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- Tasks: Lead exciting projects to enhance customer experience in the rail industry.
- Company: Join Arriva Rail London, a leader in passenger transport across Europe.
- Benefits: Enjoy free travel on TfL network and discounts on rail services.
- Other info: Diverse and inclusive workplace with great growth opportunities.
- Why this job: Make a real impact on customer journeys while advancing your career.
- Qualifications: Experience in project management and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
Customer Experience Programme Manager page is loaded## Customer Experience Programme Managerlocations: Palestratime type: Full timeposted on: Posted Todaytime left to apply: End Date: October 11, 2025 (13 days left to apply)job requisition id: JR031042**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 subjectsAt 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.***[](blob:https://arriva.wd3.myworkdayjobs.com/c49b3a81-210d-443d-9af4-f5e098592e3a)0:00 / 3:05 #J-18808-Ljbffr
Customer Experience Programme Manager employer: Arrivatc
Contact Detail:
Arrivatc 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 give you an edge!
✨Tip Number 2
Prepare for the interview by researching Arriva's recent projects and initiatives in customer experience. Show us that you're not just interested in the role, but that you understand the company's vision and how you can contribute to it.
✨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 role.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your enthusiasm for the position. Plus, it keeps you fresh in their minds as they make their decision.
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, showing us why you're the perfect fit!
Showcase Your Skills: Don’t forget to emphasise your strong communication skills and any experience with stakeholder engagement. We want to see how you can influence and work effectively with others in the role.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where necessary to make it easy for us to read through your qualifications and experiences.
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 don’t miss out on any important updates from us!
How to prepare for a job interview at Arrivatc
✨Know Your Customer Experience Stuff
Make sure you brush up on your knowledge of customer experience principles and practices. Understand the key metrics that Arriva Rail London uses to measure success in this area, and be ready to discuss how your past experiences align with their goals.
✨Showcase Your Project Management Skills
Since the role involves managing projects and programmes, prepare examples from your previous work where you've successfully scoped, created, and delivered similar initiatives. Highlight any relevant qualifications you have, like a Project Management Qualification, to show you're serious about this field.
✨Engage with Stakeholders
This position requires strong interpersonal skills, so think about how you've effectively communicated and influenced stakeholders in the past. Be ready to share specific instances where your communication made a difference in project outcomes or team dynamics.
✨Understand the London Overground Network
Familiarise yourself with the London Overground network and its operations. Being able to discuss its challenges and opportunities will demonstrate your genuine interest in the role and the company, making you stand out as a candidate who is truly invested in their mission.