Senior Director – Customer Office Job London area,Greater London England UK,Business

Position: Senior Support Director – Customer Office
Location: Greater London

Define and execute the transformation strategy for Customer Support across the UK and India
Lead adoption of AI-enabled automation, self-service capabilities, workflow optimisation and knowledge management solutions
Drive operational excellence by reducing backlogs, improving resolution times, increasing productivity and enhancing customer satisfaction
Build scalable support processes and operating models for continued business growth
Partner with Engineering, Product, Data and Go-To-Market teams to improve customer experience and influence product development
Use customer insights, operational data and performance metrics to identify improvement opportunities and prioritise change initiatives
Champion the voice of the customer across the organisation
Develop high-performing teams and create a culture of continuous improvement, innovation and accountability
Establish performance measures covering 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
Report directly to the Chief Customer Officer and participate in the Customer Office leadership team

Requirements

Significant senior leadership experience within Customer Support, Service Operations, Customer Experience or a 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 both UK and India
Strong stakeholder management skills with the ability to influence at executive level
A data-driven approach with the ability to turn insight into action and measurable business outcomes
Experience building and embedding scalable processes, governance and operating models
Comfortable operating in a fast-paced, evolving environment where change and continuous improvement are expected
An entrepreneurial mindset with a passion for solving complex problems and driving meaningful transformation
Experience with in SaaS, software or technology-led organisations
Experience implementing AI-powered support tools, knowledge automation solutions, chatbots or workflow automation platforms
Experience leading global or distributed support functions
Experience delivering organisational and cultural change programmes alongside technology transformation

Core Competencies

Demonstrates expertise in leading transformation strategies for Customer Support, focusing on AI-driven automation, operational excellence, and customer satisfaction. Proven ability to build high-performing teams and scalable processes while influencing executive stakeholders and driving continuous improvement.

Highest-signal resume keywords

Senior Leadership Experience
AI-Driven Support Capabilities
Operational Performance Improvement
Stakeholder Management
Transformation Programme Leadership

ATS Optimization Keywords Hard Skills

Transformation Strategy
Operational Excellence
Process Improvement
Data-Driven Decision Making
Performance Metrics
Customer Satisfaction
Change Management
Governance Models
Cultural Change
Complex Problem Solving

Soft Skills

Team Development
Influencing Skills
Continuous Improvement Mindset
Entrepreneurial Mindset
Collaboration

Industry Keywords

Customer Support
Service Operations
Customer Experience
SaaS
Technology-Led Organisations

Tools & Technologies

AI-Powered Support Tools
Self-Service Platforms
Knowledge Automation Solutions
Chatbots
Workflow Automation Platforms