Job Title
Customer Experience Team Lead
Job Description
So, who are we?

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m customers and handling billions of dollars in transactions – built on 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 assurance processes and conduct case reviews
- Coordinate with other service teams to optimize escalation pa

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