Job Title
Customer Experience Team Lead
Job Description
So, who are we?
IG 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.
Your team
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.
Your role in the Team’s Success




Combine 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.
What you’ll do
Team Leadership
Directly manage and develop customer experience consultants
Set performance expectations, conduct regular reviews, and manage capability development
Create shift patterns and resource allocation to optimize service coverage
Monitor team performance against productivity (e.g. 6+ interactions/hour) quality (80%+ CSAT) and other customer service metrics.
Provide coaching, feedback, and performance improvement support
Operational Excellence
Serve as final escalation point for complex customer disputes and complaints
Make autonomous decisions on resolutions, refunds, and policy exceptions within defined authority
Develop and refine service standards and procedures
Maintain quality as

📌 Customer Experience Team Lead (Bengaluru)
🏢 Ig Group
📍 Bengaluru