Director of AI-Powered Customer Support

Civica; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Benefits offered by this job

25 Days Annual Leave

Volunteer leave

Pension contributions

Income Protection

Life Assurance

Critical Illness Cover

Private Medical Insurance

Health Cash Plan

Dental Insurance

Learning & Career Development

Employee Affinity Groups

Referral Bonus Scheme

Career development opportunities

Job summary

Civica is seeking an experienced Senior Support Director to lead our Customer Support organisation across the UK and India. Reporting to the Chief Customer Officer, you will shape the future vision for support services and modernise operations with scalable processes and AI-enabled automation.

You will lead a distributed team, partner with Product, Engineering and Data, and deliver measurable improvements in customer outcomes, service quality and operational efficiency across Civica's GovTech

Qualifications

• Significant senior leadership experience in customer support or service operations.
• Experience leading complex transformation programmes.
• Strong understanding of AI-driven support and automation.
• Proven ability to improve operational performance and customer satisfaction.
• Experience leading distributed teams (UK and India).
• Data-driven mindset with ability to turn insight into action.

Responsibilities

• Define and execute the transformation strategy for UK and India.
• Lead AI-enabled automation and self-service adoption.
• Drive operational excellence, reduce backlogs and improve satisfaction.
• Build scalable support processes and operating models.
• Collaborate with Engineering, Product, Data and GTM to improve experience.
• Provide strategic updates to executives on progress.
• Champion the voice of the customer.
• Develop high-performing teams and a culture of improvement.
• Establish performance measures across key metrics.
• Identify opportunities from insights and prioritise change.

Skills

Senior leadership

Transformational leader

AI-driven support

Stakeholder management

Data-driven

Tools

Automation technologies

Self-service platforms

Job description

Civica is seeking an experienced Senior Support Director to lead our Customer Support organisation across the UK and India. Reporting to the Chief Customer Officer, you will shape the future vision for support services and modernise operations with scalable processes and AI-enabled automation.

You will lead a distributed team, partner with Product, Engineering and Data, and deliver measurable improvements in customer outcomes, service quality and operational efficiency across Civica's GovTech