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- Tasks: Lead exciting projects to enhance customer experience and engagement across the London Overground network.
- Company: Join Arriva Rail London, a leader in passenger transport with a vision for the future.
- Benefits: Enjoy free travel on TfL, discounts on rail services, and a supportive work environment.
- Why this job: Make a real impact on customer journeys while progressing your career in a dynamic team.
- Qualifications: Experience in project management and strong communication skills are essential.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Customer Experience Programme Manager
Southwark, London
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, we want you to join us at the forefront of the passenger transport industry
Arriva Rail London are looking for someone internal to join the Customer Experience team as the Customer Experience Programme Manager where you will be working alongside the CX Strategy Manager, Systems Delivery Manager and Head of Customer Proposition to improve the Customer and Colleague Experience by supporting the delivery of projects and programmes within the Customer Experience space.
This is a fantastic chance for someone who is looking for some internal progression who has a strong understanding of scoping, creating and the delivery of projects and programmes.
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.
Our benefits include:
- 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.
Customer Experience Programme Manager employer: Arriva
Contact Detail:
Arriva Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Programme Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at Arriva Rail London on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Experience Programme Manager role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by researching the latest trends in customer experience and how they relate to the London Overground network. Show us that you’re not just passionate about the role, but also knowledgeable about the industry!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've successfully managed projects or improved customer experiences in the past. We want to hear about your achievements and how they relate to the responsibilities of the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us that you’re genuinely interested in joining the Arriva team!
We think you need these skills to ace Customer Experience Programme Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Programme Manager role. Highlight your relevant experience in project management and customer experience, and show us how you can contribute to our vision at Arriva.
Showcase Your Skills: We want to see your strong inter-personal and communication skills shine through in your application. Use specific examples to demonstrate how you've successfully influenced stakeholders or managed projects in the past.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured documents that are easy to read. Avoid jargon unless it's relevant to the role, and make sure to proofread for any typos!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Arriva
✨Know Your Customer Experience
Make sure you have a solid understanding of customer experience principles, especially in the context of the London Overground network. Familiarise yourself with Arriva's current projects and how they aim to improve customer satisfaction. This will help you demonstrate your passion for enhancing the customer journey during the interview.
✨Showcase Your Project Management Skills
Be prepared to discuss your experience in managing projects and programmes. Highlight specific examples where you've successfully scoped, created, and delivered projects. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them impactful.
✨Engage with Stakeholders
Since this role involves working closely with various stakeholders, think about how you can effectively communicate and influence them. Prepare examples of past experiences where you've successfully navigated stakeholder relationships, particularly in challenging situations or negotiations.
✨Understand the Governance Framework
Familiarise yourself with governance processes related to project delivery. Be ready to discuss how you would ensure compliance and effective communication within the team and with third-party suppliers. Showing that you understand the importance of governance will set you apart as a candidate who is detail-oriented and responsible.
