interactive investor

Manager

• Reporting to the Operations Manager, the Transfers Team Manager is a key role within the Transfers wider Leadership team. You will be responsible for providing inspirational leadership to a team which can consist of Team Leader/s, Transfer Specialist/s and Case Handlers, managing Pensions.
• Ensuring that the team are delivering an excellent customer experience in regards to Sipp referrals, data feeds, contributions, benefits, deceased, Pension Sharing Orders, and day to day administration tasks.
• Effective oversight of team members dealing with Secure messages, providing phone support for Customer Services.
• Conducts 1:1 and appraisal meetings
• Motivates team members and assesses ongoing performance.
• Keeps the Pensions Manager updated on team performance, and communicates concerns and policies among management and team members.
• Daily tasks allocated and completed, approval and authentication of work, quality assurance and rework analysis.
• Diplomatically conducts team meetings and huddles to update members on best practices and continuing expectations.

Pensions Team Manager

QA Engineer

• interactive investor is an award-winning investment platform that puts its customers in control of their financial future.
• We’ve been helping investors for nearly 30 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £75 billion and over 450,000 customers.
• For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 20,000 UK and international investment options, including shares, funds, trusts and ETFs.
• We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.
• **PURPOSE OF ROLE:**
• The role is responsible for performing key task validation, authorisation and quality assurance, as well as the administration and oversight of key controls.
• The role individual is required to utilise subject matter expertise to resolve complex client and employee queries, identify operational efficiencies and best practice opportunities, and initiate action to maintain compliance in the face of a continually changing regulatory environment.

Operations QA Administrator – Client Cash

Data Analyst

• Analyse Data and Generate Insights: Extract and analyse data from our data lakes and relevant sources to provide actionable insights for business decisions and strategy formulation
• Reporting and Visualisation: Develop, maintain, and automate insightful BI and MI reports, ensuring data accuracy and relevance. Champion the automation of reporting capabilities to enhance efficiency
• Reporting Automation: Work to automate reporting capability through effective use of SQL, Python, Power BI, and other tools to streamline the data analysis process
• Collaborative Analysis: Develop strong partnerships with stakeholders from Product, Commercial, Technology, Customer Services, and Operations, etc., to understand requirements, to support their data needs and encourage the leveraging of data for product and service improvements, and create a data-led culture
• KPI and Data Insight Development: Lead or contribute to the development and tracking of KPIs and data insights across the company, ensuring a consistent set of measures is used for decision-making.
• Analytics Platforms: Utilise platforms such as SQL, Snowflake, Power BI, Usabilla, Google Analytics, Optimizely, ContentSquare, and Hotjar for in-depth analysis and to create insightful reports
• Data Science Techniques: Apply data science methodologies, for example, statistical modeling, segmentation analysis, time series analysis, and some predictive techniques to analyse customer behaviour patterns and assess business impacts, collaborating with Data and Innovation team members across different roles to deliver actionable insights
• AI/ML Power User: Leverage existing AI and machine learning platforms as a power user to enhance analytical capabilities and productivity
• Cross-Channel Analysis: Conduct comprehensive data analysis across all channels and systems, collaborating with subject matter experts
• Mentorship and Team Support: Mentor and support team members in best practices and analytical techniques
• Data Governance and Compliance: Ensure adherence to data protection laws and company policies, maintaining privacy and security standards across all data handling activities
• Cross-functional Collaboration: Actively engage with various departments to integrate data-driven insights into business processes, enhancing decision-making and strategic initiatives
• Continuous Learning: Commit to ongoing professional development in data analytics, staying current with industry trends, tools, and best practices
• Performance Monitoring & Reporting: Regularly track and report on key performance indicators relevant to each role's domain, contributing to the overall success metrics of the team
• Innovation and Continuous Improvement: Proactively seek and implement innovative solutions to enhance analytics capabilities and drive continuous improvement in processes and outcomes
• Team Collaboration and Problem-Solving: Participate in team problem-solving sessions, share knowledge, and collaborate on projects to achieve common goals and resolve issues efficiently

Data Engineer

• - The Data Engineer role will help ii design, build, and continually improve the firm's Data Platform, consolidating datasets such as customer, transaction, marketing, web analytics, and market data into a trusted, comprehensive source for analytics and Data Science/ML/AI.
• - You will design, build, and run robust Python/SQL pipelines, orchestrated with Dagster, to deliver and transform data in our Snowflake Data Warehouse.
• - The role also partners with the wider Data and Innovation team and business stakeholders on Intelligent Automation—embedding AI agents within data workflows to replace manual, data‑heavy processes—while maintaining high standards of data quality, security, and governance.
• - While our Data Analysts primarily build and maintain reporting outputs, you should be comfortable presenting data via Streamlit and occasionally Power BI.
• - Work may span Microsoft Azure, Amazon Web Services, and Google Cloud, leveraging their AI agent feature sets where appropriate.

