Head of Enablement

Job Title Head of Enablement Job Description So, who are we?

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.

The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.

Join us at IG – the future gets built here.

Your Team

Our Customer Experience function supports clients around the world across digital, written and voice channels, with teams operating across EMEA and APAC, including London, Krakow and Bangalore. Enablement is the engine behind our customer experience frontline. It makes sure we have the right people in the right place at the right time, that they have the knowledge and skills to resolve client needs first time, and that every interaction is fair, compliant and meets the standard our clients and regulators expect. The enablement team brings together three specialist areas - Workforce Management, Training & Knowledge, and Quality Assurance - and works closely with our regional CX teams, Compliance, Product, Data and our AI and Transformation colleagues.

Your role in the Team’s Success

We are looking for a Head of Enablement to lead this function and make it a genuine source of performance for CX. Reporting to the Head of Customer Experience, you will be a senior leader within CX, working alongside our Regional Heads of CX. You will lead a team of around 10-12 people through three specialist leads: our Head of Workforce Management, Training and Knowledge Manager, and our Quality Assurance Lead. Your remit is two-fold. Day to day, you will drive efficiency across the CX operation - making sure capacity matches demand, agents are ready and supported, and quality is consistently high. Looking further ahead, you will identify and deliver the longer-term opportunities for optimisation, from AI-enabled learning and automated quality assurance to smarter planning for a growing, increasingly digital client base. This is meaningful transformation work, not steady-state management.