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About the Role

We are seeking a visionary, commercially driven Senior Leader to shape the future of global Customer Operations within Customer Sales & Service (CSS). This role will drive exceptional customer experiences, operational excellence, and sustainable growth across English & Exams (E&E), leading B2C Sales, Digital Services Delivery, and Operations Delivery. You will shape and deliver a 3–5 year Customer Operations strategy, leveraging digital innovation and workforce optimization to enhance global service delivery and business performance.

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.
Optimize 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.

Requirements

Degree level qualification or equivalent professional experience.
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.
Experience delivering sustainable performance improvement across multiple operational functions.
Right to work in the UK required.

Skills

Operations Management
Leadership
Business Management
Customer Experience
Service Excellence
COPC certification or equivalent service excellence accreditation
International education, examinations or customer service experience
Large-scale digital transformation programs
Implementing automation and AI-enabled service improvements
Cross-cultural collaboration
Influencing capability

Location

UK-based role (hybrid / remote considered, with global collaboration)

Work Type

Hybrid
Remote

Experience Level

Senior leadership

Education Level

Degree level qualification or equivalent professional experience
Operations Management qualification
Leadership or Business Management qualification
Customer Experience accreditation
Service Excellence accreditation

Salary/Compensations

From 78,572 GBP to 91,156 GBP

Benefits

Pension scheme: Civil Service Pension Scheme

About the Company

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.
We work with people in over 150 countries and reach over 700 million people.
We connect. We inspire.
A connected and trusted UK in a more connected and trusted world.

Equal Opportunity

We are committed to equality, diversity and inclusion and we welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work.
The British Council is a Disability Confident Employer.
The Disability Confident scheme helps challenge attitudes, increase understanding of disability, and ensure staff are drawn from the widest possible pool of talent and we guarantee an interview for disabled applicants who meet the minimum role requirements.
We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
The British Council is committed to safeguarding children, young people, and adults who we work with.
We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.
Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.