs\n\nDesirable\nExperience with complex financial products or similar regulated industries\n\nKnowledge of Intercom, Genesys, or similar customer service platforms\n\nDegree-level education (finance, business, or related field preferred).\n\nHow we work\nWe try to take a thoughtful approach to our ways of working as a company. 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:\nLead and Inspire: Drives trust, alignment, and enthusiasm\n\nThink Big: Focus on the problems that most impact commercial outcomes\n\nChampion the client: Understand and prioritise client's needs\n\nDeliver at pace: Push for fast, sustainable growth;\n\nRaise the bar: Take ownership, be accountable and share feedback\n\nWe 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. Learn more about our D&I approach here.\nThe Perks\nYour growth fuels our success! 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.\nLearn more about the Perks here!\nJoin us for this exciting journey. Apply now!\nNumber of openings\n1","description_format":"text","description_chars":6159,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Online Brokerage & Trading Platforms","Forex & CFD Brokers"],"lifecycle":[{"event":"open","at":"2026-11-04T14:47:53Z"},{"event":"close","at":"2026-11-05T19:55:32Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/ig-customer-experience-team-lead","json_url":"https://alion.io/job/ig-customer-experience-team-lead.json","meta":{"generated_at":"2026-11-08T13:19:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28268,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":38407},"rest":"https://alion.io/mcp/rest/get_company?id=38407"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fig-customer-experience-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fig-customer-experience-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fig-customer-experience-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ig-customer-experience-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fig-customer-experience-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3749884}},{"tool":"search_jobs","arguments":{"company":"ig.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3749884},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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