Customer Experience Programme Manager

Overview

Customer Experience Programme Manager role at Arriva Rail London

Location: Southwark, London

Employer: Arriva Rail London

Closing Date: 10th October 2025

Arriva Rail London is an industry-leading train operating company, responsible for running the London Overground network under a Concession Agreement with Transport for London (TfL) and is part of the Arriva group.

Here at Arriva, we are on our way to becoming the leading passenger transport partner across Europe, delivering more than 2.2 billion passenger journeys across 14 different European countries every year. We have a vision to help shape a future where passenger transport is the best choice, through digitisation, sustainability, and continuous improvement, and we want you to join us at the forefront of the passenger transport industry!

Are you passionate about shaping exceptional customer and colleague experiences? Arriva Rail London is seeking a dynamic and strategic Programme Manager to join our Customer Experience team. In this pivotal role, you’ll collaborate closely with the CX Strategy Manager, Systems Delivery Manager, and Head of Customer Proposition to drive the successful delivery of projects and programmes that enhance how we serve our customers and support our colleagues.

This is an exciting opportunity for someone with a strong track record in scoping, designing, and delivering impactful initiatives, whether you\’re ready to take the next step in your career or bring fresh perspective from outside the rail industry. We’re looking for someone who thrives in a collaborative environment, brings energy and clarity to complex programmes, and is committed to making a meaningful difference.

Responsibilities

• You will be responsible for the delivery of assigned Customer Experience programmes and projects accountable for the management of finances, communication, delivery and successful transfer to business-as-usual departments.
• You will provide support and guidance to the Customer Proposition team on project delivery and lead on key governance areas where required by the Head of Customer Proposition.
• As the Customer Experience Programme Manager, you will be responsible for the delivery of the London Overground Line Naming Project, in keeping with compliance and governance of projects and programmes within the proposition department.
• Supporting the delivery and implementation of Customer Information Strategy and related programmes and projects will also be a key part of this role, as well as working alongside the wider Customer Experience departments to engage with project/ programme delivery and idea generation.
• This individual will also support with the delivery and implementation of Stations Extra (internal communication programme) along with the overarching organisational communications strategy to maximise internal staff engagement.
• You will also deputise for the Head of Customer Proposition in governance meetings, acting as a key interface internally with a key stakeholder being the Events Strategy Manager and with all third-party suppliers.
• Trade Union engagement will be another key part of this role, ensuring that initiatives and programmes are agreed and adopted across the organisation.
• Creation of a detailed business case to support investment-based ROI and detailed analysis will also be a key part of this role, as well as the creation and implementation of customer trials and projects utilising the innovation budget where appropriate.
• The Customer Experience Programme Manager will work as the key interface with Rail for London and Transport for London in identification of potential workstreams, proposing business cases within the Customer Experience space.

Qualifications

• The ideal individual will have had experience in contract management and working with third party suppliers, as well as a strong understanding of scoping, creating and the delivery of projects/ programmes.
• You will ideally have achieved or are working towards a Project Management Qualification or Change Management/ Leadership Qualification, and to be highly experienced in scoping, creating and the delivery of programmes/ projects.
• You will need to have a strong understanding of the London Overground network, as well as an understanding of existing metrics within ARL in relation to customer experience, and a strong background in Trade Union negotiations.
• Strong inter-personal and communication skills (written and oral) are essential as well as the ability to work effectively with and influence stakeholders.
• Good understanding of MS Office platforms and high levels of IT Literacy.

Benefits

• Free Travel for you and a nominated person at your address on TfL Network – this alone worth total £5,200 per annum
• Discounts on European rail services after 1 year of service
• Free travel on Arriva branded rail services around the country
• 75% discount off of season tickets on other Train Operating Companies
• Arriva Village – web based discounts on various products/services on the high street
• Employee Assistance Programme – 24hr helpline, covering a multitude of subjects

At Arriva we acknowledge the importance of our people\’s diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success…

If you require any reasonable adjustments to be made to the application or interview process, please don’t hesitate to let us know.

We’re not able to determine applicability of any additional sections beyond this point; please rely on standard Arriva recruitment communications for the remainder of the posting.