Trainer - Customer Experience

Job Title

Trainer - Customer Experience

Job Description

Compensation details will be shared by the recruiter during the first interview.

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 

You’ll join the Learning, Training and Knowledge Management team within Customer Experience (CX) and work closely with stakeholders across other operational teams.

Your role in the Team's Success 

As a Trainer, you’ll help develop the talent across our CX teams. You’ll deliver product, process and soft-skills training to colleagues at every stage of their journey with us.

You’ll be the first point of contact for every new joiner in CX. Reporting to the Manager of L&D, you’ll also help shape how our people learn and grow using cutting-edge AI tooling and human judgement.

What you’ll do

CX Onboarding

• Deliver a new and revamped New Joiner Onboarding programme alongside the learning designers to reflect a quicker, more efficient onboarding.
• Deliver live training sessions and assessments throughout onboarding.
• Serve as the first point of contact for all CX new joiners.
• Act as the SME for all onboarding topics and collaborate with the designers to create e-learning.
  

Upskilling Pathways

• Help the content designers develop upskilling pathways for CX teams.
• Deliver Advanced Product Test (APT) training and assessments and oversee the Trade Execution Test (TET) batches.
• Deliver engaging e-learning for product launches and regulatory refreshers.

Stakeholder Management

• Scope new training needs in collaboration with stakeholders.
• Work with WFM, Config and QA teams to develop and maintain training feedback loops and conduct TNA thereafter.
• Manage the learning management system (LMS) and related admin.

What you’ll need

• Proven experience delivering training or similar.
• Experience with AI-enabled learning and knowledge management platforms (Sana, Docebo, LearnUpon, ServiceNow KM, or similar).
• Excellent interpersonal and communication skills. A continuous improvement mindset with high attention to detail.
• Confidence engaging audiences of differing experience and seniority.
• Strong organisation and time-management skills.
• The ability to work independently and keep stakeholders updated.
• Flexibility to accommodate different time zones and learning styles.

Desirable

• Background in financial services, fintech, or trading environments.
• Familiarity with regulatory training requirements in financial markets.

The Perks

It really is more than a job. We think like a start-up, but we deliver like a FTSE 100 — so the bar 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   

• Performance related bonus  

• Life insurance  
• Medical insurance for you and your families  

• Earn points on our benefits platform and spend them your way, on shop vouchers or a multisport gym card  

• An additional day off to celebrate your birthday, and 2 additional days off a year for volunteering  

• Share plans for employees to join  

• Lunch on us in the office (once per week)  

• Employee assistance program   

• Access to LinkedIn Learning Platform to support your personal development  

• Holiday getaway allowance (“wczasy pod grusza”) 

• Annual parties & social events 

Number of openings

1