Client Service Change Lead

February 22, 2024

Client Service Change Lead

Job description

As Client Service Change Lead, you will establish and develop a best practice framework to enable the ongoing delivery of improvement initiatives to the Client Servicing capability. You will focus on achieving company’s service objective through deliverables which are aligned to the Client Service strategy and vision.

Your role in the team:

Client Experience and Service has always been at the heart of company’s strategic planning and a selling point for the business. In a dynamic industry which is ever changing, the continuous improvement of our Client Servicing capability is critical to meet our service objective and strategic goals.

Experience should be personalised to the individual client based on a number of factors including client value, query type, channel preference, previous query experience and be effective at achieving and increasing digital first-time resolution and maximising client satisfaction.

As Client Service Change Lead, you will form part of the Trading Services Leadership team and focus on achieving the service objective through deliverables which are aligned to the Client Service strategy and vision. This will be achieved by collaborating with a range of cross-functional teams including our; Client Service Configuration and Digital Servicing teams, to identify improvement areas and prioritise deliveries to both operational processes and our cloud based Contact Centre Genesys Cloud. Key to the success of change is the effective communication. As Change Lead you will own the change journey and drive engagement from both clients and internal teams. This will be achieved through global communication across different channels, including internal articles, Townhall presentations and customer newsletters.

What you’ll do
Continuous improvement is a cornerstone of Client Services strategy and critical to achieving our Service Objective, aligned to company’s strategic drivers.

Key tasks include:

  • Prioritising and delivering improvement initiatives across our client servicing technology and processes to provide a personalised client experience
  • Analysing client and staff feedback to drive strategic decisions for the future of client servicing
  • Communicating change through an established framework to empower internal teams and customers
  • Supporting wider Operational and Product teams as a key stakeholder in company wide deliveries to offer the best trading experience

Who we’re looking for

You’re curious about things like the client experience, the rapid developments in tech, and the complex world of fintech regulation. You’re also a confident, creative thinker with a knack for innovating. We know that you know every problem has a solution. Here, you can try new ideas, and lead the way in creating inspiring experiences for our clients and everyone around you. We don’t fit the corporate stereotype. If you want to work for a traditional, suit-and-tie corporate that just gives you a pay cheque at the end of the month, we might not be for you. But, if you have that IG Group energy and you can stand behind what we believe in, let’s raise the bar together.

What you’ll need for this role

  • Experience in delivering wide scale change to operational teams is preferred
  • Strong written and verbal communication skills and confidence in delivering communications to wide audiences across different channels
  • Previous experience working within Financial Services is preferred
  • Strong Operational Leader: previous experience of successfully working in a cross-function, cross-location leadership position
  • Have the understanding or experience of dealing with multiple business areas to deliver success
  • Strong analytical skills, with proven ability to adapt systems to measure relevant data effectively, and interpret and analyse this data to inform decisions
  • Genuinely demonstrate company’s values – champion the client, learn fast, and raise the bar

How you’ll grow

When you join us, we want you to have more than a job – we want you to have a career. And you can. If you spot an opportunity, we want you to chase it. Stretch yourself, challenge your self-beliefs and go for the things you dream of. With internal and external learning opportunities, and the tools to help you skyrocket to success, we’ll support you all the way. And these opportunities truly are endless because we have some bold targets. We plan to expand our global presence, increase revenue growth, and ultimately deliver the world’s best trading experience. We’d love to have you along for the ride.

If you think you are the right person for this job, please contact Katarzyna Wojtala at

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