SDET

• The Automation Engineer will work as part of a dynamic delivery team reporting into the QA Test Team Lead.
• Ensure the quality and reliability of our software by planning, executing, and reporting on testing across a range of projects.
• Working closely with cross-functional teams, play a key role in both manual and automated testing.
• Manual testing will focus on functional, exploratory, usability, and complex scenarios where human judgment adds value.
• Automation will be applied to regression, integration, and other repeatable test activities to accelerate delivery, improve coverage, and reduce risk.

Automation Test Engineer

Customer Support

• Working as a Customer Services Representative in our brand-new purpose-built offices, you’ll answer calls from our customers, playing a key role within our Specialist Contact Centre in Leeds City Centre.
• You’ll have the right conversations to fully understand customer needs, taking personal ownership of each interaction, understanding their unique situations, and responding with efficiency, professionalism, and knowledge to maintain our reputation and build confidence in our products and services.
• Our products include Trading Accounts, Stocks & Shares ISAs, and SIPP accounts.
• We provide the tools and trading platform to enable our clients to make confident, informed investment decisions.
• You’ll be working on highly complex customer queries relating to our products, which require high standards and attention to detail to ensure our customers are getting the experience that they expect and deserve.
• The position requires managing multiple tasks simultaneously, alongside the typical pressures associated with a busy contact centre environment.
• Therefore, resilience and the ability to remain composed under pressure are essential qualities for success in this role.
• In this role, no two days will be the same. You’ll be building relationships with new people every day.

Customer Service Representative

Product Analyst

• As a Product Analyst in our Product Team, you’ll take a leading role in ensuring our Products are delivering meaningful value for our customers and business stakeholders.
• You’ll be owning and leading the delivery of roadmap items across either a product area or enterprise change project; ensuring that we are building the right things in the right way. Working closely with the Head of Product and Product Managers to ensure strategic alignment with the Product Roadmap.
• You’ll commonly undertake the role of either Lead Analyst on project size change items, or the role of Product Owner within delivery squads, owning and managing a product backlog.
• Day-to-day, you will be working in close partnership with other Product Analysts, and Product Managers to help elicit requirements from business stakeholders in the form of epics and user stories, and working with Technical Leads, UX Designers using their domain knowledge, to design and deliver on the requirements at hand.
• When working as a Lead Analyst on a project, you’ll be embedded within the project team, capturing business requirements, performing business and systems analysis, supporting Systems Architects to design solutions, helping build test strategies and analysing issues. When working as a Product Owner you’ll be embedded within a squad, owning, managing and prioritising the delivery of product features, services and enhancements, documenting requirements, and rallying the team around the product backlog.
• You’ll be responsible for improving customer journeys and experience across the products, to create the leading platform in the self-directed investing market, working as the link between the business and IT delivery.
• The role will have flexibility and you will be required to work across various channels and systems depending on business requirements, working with SME’s and stakeholders to build a strong knowledge of our business and technical ecosystems, along with taking a data lead approach to owning the outcome.
• Whilst you’ll be a specialist in the Product Analysis space, you’ll have the opportunity to act in other roles and support the teams in other ways, taking on the likes of testing and light project management, working closely with the Head of Product and other Product Managers to ensure that the vision, KPI’s and direction are correct.

Human Resources

• Provide proactive advice, support and challenge to line managers regarding employee relations cases and decisions, ensuring that all employees related matters are handled fairly, consistently and in compliance with legislation, HR best practice and ii policies.
• Mitigate and minimise risk exposure to the business through proactive risk management of employee relations cases.
• Coach and support managers to build leadership capability and drive high performance.
• Working alongside the ii training team, support the delivery of HR focused training as required.
• Identify people manager skills and knowledge gaps relating to HR policies and processes and ensure appropriate coaching and training interventions are provided to address and remove these gaps.
• Support the Head of HR Business Partnering in delivering strategic HR initiatives across the business
• Work collaboratively with management as a strategic partner to deliver best practice people solutions.
• Lead workforce planning, talent management, and succession planning activities for the assigned business areas.
• Partner your management team in proactively identifying future change requirements and delivery plan.
• Establish and encourage high performing management teams. Driving continuous improvement within own areas of responsibility.
• Produce and analyse ER data and metrics to identify trends, areas of concern and support decision-making.
• Support the delivery of organisational design projects including redundancy, TUPE and M&A activity as appropriate.
• Provide input and feedback on HR policies and contracts of employment, including their application and the review in line with current legislation and best practice.
• Build and maintain effective, collaborative relationships with key stakeholders
• Collaborate with Learning & Development, Recruitment, and Payroll teams to ensure a seamless HR service delivery.
• Champion diversity, equity, and inclusion initiatives across the business.
• Maintain the first line of Risk/Compliance defence by ensuring individual adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance.
• Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.
• Maintain the first line of defence by reviewing/supporting the risks and controls assigned to the department.

