Business Analyst, IG Group
Customer Success
3 days a week in office (Cannon Street, London)
The UK's No.1 trading provider
Posted today
The UK's No.1 trading provider
1001+ employees
Posted today
3 days a week in office (Cannon Street, London)
1001+ employees
Company mission
To power the pursuit of financial freedom for the ambitious.
Role
Who you are
- 3+ years of experience in data analytics, reporting, or related fields
- Strong skills in Excel/Google Sheets and familiarity with SQL or other query languages
- Experience with BI tools (Power BI, Tableau, Looker)
- Good understanding of customer support metrics (AHT, FCR, utilisation, deflection, friction)
- Strong attention to detail with good data cleaning and validation skills
- Eagerness to learn and grow in customer support analytics
What the job involves
- We are seeking a highly motivated and experienced Business / Data Analyst to join our Trading Services function in IG. This role will serve as a trusted advisor to leadership, using data and analytics to optimise support operations, elevate customer experience, and drive business outcomes
- This role will design reporting frameworks, uncover key insights, link customer satisfaction to operational performance, and lead a small team of analysts to deliver impact at scale
- Design and manage a centralized performance reporting framework for customer support across all contact channels (voice, chat, email, self-service, social, in-app, etc.)
- Develop people-related KPIs (agent productivity, adherence, efficiency, quality, and engagement) with automated alerts for anomalies or threshold breaches
- Track case handling performance (AHT, FCR, backlog, SLA adherence, resolution time, etc.) to ensure operational excellence
- Conduct monthly and ad-hoc performance deep dives into customer support operations, identifying bottlenecks, emerging issues, and efficiency gaps
- Analyse support data to identify drivers of inbound volume (top contact reasons, product pain points, channel shifts) and recommend strategies to reduce avoidable demand
- Partner with product, operations, and training teams to drive root-cause elimination initiatives
- Build a framework that integrates CX, NPS, CSAT, CES, and QA scores with operational metrics
- Translate customer sentiment and agent performance into actionable insights for coaching, training, and process improvement
- Support leadership in identifying agent-, team-, and function-level improvement areas that directly impact customer outcomes
- Customer Support Optimization
- Support channel optimization analysis (deflection rates, digital adoption, automation opportunities, self-service effectiveness)
- Provide insights on quality vs. efficiency trade-offs to balance customer experience with operational cost
- Drive analysis on escalation and resolution flows, identifying where processes or policies create friction
- Develop predictive models to anticipate call/chat volumes, peak times, and customer pain points
- Build early warning dashboards to proactively detect emerging issues before they impact customer satisfaction
- Use text and speech analytics to identify themes in customer complaints and opportunities for process/product improvements
- Lead, mentor, and manage a team of analysts to deliver high-quality insights and scalable reporting solutions
- Collaborate with Customer Support, CX, WFM, Product, and Technology stakeholders to ensure insights translate into strategic and operational improvements
- Communicate findings effectively with clear, actionable storytelling tailored for senior leadership
Salary benchmarks
Our take
Founded in 1974 by Stuart Wheeler as a UK-based spread betting company for gold, IG Group, abbreviated from Investors Gold Index, was initially set up to allow people to speculate and trade on the price change of gold without owning physical gold. And in the year 2000, it was listed on the London Stock Exchange and its gradual evolution into the world of fintech began.
By 2011, the company had played a part in numerous international buyouts before narrowing its focus down to financial wagers. During the latter half of that decade, IG shut down its binary options trading platform and focused instead on building an investment portfolio with partner BlackRock Investments, all whilst maintaining its Forex and CFD trading processes. Since then, it has become a fast-paced market leader in the investment space.
In recent years, IG Group has developed major platforms for various trading actions and has grown profit and revenue significantly. Alongside this it has acquired a number of companies, including tastytrade and Freetrade, and launched its own crypto product, making it the first UK-listed company to launch crypto trading to retail investors. This further proves how much of a staple IG Group is in the world of financial trading.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Company values
- Think big
- Deliver at pace
- Raise the bar
Company HQ
City of London, London, UK
Articles
Leadership
Breon Corcoran
(Group CEO)Joined IG Group as CEO in January 2024. Prior to this, they were the CEO of WorldRemit and a Non-Executive Director at Tilney Group.
Diversity, Equity & Inclusion at IG Group
- Employee-led LGBTQ+, Women’s, Black and Parents & Carers networks with an annual budget for organising events & projects that foster an open, diverse and inclusive culture.
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