At a Glance
- Tasks: Lead strategic initiatives to enhance customer experience and governance at East Midlands Railway.
- Company: Join a top employer committed to inclusivity and employee empowerment.
- Benefits: Enjoy competitive salary, travel perks, and a supportive work environment.
- Other info: Opportunity for career growth in a fast-paced, collaborative environment.
- Why this job: Make a real impact on customer journeys in a dynamic railway setting.
- Qualifications: Degree-level education and experience in customer strategy or governance required.
The predicted salary is between 57000 - 65000 £ per year.
Location: Derby - Head Office
Contract Type: Permanent
Salary: £66,000.00 - £74,000.00 depending on experience
First Class Duty Travel, Free Leisure Travel with EMR and discounted travel with other train operators and Eurostar
Closing Date: Sunday 18 January 2026
Interview Date: To be confirmed
Reference: 2026-CXSGM
We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing, and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and our Customer Experience team plays a crucial role in shaping how passengers experience our network every day. Nine times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards, we value our people and are committed to creating an environment where everyone feels empowered to bring their authentic self to work.
Are you a strategic thinker with strong governance expertise and a passion for improving customer experience in a complex, regulated environment? We have an exciting opportunity to join East Midlands Railway as a Customer Experience Strategy & Governance Manager, a pivotal role supporting the Customer Experience Director to deliver a safe, reliable and industry-leading customer experience across our network.
What You'll Be Doing
- Act as a strategic partner, operational integrator and programme leader for the Customer Experience Directorate.
- Ensure priorities are clearly defined, governance is robust, and delivery is aligned with business objectives, regulatory commitments and customer outcomes.
- Own and drive the Customer Experience Directorate Strategy, ensuring alignment with wider business goals and regulatory requirements, supported by clear plans, milestones, KPIs and governed reporting of progress, risks and opportunities.
- Coordinate and lead the development and delivery of strategic programmes and workstreams across the CX function.
- Establish and maintain effective governance frameworks, aligned to EMR's PMO standards.
- Design and oversee real-time performance dashboards to support data-led decision making.
- Use CX, business and industry data to define, oversee and challenge performance reporting.
- Manage key internal and external stakeholder relationships.
- Prepare high-quality briefing materials, board papers, decision papers and regulatory submissions.
- Support the Annual Business Planning process for the Customer Experience Directorate.
- Coordinate CX Leadership Team meetings.
- Champion continuous improvement, leading end-to-end process reviews and audits.
- Support the Performance Based Fee Scorecard pipeline and governance process.
- Actively support EMR's Sustainability commitments.
This is a highly visible role that blends strategy, governance, performance insight and stakeholder influence, enabling the Customer Experience Director to focus on senior leadership, engagement and long-term transformation of end-to-end passenger journeys.
What We're Looking For
- A degree-level qualification or equivalent relevant experience.
- Experience in continuous improvement methodologies and/or APM or equivalent project management qualifications is desirable.
- Significant experience in customer strategy, governance, compliance or related roles.
- Strong programme and portfolio management skills.
- Excellent project management, reporting and performance tracking capability.
- Exceptional communication, influencing and stakeholder management skills.
- High attention to detail, with the ability to produce a wide range of high-quality outputs.
- Proven experience establishing and managing compliance and governance systems.
- Experience supporting or advising senior leaders and executive teams.
- Well-developed data visualisation and presentation skills.
You'll need to be comfortable working at pace, managing ambiguity and balancing strategic thinking with operational reality. We're looking for someone with strong judgement, collaboration and a customer-first mindset. This is a fantastic opportunity for someone looking to play a central, strategic role in shaping how customer experience is planned, governed and delivered at East Midlands Railway.
As we operate a blind screening process, please remove your name and personal details from your CV.
Customer Experience Strategy and Governance Manager employer: Abellio East Midlands Ltd.
At East Midlands Railway, we pride ourselves on being a top employer, fostering a culture of inclusivity and empowerment where every employee can thrive. With competitive salaries, extensive travel benefits, and a commitment to professional development, we offer a rewarding environment for those passionate about enhancing customer experiences in the rail industry. Join us in Derby, where you will play a pivotal role in shaping our customer strategy while enjoying a supportive and dynamic workplace.
Contact Details:
Abellio East Midlands Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Strategy and Governance Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Abellio East Midlands Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Abellio East Midlands Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Strategy and Governance Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Abellio East Midlands Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Abellio East Midlands Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Abellio East Midlands Ltd.!
How to prepare for a job interview at Abellio East Midlands Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
