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Job Description
Structured overview of role & requirementsAbout This Role
Own the design, build, and continuous improvement of AI-driven workflows and automation for IG Group’s digital customer service platforms (e.g., Intercom).
Translate complex business policies and processes into clear, structured AI guidance to reduce manual handling, improve resolution times, and enhance the client experience.
Collaborate with cross-functional teams to ensure AI interactions are accurate, compliant, and aligned with business priorities, impacting deflection rates, customer experience, and operational efficiency globally.
Minimum Requirements
Experience in digital support automation, conversational design, or AI-enabled workflows in customer-facing environments.
Strong skill in breaking down complex processes into logical, structured steps suitable for AI automation.
Familiarity with Intercom or similar digital support platforms involving chat, messaging, bots, or agent-assist tools.
Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Has practical experience designing and optimizing AI-powered digital support or conversational workflows in regulated or accuracy-critical environments.
Operates with strong attention to risk, detail, and compliance within customer service platforms.
Comfortable working collaboratively with operations, product, compliance, and subject matter experts to deliver measurable improvements in customer support metrics.