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Business Analyst (Customer Success)
IG Group
- London, England, United Kingdom
- London, England, United Kingdom
About
– IG Group, Greater London, United Kingdom
Company Overview Hello, we’re IG Group. We’re a publicly-traded FTSE250 FinTech company that runs mobile, web and desktop platforms for trading stocks & shares, leveraged products, Futures & Options and Crypto. Over 340,000 people already use our platforms. With offices in 18 countries and products in 16 regions, we’re hungry to move faster, ship better product and grow our user base.
Position Overview We are seeking a highly motivated and experienced Business/Data Analyst to join our Trading Services function. The role will serve as a trusted advisor to leadership, using data and analytics to optimise support operations, elevate customer experience, and drive business outcomes.
Responsibilities 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 optimisation 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.
Qualifications
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
Diversity & Inclusion 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, which is 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. Learn more about the Perks here!
Location & Details Location: Greater London, United Kingdom
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Research, Analyst, and Information Technology
Number of openings: 1
Apply Now Join us for this exciting journey. Apply now!
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Languages
- English
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