Customer Experience Data Analyst
Location: London, England
Salary: £57,000 – £80,000 (Glassdoor Estimate)
Company: IG Group
Job Type: Full-time
Openings: 1
About IG Group
IG Group (LSEG: IGG) is a leading global fintech company founded in 1974 and headquartered in London. A member of the FTSE 250, IG provides innovative online trading platforms and educational tools that empower individuals to achieve financial freedom.
Operating in 19 countries across Europe, Africa, Asia-Pacific, the Middle East, and North America, IG offers access to around 19,000 financial markets, including shares, forex, indices, and commodities.
Under the leadership of CEO Breon Corcoran (appointed 2024), IG is undergoing a major transformation focused on:
- Delivering higher-quality products
- Embedding a high-performance culture
- Scaling customer service through digitisation
About the Opportunity
IG Group is at a pivotal stage of its growth journey, transforming its strategy, operating model, and organisational capabilities to support ambitious global expansion.
Overview
IG is seeking a Customer Experience / Customer Services Data Analyst to join the Transformation Insights Team. This role is central to improving customer service performance through data-driven insights.
You will analyse complex and imperfect datasets, translate findings into clear business narratives, and influence strategic decisions at senior leadership level.
Key Responsibilities
- Analyse and report on customer service performance metrics
- Identify trends, root causes, and improvement opportunities
- Translate complex analysis into executive-level presentations and summaries
- Partner with customer service, operations, and transformation teams
- Work with messy datasets to ensure reliable insights
- Build and maintain dashboards with BI team support
- Conduct deep-dive analyses (workforce management, QA, CSAT, channel performance)
- Improve reporting processes and analytics capabilities
Essential Requirements
- Proven experience in a data analyst role
- Strong analytical and problem-solving skills
- Proficiency in SQL and large datasets
- Experience with data visualisation tools (Looker, Tableau, Power BI)
- High attention to detail and data quality awareness
- Strong stakeholder management skills
- Ability to work independently in a fast-paced environment
- Excellent written and verbal communication skills
- Strong Excel skills for data analysis
Desirable Experience
- Customer service or contact centre analytics
- Workforce management or quality assurance frameworks
- BigQuery or cloud data platforms
- Creating polished PowerPoint presentations
- Start-up or fast-growth environment experience
- Financial services or trading platform knowledge
What You’ll Get
- High-impact role shaping customer experience strategy
- Exposure to senior stakeholders
- Opportunity to grow into strategic analytics work
- Supportive, collaborative working environment
Benefits & Perks
- Competitive base salary
- 12% flexible benefits package
- Performance-related bonus
- Flexible working hours & hybrid working
- Pension, insurance, and medical plans
- Unlimited LinkedIn Learning access
- Technical & leadership training
- Day off on your birthday
- Two days of volunteering leave per year
- Regular social events and interest groups
Apply Now
Interested candidates should apply directly through IG Group’s official careers page.
