Senior Director - Customer Office

Location: London HQ (Southbank)/ Hybrid
Division: Customer Office

We're Civica and we make software that helps deliver critical services for citizens around the world. More than 5,000 public bodies use our software to support over 100 million citizens across government, education, health and care.

As we continue our growth journey as a global Gov Tech leader, we're investing in the future of customer support. This is a unique opportunity to join our Customer Office leadership team and play a key role in transforming how we support customers across our UK and India operations.

We're looking for an experienced and transformational leader to join us as Senior Support Director, leading our Customer Support organisation across the UK and India.

Reporting directly to the Chief Customer Officer, you'll act as a trusted partner and key member of the Customer Office leadership team, helping shape and deliver the future vision for support services across Civica.

This is far more than a traditional support leadership role. We're looking for someone who can modernise operations, introduce scalable processes, leverage AI and automation, and create a roadmap that transforms how support is delivered across the business.

You'll lead a large, geographically distributed team while working closely with senior leaders across Product, Engineering, Data, Technology and Go-To-Market functions to improve customer outcomes, drive operational excellence, and create a more efficient, AI-enabled support model.

For someone who thrives in change, enjoys building and improving functions, and wants to leave a lasting impact, this represents an exceptional opportunity.

• Define and execute the transformation strategy for Customer Support across the UK and India.
• Lead the adoption of AI-enabled automation, self-service capabilities, workflow optimisation and knowledge management solutions.
• Drive operational excellence, reducing backlogs, improving resolution times, increasing productivity and enhancing customer satisfaction.
• Build scalable support processes and operating models that support continued business growth.
• Partner closely with Engineering, Product, Data and Go-To-Market teams to improve the 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 clear 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.

• 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…