Global Head of Customer Operations & Digital Delivery

British Council; Greater London; Hybrid; GBP 79,000 - 91,000; Full time

Job summary

The British Council is seeking a visionary Senior Leader to shape global Customer Operations across English & Exams, driving exceptional customer experiences and sustainable growth. This role oversees B2C Sales, Digital Services Delivery and Operations Delivery, with a focus on strategic direction and performance across international markets.

The role requires senior leadership experience, strong stakeholder management and a track record of delivering transformational change in complex

Qualifications

• Significant senior leadership experience in customer operations, service delivery, sales operations or contact centre environments.
• Experience leading large-scale operational organisations through senior leadership teams.
• Demonstrable experience delivering strategic transformation and organisational change.
• Proven success improving customer experience, operational performance and commercial outcomes.
• Strong commercial and financial management capability.
• Experience using customer insight, analytics and operational performance data to drive decision-making.
• Experience building leadership capability and developing succession pipelines.
• Experience operating successfully in complex matrix organisations.
• Strong stakeholder management and influencing capability.

Responsibilities

• Define and deliver the 3-5 year Customer Operations strategy, aligning with CSS and English & Exams priorities to achieve measurable outcomes.
• Drive commercial growth through customer acquisition, sales conversion, retention and customer lifetime value.
• Advise the CSS Director on strategic planning, investment and enterprise-wide transformation.
• Champion operational excellence, automation and data-driven innovation to enhance customer experience and business performance.
• Lead B2C Sales, Digital Services Delivery and Operations Delivery, with matrix oversight of Data & Analytics and Training & Quality.
• Develop high-performing leadership teams, strengthen succession planning and foster collaboration, accountability and innovation.
• Establish effective governance, performance management and accountability frameworks.
• Oversee global customer service, sales support and digital operations, ensuring delivery of KPIs, SLAs and service standards.
• Enhance customer experience through NPS, CSAT, CES and customer journey insights.
• Optimise workforce planning, productivity and resource allocation through automation, digital innovation and self-service.
• Maintain global standards for operational resilience, quality assurance and service governance.
• Build strategic partnerships across English & Exams, Marketing, Digital & Technology, Finance, Product and Market teams.
• Influence senior stakeholders and represent Customer Operations in strategic decision-making.
• Lead operational planning, budgeting and resource allocation to maximise efficiency and value for money.
• Manage operational expenditure and drive productivity to achieve financial and commercial targets.

Skills

Senior leadership experience

Cross-cultural collaboration

Influencing capability

Stakeholder management

Commercial acumen

Education

Degree level qualification or equivalent

Job description

The British Council is seeking a visionary Senior Leader to shape global Customer Operations across English & Exams, driving exceptional customer experiences and sustainable growth. This role oversees B2C Sales, Digital Services Delivery and Operations Delivery, with a focus on strategic direction and performance across international markets.

The role requires senior leadership experience, strong stakeholder management and a track record of delivering transformational change in complex