Senior Journey Transformation Analyst

Location: Greater London

** Job Title
** Senior Journey Transformation Analyst
** 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.
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* 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…