HR Business Partner

Financial Planning and Analysis

• Ensure smooth processing of tasks within our Transfers department
• Handle Settlements and Transfers to Account to Account Transactions
• Address general customer inquiries
• Build great relationships with our Customers, internal teams, and external partners
• Pursue career growth within the organization

Financial Services Administrator – Transfers Case Handler

Full-stack Engineer

• As part of the engineering team provide direct support for ensuring solutions for the squads are architected in line with the strategic alignment of the technology area.
• Ensure the smooth transition of technical solutions and knowledge to the wider team at all levels of technical capability.
• Support the discovery, architecture and design of new and more complex solutions and patterns for their delivery stream.
• Work with the Principal Engineer to establish new patterns and architectural designs, or support significant change to an existing solutions
• Support architecture decisions and solution design processes to an aligned strategy outlined across all of technology disciplines where solutions integrate.
• Directly contribute towards enabling culture of technical development and innovation within the team, through fit for purpose solution design and R&D activities.
• Enable the development of the technical skills within the squad and team through knowledge transfer of emerging technologies and modern ways of working, whilst ensuring that high standards remain at the forefront
• Ensure that architectural solutions are aligned to the controls outlined by the control standards applicable to the solutions developed within team
• Support the definition of change specific NFR considerations as part of any solution design or architectural decision.
• Ensure there is a clear alignment to assigned solutions within the change/priority pipeline. Ensure that these priorities are managed and any risks relating to the defined work are raised appropriately.
• Support the full development cycle of solution designs to all disciplines, including testing
• Proactively seek to identify efficiencies around process, solutions and technology
• Provide direct support for the Engineering Manager and Principal Engineer by taking ownership for and management of delegated subsets of the technical domain
• Ensure risk considerations are applied to any solution design/architectural decision, highlighting considerations and options as part of any documented solution
• Ensure full stack security considerations are included in all architectural decisions and subsequent solutions
• Perform the role of a 'code guardian', primarily ensuring that the quality of code delivered through the team is of the expected high standard, as well as supporting the development of individuals in the team to consistently meet these standards.

Application Software Engineer, Full Stack

Administration

• Provide outstanding customer service to meet the requirements of both internal and external customers
• Make customer contact via phone, email /letter/secure message to enable straight through processing, where appropriate
• Timely and accurate processing of all customer documents and returned queries to ensure that customer’s needs are met
• Adherence to the regulations that apply to the area that you are working in
• Responsible for the processing of all departmental administration tasks, with a high degree of accuracy
• Escalate any unresolved issues to the Senior Administrators providing them with sufficient information to investigate the issue
• Continually and appropriately challenge policy, processes and procedures, recommending improvements to increase efficiency and improve quality
• Be part of the departmental telephone query team to support all queries and requests from internal customers, making external calls to customers as required
• Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit.
• Confident in delivering an efficient, consistent and high quality service to our customers at every interaction.
• Ability to move between tasks and departments as business needs require
• Maintain the organisation’s first line of defence by ensuring individual adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance.
• Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.
• Logging Risk events - Understanding Risk via training and documentation available.

Pension Administrator

Analyst

• Support the end-to-end procurement lifecycle, including assisting with RFPs and RFIs
• Maintain and update ii’s Third-Party supplier database and support stakeholders to ensure accuracy
• Support onboarding of new third parties including due diligence and risk assessments
• Monitor supplier performance and escalate service issues or risks
• Gather and analyse supplier risk data (financial stability, cybersecurity posture)
• Ensure suppliers comply with relevant regulations and internal controls (FCA, Data Protection, Operational Resilience)
• Maintain accurate records of procurement activities and risk assessments
• Assist in preparing management reports/dashboards on third-party performance and risk exposure
• Track contract renewals, expiries and key contractual obligations
• Collate management information for internal/external audits and support internal training and attestation of Supplier Risk Management policies

