Conversational AI Manager

IG Index Limited; City Of London; Ibrido; GBP 95.000 - 125.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Flexible Benefits Package

Private medical cover

Life insurance

Gym membership

25 Days holiday + birthday + volunteer

Holiday buy/sell option

Onboarding program

Parental pay & leave

Descrizione del lavoro

IG Group in London is seeking a Conversational AI Manager to own the live AI agent, drive weekly performance improvements, and ensure reliable customer interactions across channels. You will lead a data-driven optimization program, shaping rules and procedures that scale with client demand while maintaining regulatory standards.

The role collaborates with a platform partner, running experiments, analyzing outcomes, and translating insights into concrete changes.

Competenze

• Track record of owning a conversational AI service in a high-volume regulated environment.
• Experience managing a delivery partner with clear commitments.
• Hands-on experimentation with live client journeys and metrics.
• Data-led approach with analytics and root-cause analysis.
• Technical fluency to discuss APIs and designs.
• Awareness of Consumer Duty and regulatory needs.

Mansioni

• Own live AI agent performance and weekly improvements.
• Maintain an evidence-backed optimisation backlog.
• Diagnose underperformance with case analysis and insights.
• Lead experimentation with hypotheses and guardrail metrics.
• Ensure implementations meet regulatory requirements.
• Define eligibility rules and escalation procedures.
• Coordinate with platform partner and manage delivery timelines.
• Define go-live client requirements and accuracy standards.

Conoscenze

Conversational AI

Live-ops management

Data analytics

Experimentation

Regulatory awareness

Stakeholder management

Descrizione del lavoro

Job Title: Conversational AI Manager

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 Team

AI Operations owns reducing the cost of serving IG’s clients, using AI, automation and channel change as its levers, while protecting the quality of the client experience.

Your Role in the Team’s Success

This role owns the performance of our live AI agent, how well it serves clients today, and how much better it serves them each week. The technology is operated by a platform partner who also builds the procedures, but everything that is live belongs to this role. Your manager owns new capability, strategy, the API integration roadmap, and expansion into channels not yet running. You own the running system: performance, optimisation, configuration changes, simple new procedures, thresholds and escalation design. You are also the platform partner’s primary day-to-day contact, the person who holds them to their commitments and reads their reporting sceptically. This is not a vendor management role. You are accountable for how well the agent serves clients, week by week, and for proving it.

What you’ll do

• Own live performance: resolution rate is our primary metric with repeat contact and journey CSAT tracked on every change, so removed contact is a solved problem rather than a displaced one.
• Own the ongoing optimisation roadmap: a prioritised backlog of configuration changes and new procedures, sequenced weekly and defended on evidence.
• Diagnose underperformance to root cause using your own case sampling, referred and declined case analysis, complaint themes and advisor insight, rather than the partner’s reporting alone.
• Build and run the experimentation practice: hypotheses, primary and guardrail metrics, sample sizes set before launch, stopping rules, and results that actually change what we do.
• Ensure any implementations are/remain compliant with the relevant regulatory framework.
• Own and confirm the eligibility rules and confidence thresholds applied to automated decisions, and justify to Compliance if required.
• Act as the platform partner’s primary counterpart holding them to committed delivery timelines and escalating within their organisation when work is not moving.
• Take ownership of each new capability at go-live, having set the client requirements and accuracy standards for it before build started.

What you’ll need

• A track record of owning a conversational AI service, in a high-volume regulated environment, with results you can speak to precisely: the baseline, what changed, and how it was proven.
• Experience managing a delivery partner you depended on for execution, where you held someone to a commitment and kept the relationship intact.
• Hands‑on experimentation on live client journeys: sizing samples in advance and having abandoned your own idea when the numbers did not support it.
• A data‑led approach: comfortable in contact analytics, measurement design and structured root‑cause analysis, and hard to sell to Product management craft: outcome ownership, prioritisation by value, backlog discipline, in‑life iteration.
• Enough technical fluency to be a peer to an engineering‑minded manager: you can discuss what an API can realistically return and push back on a proposed design.
• Awareness of IG’s regulatory context, including Consumer Duty outcomes and the needs of vulnerable clients, in how automated decisions are designed and measured.

What success looks like

• By the end of year one: Optimisation runs as a weekly rhythm rather than a series of reactions, with a backlog that always holds the next evidenced change.
• Experiments land on a regular cadence and have changed decisions, including at least one change killed because the data did not support it.
• Every live threshold has a justification you can give from memory, and the escalation and challenge routes have survived audit scrutiny.
• The platform partner treats you as the decision‑maker and is candid about problems rather than defensive.

The perks

It really is more than a job. We think like a start‑up, but we deliver like a FTSE 100 — so thebar is high, and we won't pretend otherwise. We work hybrid, which means three days in the office. 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
• A comprehensive global and local onboarding process
• 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

1

Additional information

Looking for a career at a company that will support you, challenge you and help you grow? IG Group can provide that.

Company Overview

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.