Senior Support Director – Customer Office

Overview

In this role you will lead Civica’s Customer Support across the UK and India, driving transformation, scalable processes, and an AI-enabled support model. You will partner with Engineering, Product, Data and Go-To-Market teams to improve customer outcomes and satisfaction. You will build high‑performing teams, establish clear metrics, and report progress to executive leadership. This is a strategic, impact‑driven opportunity to modernise support for a global GovTech platform serving millions of citizens.

Pay / Benefits

• 25 Days Annual Leave + bank holidays
• volunteering leave
• pension contributions with employer matching
• Income Protection
• Life Assurance
• Private Medical Insurance

Responsibilities

• Define and execute the transformation strategy for Customer Support across the UK and India
• Lead the adoption of AI-enabled automation, self-service, workflow optimisation and knowledge management solutions
• Drive operational excellence, reduce backlogs, improve resolution times, increase productivity and enhance customer satisfaction
• Build scalable support processes and operating models to support growth
• Partner with Engineering, Product, Data, and Go-To-Market to improve customer experience and influence product development
• Use customer insights, operational data and performance metrics to identify improvements and prioritise change initiatives
• Champion the voice of the customer across the organisation
• Develop high-performing teams and foster continuous improvement, innovation and accountability
• Establish clear performance measures for customer satisfaction, service quality, productivity, automation adoption and transformation outcomes
• Provide strategic recommendations and regular updates to executive stakeholders on support performance and transformation progress

Key requirements

• Significant senior leadership experience within Customer Support, Service Operations or related function
• Proven experience leading complex transformation programmes involving people, process and technology change
• Strong understanding of AI-driven support capabilities, automation technologies, self-service platforms and digital customer service tools
• Demonstrable success improving operational performance, customer satisfaction and customer retention
• Experience leading teams across multiple locations, ideally including UK and India
• Strong stakeholder management skills with the ability to influence at executive level
• Data-driven approach with ability to turn insight into action and measurable outcomes
• Experience building and embedding scalable processes, governance and operating models
• Comfortable operating in fast-paced, evolving environment with continuous improvement
• Entrepreneurial mindset with passion for solving complex problems and driving meaningful transformation

• leadership
• stakeholder management
• data-driven mindset
• AI-driven support capabilities
• automation technologies
• self-service platforms

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