Business Analyst (Customer Success)

So, who are we?

Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.

We are ambitious. Over 340,000 people already use our platforms.

We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers.

We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth.

Your role in the Team's Success

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.

What You'll Do

Performance Reporting & Monitoring

• 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.

Deep-Dive Analytics & Root Cause Identification

• 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.

Experience & Operational Linkage

• 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.

Predictive & Proactive Analytics

• 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.

Leadership & Collaboration

• 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.

What You'll Need For This Role

• 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.

How We Work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office -- which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

• Lead and Inspire: Drives trust, alignment, and enthusiasm
• Think Big: Focus on the problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client's needs
• Deliver at pace: Push for fast, sustainable growth;
• Raise the bar: Take ownership, be accountable and share feedback

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.

The Perks

Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.