Customer Experience Data Analyst

Job Title

Job Description

Customer Experience Data Analyst

About IG Group  

IG Group (LSEG: IGG) is a leading global fintech company, established in 1974, and headquartered in London. As an innovative member of the FTSE 250, IG Group provides dynamic online trading platforms and a robust educational ecosystem, empowering ambitious individuals worldwide in their pursuit of financial freedom. With operations spanning nineteen countries across Europe, Africa, Asia-Pacific, the Middle East, and North America, IG Group offers clients access to approximately 19,000 financial markets, including shares, forex, indices, and commodities. 

IG Group is undergoing a significant transformation, led by CEO Breon Corcoran, appointed in early 2024, and a leadership team that includes newly appointed executives. Our focus is on 3 areas: delivering quality product to our customers to better meet their needs, embedding a high-performance culture across the organisation, and being more efficient and scalable in how we service our customers through digitisation. All of this is in service of growing our user base and our revenue on sustainable basis. 

About the Opportunity

IG Group is at a pivotal moment in its growth journey. The business is undergoing a significant transformation — evolving its strategy, operating model, leadership culture, and organisational capability to fuel ambitious global growth. 

What we’re looking for

We're looking for a talented Customer Experience/ Customer Services Data Analyst to join our Transformation Insights team. In this role, you'll be at the heart of our customer service analytics, turning complex data into actionable insights that drive measurable improvements in how we serve our clients.

You'll work with stakeholders at all levels of the business, translating customer service metrics into clear narratives that inform strategic decisions. This is a hands-on role for someone who thrives in fast-paced environments and isn't afraid to roll up their sleeves with imperfect data.

Key Responsibilities

• Analyse and report on customer service performance metrics, identifying trends, root causes, and opportunities for improvement
• Translate complex data into compelling presentations and executive summaries for senior leadership
• Partner with stakeholders across customer service, operations, and transformation teams to understand business challenges and deliver analytical solutions
• Manage data quality challenges, working with messy datasets to extract reliable insights
• Alongside and with support from our BI team, build and maintain dashboards and regular reporting that enable stakeholders to monitor service quality and operational efficiency
• Conduct deep-dive analysis into areas such as workforce management, quality assurance, customer satisfaction, and channel performance as opportunities arise
• Identify improvements to reporting processes and analytics capabilities

What We're Looking For

Essential

• Strong analytical skills with demonstrable experience in a data analyst role
• Proficiency in SQL and comfort working with large datasets
• Experience with data visualisation tools (e.g., Looker, Tableau, Power BI)
• Excellent attention to detail – you naturally spot anomalies and question data quality
• Strong stakeholder management skills with ability to navigate competing priorities
• Ability to work independently and prioritise effectively in a dynamic environment
• Strong communication skills, both written and verbal, with ability to explain technical concepts to non-technical audiences
• Experience with Excel for data manipulation and analysis

Desirable

• Experience in customer service analytics or contact centre environments
• Knowledge of workforce management or quality assurance frameworks
• Familiarity with BigQuery or similar cloud data platforms
• Experience creating polished PowerPoints presentations
• Start-up experience or working in fast-growth environments
• Understanding of financial services or trading platforms

What You'll Get

The opportunity to make a tangible impact on customer experience, working with a supportive team on high-visibility projects that shape how the business serves its clients. You'll gain exposure to senior stakeholders and develop expertise across multiple aspects of customer service analytics, with scope to grow into more strategic analytical work.

The Perks

As well as having the chance to attend regular social events and join special-interest groups, you get an attractive selection of benefits working with IG:

• Competitive base salary
• 12% Flexible Benefits Package
• Matched giving for your fundraising activity
• Flexible working hours and work-from-home opportunities
• Performance-related bonuses
• Pension, insurance and medical plans
• Career-focused technical and leadership trainings in-class and online, incl. unlimited access to LinkedIn Learning platform
• A day off on your birthday 
• Two days’ volunteering leave per year

Number of openings