Conversational AI Manager

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

Learn more about the Perks here!

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