Senior Journey Transformation Analyst

IG Group · London

Job Title

Job Description

So, who are we?

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m 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 role in the Team’s Success:

Journey Transformation owns the end-to-end journeys that clients and colleagues move through: onboarding, funding, trading, servicing, disputes and account closure on the client side, and the operational workflows that sit behind all of them. Our job is to find where those journeys break, prove what the breakage costs, and drive the fix through to a measured result.
Digital servicing and conversational AI are one lever we pull. Process redesign, channel change, automation, system configuration, policy change and eliminating steps at source are others. The lever follows the diagnosis, never the reverse.
You are the engine of that mission. You work out where friction and servicing demand are really coming from, build the evidence for what will remove them, and drive those changes through to delivery and proven results. Working directly alongside the Head of Journey Transformation in a small core team, you will help establish our journey intelligence capability from the ground up: the mapping standards, the diagnostic methods and the evidence bar the team is held to.
Change runs down two routes. Some is delivered directly within Operations, through our servicing and contact centre technology estate - and you will own that end to end. Some belongs on the roadmaps of other teams, such as app and web product, platform APIs, marketing or compliance, and has to earn its place there on the strength of the evidence behind it - so you will build cases strong enough to do that, then carry them through the governance that prioritises them.

This is not a documentation role. The mandate is change shipped and results proven.

What success looks like

By the end of year one:

A credible current-state picture exists across our priority journeys, client and operational, to a standard the business trusts and returns to.
Journey improvement runs as an ongoing cycle rather than a series of projects: a pipeline that always holds the next evidenced opportunity and shipped changes that continue to be optimised against live performance.
The first changes have delivered proven, sustained improvement against their baselines, with guardrails intact, so friction is genuinely removed rather than moved.
Success is measured in client and business outcomes, not technology milestones, to an evidence standard Finance signs off without argument.
Other teams bring their journey problems to us, because the cases we put on their roadmaps delivered for their objectives as well as ours.

What you’ll do:

Diagnose

Map and analyse end-to-end journeys across both client experiences and internal operational workflows, producing current-state assessments in BPMN or equivalent notation, and quantifying friction through cost, manual effort, error and rework rates, compliance exposure and scalability constraints.
Lead journey discovery: run deep-dive sessions with operational teams, advisors, team leaders and system owners, capturing qualitative pain points alongside quantitative impact.
Drive contact and failure demand to root cause, using contact reason data, conversation analytics, operational MI, advisor insight and journey analysis - going beyond what clients ask about to why the journey made them ask.

Build the case

Own the pipeline of journey improvement and cost-to-serve opportunities: identify, size, prioritise and sequence them into a delivery roadmap and a maintained backlog.
Build the case for each change: baseline established before any forecast, benefits sized conservatively at marginal cost, delivery route identified, guardrails defined.
Produce evidence-based business cases with clear ROI, risk assessment and competitive benchmarking, pitched in terms the receiving audience acts on, whether that is Operations, Finance, Product or Compliance.

Deliver

Translate journey improvements into clear business requirements, functional specifications and user stories, with Jira tickets and traceability maintained from journey finding through to system change.
Own delivery of in-remit changes end to end, from definition through build to live.
Broker changes owned by other teams onto their roadmaps through agreed governance, with evidence and a clear articulation of the benefit to their objectives as well as ours.

Prove

Own performance in life: track every shipped change against its baseline, confirm the improvement is real and sustained before any benefit is claimed, and feed live performance into the next iteration.
Hold the quality bar. On client journeys, deflection counts only as resolution: repeat contact rates and journey CSAT operate as guardrails on every case. On operational journeys, the equivalent test is that work removed is work eliminated, not work displaced to another team.
Work closely with the data team on measurement design, with finance partners on benefits realisation, and with frontline advisors and team leaders whose insight is a primary source.
Operate with awareness of IG's regulatory context, including Consumer Duty outcomes, the needs of vulnerable clients and the demands of a multi-jurisdictional operating model.

What You'll Need:

You can take a messy, real-world journey - client-facing or back-office - and turn it into a clear logical map with a defensible number attached to the friction, then carry the fix through delivery and stand behind the result afterwards.

Diagnostic craft

Strong experience mapping end-to-end journeys across both customer-facing and operational processes, using BPMN or equivalent notation and tools such as Visio, Lucidchart or Miro.
Proven ability to run stakeholder interviews and discovery sessions, asking detailed questions about how work actually happens and getting to the answer underneath the first one.
A data-led approach to root cause: comfortable in contact and operational analytics, and in designing the measurement that will later prove the change worked.

Evidence and outcome ownership

You establish a baseline before you forecast, size benefits conservatively, and have had your numbers challenged by finance or governance partners and defended them.
You have owned an improvement outcome through to a measured result, and can speak precisely to the baseline, what landed and how it was proven.
Comfortable owning a pipeline and a roadmap: prioritising by value, sequencing sensibly, and keeping a backlog honest.

Delivery and influence

Proven ability to write business requirements, functional specifications and user stories, prioritise a backlog across sprints, and work day to day with engineering and delivery teams in an agile environment.
Familiarity with Jira or similar tools, and an understanding of how journey changes translate into system configuration.
Demonstrated ability to get change onto roadmaps you do not control, in a matrixed or decentralised organisation, by building the case in the receiving team’s own terms.
Credible with frontline operational teams, senior management and technical delivery alike.

Bonus if you have

Background in financial services, fintech, or trading environments.
Experience driving digital transformation in customer service organisations.
Familiarity with regulatory training requirements in financial markets.
Experience in an FCA-regulated environment, including familiarity with Consumer Duty.
Hands-on experience delivering conversational AI or digital self-service in a client servicing context, sufficient to shape and challenge what gets built.
Experience of contact centre operations and working directly with frontline teams.
Familiarity with structured process improvement methods such as Lean or Six Sigma.
Exposure to journey work spanning multiple jurisdictions or regulatory regimes.

The perks:

It really is more than a job. We’ll recognise your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.

Competitive salary
Flexible Benefits Package on top of your salary (12%)
Private medical cover for you and your family
Life insurance
Contribution to gym memberships
25 Days holiday, with 1 additional day off to celebrate your Birthday & 2 additional days off a year for voluntary work (28 in total)
The option to buy or sell holiday days
Unlimited access to the LinkedIn Learning Platform
A comprehensive global and local onboarding process
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
Option to participate and create ESG initiatives based on IG Brighter Future Fund
Enhanced primary (maternity), secondary (paternity), and shared parental pay and leave, as well as a range of support and benefits for parents

Number of openings

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