About IG Group
IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m customers and handling billions of dollars in transactions. We offer genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.
Your Role
This role owns the performance of our live AI agent, how well it serves clients today, and how much better it serves them each week. You own the running system: performance, optimisation, configuration changes, simple new procedures, thresholds and escalation design. You are also the platform partner’s primary day-to-day contact.
Key Responsibilities
- Own live performance: resolution rate is our primary metric with repeat contact and journey CSAT tracked on every change.
- Own the ongoing optimisation roadmap: a prioritised backlog of configuration changes and new procedures, sequenced weekly and defended on evidence.
- Diagnose underperformance: use case sampling, referred and declined case analysis, complaint themes and advisor insight.
- Build and run the experimentation practice: hypotheses, primary and guardrail metrics, sample sizes, and results-driven iteration.
- Compliance: ensure implementations remain compliant with the relevant regulatory framework and justify automated decisions to Compliance.
- Partner Management: act as the platform partner’s primary counterpart, holding them to committed delivery timelines.
- Capability Ownership: take ownership of each new capability at go-live, having set the client requirements and accuracy standards.
The Perks
- Competitive salary
- Flexible Benefits Package on top of your salary (12%)
- Private medical cover for you and your family
- Life insurance
- Contribution to gym memberships
- 25 Days holiday, with 1 additional day off to celebrate your Birthday & 2 additional days off a year for voluntary work (28 in total)
- The option to buy or sell holiday days
- A comprehensive global and local onboarding process
- Enhanced primary (maternity), secondary (paternity), and shared parental pay and leave, as well as a range of support and benefits for parents
- Hybrid work environment (three days in the office)
- Access to networks, committees, awards, sports and social clubs, mentorships, and volunteering opportunities. Learn more about the Perks here
What you’ll need
- A track record of owning a conversational AI service, in a high-volume regulated environment, with results you can speak to precisely.
- Experience managing a delivery partner you depended on for execution.
- Hands-on experimentation on live client journeys: sizing samples in advance and having abandoned your own idea when the numbers did not support it.
- A data-led approach: comfortable in contact analytics, measurement design and structured root-cause analysis.
- Product management craft: outcome ownership, prioritisation by value, backlog discipline, in-life iteration.
- Enough technical fluency to be a peer to an engineering-minded manager: you can discuss what an API can realistically return and push back on a proposed design.
- Awareness of IG’s regulatory context, including Consumer Duty outcomes and the needs of vulnerable clients.
