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- Tasks: Lead a major transformation in customer support using AI and automation.
- Company: Market-leading organisation focused on customer-centric solutions.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Other info: Fast-paced role with immediate mobilization and significant career advancement potential.
- Why this job: Make a real impact by redesigning support operations for long-term success.
- Qualifications: Experience in customer support transformations and strong commercial acumen required.
The predicted salary is between 80000 - 100000 ÂŁ per year.
My client is a market-leading organisation and recognised industry leader operating within a high-volume, customer-centric environment. They are launching a major transformation programme to redesign how customer support is delivered, using AI, automation, and smarter operational design to improve service quality while scaling efficiently.
This is a true end-to-end transformation role. You will establish a lean support function, select and implement the right AI-enabled support platform, and lead the full transition into a scalable in-house operation built for long-term growth. This is not a coordination role. We need someone who can lead with conviction, move quickly, make decisions in ambiguity, and take ownership from first principles through to full operational delivery. Speed is critical. The project must mobilise immediately, generate meaningful performance data quickly, and enable key strategic decisions within the second half of the year.
Programme Leadership- Own and deliver the full transformation from discovery through to rollout with minimal oversight
- Establish governance, reporting cadence, stakeholder communication, and executive decision points
- Manage risks, blockers, and cross‑functional delivery across Finance, Commercial, Legal, People, Systems, and Engineering
- Assess current support operations including cost base, volumes, SLAs, supplier model, and customer satisfaction
- Build and maintain the financial model and produce a board‑ready business case
- Identify savings opportunities across AI deflection, automation, productivity, supplier strategy, and operating model redesign
- Lead evaluation and implementation of AI‑enabled support platforms such as Zendesk, Salesforce Service Cloud, Intercom, and similar tools
- Define selection criteria around AI capability, workflow automation, CRM integration, and reporting
- Oversee platform setup, routing workflows, self‑service capability, dashboards, and the long‑term technology blueprint
- Design a layered support model across self‑service, operational support, escalations, and premium service functions
- Build SOPs, QA frameworks, escalation paths, and service standards
- Launch the initial model quickly, stabilise performance, and track KPIs including volumes, response times, CSAT, productivity, and cost per resolution
- Deliver the final recommendation and transition into a permanent AI‑first support function built to scale without linear cost growth
- Proven experience leading customer support transformations or operational insourcing programmes
- Strong commercial acumen with the ability to build and defend financial business cases
- Experience implementing AI‑powered support platforms or CRM systems
- Comfortable operating at pace in high‑stakes, ambiguous environments
- Strong stakeholder management across business, operations, finance, legal, and technology teams
- Experience managing supplier transitions and service redesign
- Clear communicator able to produce executive‑ready outputs and drive decisions
- Experience with Zendesk, Salesforce Service Cloud, Intercom, or similar platforms
- Background in high‑growth, technology‑led or customer‑centric businesses
- Experience building AI deflection, auto‑triage, and workflow automation solutions from scratch
NOTE: This is not a traditional Programme Manager or coordination role, and it is not a pure AI Engineer position. We are looking for someone who has personally led end-to-end support transformations, built operating models from scratch, owned commercial decision‑making, and delivered customer support insourcing or service redesign programmes. Candidates focused purely on project tracking or technical AI build work without operational ownership will not be suitable.
TechOps Transformation Lead - AI Support in London employer: Xcede Recruitment Solutions
Contact Detail:
Xcede Recruitment Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land TechOps Transformation Lead - AI Support in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to be able to show how your experience aligns with their goals, especially in areas like AI and customer support transformation.
✨Tip Number 3
Practice your pitch! You need to be able to communicate your value clearly and confidently. We suggest rehearsing answers to common interview questions and preparing examples of your past successes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace TechOps Transformation Lead - AI Support in London
Some tips for your application 🫡
Show Your Leadership Skills: In your application, make sure to highlight your experience in leading transformations. We want to see how you've taken charge in previous roles and driven change, especially in customer support environments.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language to describe your achievements and how they relate to the role. We appreciate brevity but also want to see the impact of your work.
Tailor Your Application: Make sure to customise your application for this specific role. Mention relevant experiences with AI platforms or operational redesigns that align with our needs. This shows us you’ve done your homework and are genuinely interested.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the process smoother for everyone involved!
How to prepare for a job interview at Xcede Recruitment Solutions
✨Know Your Transformation Stuff
Make sure you understand the ins and outs of customer support transformations. Brush up on your knowledge of AI-enabled platforms like Zendesk or Salesforce Service Cloud, and be ready to discuss how you've led similar projects in the past.
✨Showcase Your Decision-Making Skills
This role requires quick decision-making in ambiguous situations. Prepare examples from your previous experience where you had to make tough calls and how those decisions impacted the project positively.
✨Communicate Like a Pro
Since you'll be dealing with various stakeholders, practice articulating your thoughts clearly and concisely. Be ready to present your ideas as if you're speaking to executives, focusing on the value and outcomes of your proposed strategies.
✨Demonstrate Your Financial Acumen
You’ll need to build and defend financial business cases, so come prepared with examples of how you've managed budgets or identified cost-saving opportunities in previous roles. Highlight your ability to balance operational needs with financial constraints.