Vendor Analyst Apprentice

ServiceNow

• Administration, maintenance, development, and operational integrity of Interactive Investor’s ServiceNow enterprise instance including the ESC and third-party applications
• Manage the backlog and prioritise work into regular sprints and deliver through change and release governance
• Technical testing of ServiceNow changes in non-Production environments before go live
• Support platform stakeholders in requirements definition and provide guidance on best use of ServiceNow features
• Create designs to meet requirements ensuring adherence to platform design principles
• Proactively look for and implement ideas for service improvements
• Maintain the ServiceNow platform including housekeeping, data cleansing, reduction of technical debt, bug fixes and configuration; keep up with plugin upgrades
• Perform platform upgrades
• Coach, mentor, and support other developers in the team
• Investigate and recommend new technologies on the platform
• Onboard and configure new modules within the system, upskilling where required and leveraging SNOW forums and training

ServiceNow Developer

Client Services Representative

• Provide high-level administrative support for Planners and Paraplanners to ensure great client experience and service
• Basic report writing, preparing client documentation, and responding to client enquiries
• Reception and office duties where required
• Process client applications and instructions and maintain accurate records
• Ensure business is processed compliantly and within defined business processes
• Prioritise and plan own workload and identify areas for improvement to maximise efficiency
• Work collaboratively and proactively across the team and maintain effective relationships with colleagues, clients and third parties
• Manage multiple demands while maintaining high standards, accuracy, and meeting strict deadlines
• Support implementation of change and respond flexibly to shifting priorities
• Use MS Office products to produce documentation and reports

Client Support Administrator

Product Designer

• Own the end-to-end user experience for squad projects, from ideation to final delivery
• Create, maintain, and evolve the organisation’s Design System to ensure consistency and scalability
• Act as the primary UX representative in stakeholder meetings, align on goals and manage expectations
• Clearly articulate design concepts, strategies, and justifications via presentations and storytelling
• Mentor UX designers and foster a collaborative, inclusive, growth-oriented design culture
• Collaborate with UX researchers on qualitative and quantitative research, usability testing, and stakeholder workshops
• Work closely and early with Product Managers, Developers, Analysts, and Testers to ensure alignment between design, business objectives, and technical implementation
• Champion accessibility and inclusive design principles to ensure WCAG-compliant, usable products
• Analyse complex user and business challenges and design elegant, responsive solutions optimised for web and mobile

Senior UX Designer

User Researcher

• Reporting to the UX Research Manager and leading a team of UX Researchers across multiple squads
• Manage researcher professional growth and ensure delivery of high-quality research
• Design and conduct qualitative and quantitative research to deepen understanding of current and potential users
• Own and drive the UX research roadmap in collaboration with Product Managers
• Embed user research into discovery and product development, working with UX Designers, Analytics and Product teams
• Deliver end-to-end research: recruitment, moderation, data collection, analysis and debriefs
• Advocate and present research findings to stakeholders to influence product roadmaps and decisions
• Work day-to-day with UX Designers, UX Copywriters, Data Analysts, CRO, Product Owners/Managers, Developers, Testers, Customer Service Advisers and other stakeholders
• Drive accessibility and implementation of research insights across the organisation

UX Research Lead

• Drive day-to-day success of the Customer Service Team handling pensions and pensions-related queries.
• Provide daily guidance, support, and coaching to Customer Service Representatives, including Training & Competency checks and tailored feedback.
• Collaborate closely with Customer Service Managers on people management tasks, including one-to-ones, return-to-work interviews, performance reviews, and HR processes.
• Partner with fellow Deputy Team Managers to share best practices, coordinate resources, and deliver on shared objectives.
• Support Grad Bay training transitions from classroom to live environments and ensure ongoing pensions-specific development.
• Drive team performance to meet or exceed departmental KPIs, service levels, and quality standards with a customer-first approach.
• Leverage pensions expertise to deliver accurate, compliant, and empathetic solutions to customers.
• Lead by example to promote company values, contribute to positive workplace culture, and step up to cover absences as needed.

Deputy Team Manager, Customer Service – Pensions

• Answer calls and customer inquiries in the Specialist Contact Centre based in Manchester City Centre
• Take personal ownership of each customer interaction and understand customers' unique situations
• Provide efficient, professional, consultative support for Trading, Stocks & Shares ISAs and SIPP accounts
• Build relationships with customers and resolve increasingly complex queries
• Work 37.5 hours per week Monday to Friday on a varied rotational shift pattern with occasional evening shifts after training
• Successful candidate to start on Monday 3rd November 2025