At a Glance
- Tasks: Lead strategic planning for station operations and enhance customer experience.
- Company: Chiltern Railways, dedicated to safe and accessible stations.
- Benefits: Competitive salary up to £75,000 and a fixed-term contract.
- Other info: Opportunity to influence major projects and collaborate with industry partners.
- Why this job: Shape the future of station design and improve passenger journeys.
- Qualifications: Experience in station operations and strong stakeholder management skills.
Location: Marylebone Station, London
Contract Type: Fixed Term Contract - 12 Months
Salary: Up to £75,000 per annum
Role Purpose
Chiltern Railways is committed to delivering stations that are safe, intuitive, accessible, and designed around the needs of our customers. We are seeking a Stations & Customer Operations specialist to lead the strategic planning and development of station operations, ensuring that future designs, upgrades, and major projects reflect both operational practicality and exceptional customer experience. This role focuses on long-term planning, design influence, and operational readiness—not day to day station management. You will shape how our stations evolve, ensuring that passenger handling, customer experience, and operational requirements are embedded into every project and investment decision. You will engage in projects that are being delivered internally or that are being developed with third parties or S106 funding; you may lead the delivery of smaller schemes.
Key Accountabilities
- Strategic Station Operational Planning
- Develop long-term operational concepts for Chiltern stations, ensuring they support future growth, accessibility improvements, and customer focused design.
- Produce operational input for major station projects, timetable changes, and network developments.
- Ensure station planning aligns with Chiltern’s strategic objectives, safety standards, and customer experience ambitions.
- Passenger Handling & Flow Strategy
- Analyse passenger movement patterns and future demand to inform station layouts, circulation space, and platform operations.
- Identify opportunities to improve passenger flow, reduce congestion, and enhance resilience during disruption.
- Provide expert advice on crowd management principles for project and design teams.
- Station Design & Infrastructure Influence
- Act as Chiltern’s operational and customer experience voice in station design, refurbishment, and third-party development projects.
- Review architectural drawings, design proposals, and construction plans to ensure they reflect operational reality and customer needs.
- Work closely with Network Rail, developers, and engineering teams to ensure station infrastructure supports safe and efficient operations.
- Customer Experience & Service Design
- Champion customer experience in all station related planning decisions, ensuring stations are intuitive, inclusive, and welcoming.
- Shape improvements to wayfinding, signage, accessibility, ambience, and station facilities.
- Support the development of future customer service models, including technology enabled solutions.
- Stakeholder Engagement
- Represent Chiltern Railways in planning groups, design reviews, and project boards.
- Collaborate with Network Rail, local authorities, contractors, and industry partners to ensure Chiltern’s requirements are understood and delivered.
- Communicate complex operational and customer experience needs clearly to technical and nontechnical audiences.
- Safety, Assurance & Readiness
- Lead operational readiness planning for station assets, ensuring safe and smooth introduction into service.
- Conduct risk assessments and operational reviews for station related projects.
- Ensure compliance with safety standards, accessibility regulations, and industry best practice.
Person Specification
You’ll thrive in this role if you combine strategic thinking with a deep understanding of how stations function and how customers experience them. You’re someone who can influence design, shape future operations, and bring a customer first perspective to complex planning challenges.
Essential Experience
- Strong background in station operations, passenger handling, or operational planning within rail or a similar transport environment.
- Experience contributing to station design, refurbishment, or infrastructure projects.
- Understanding of customer experience principles and inclusive design.
- Ability to interpret technical drawings, operational data, and design proposals.
- Excellent communication and stakeholder management skills.
Desirable Experience
- Experience with crowd modelling, simulation tools, or demand forecasting.
- Knowledge of accessibility standards, wayfinding principles, and inclusive design.
- Familiarity with safety management systems and operational readiness processes.
- Experience working with Network Rail or other rail industry partners.
What You’ll Bring
- A customer first mindset with a strategic understanding of station operations.
- Strong analytical thinking and the ability to translate insight into clear, actionable planning requirements.
- Confidence influencing designers, engineers, and senior stakeholders.
- A collaborative working style and the ability to build trust across teams.
- A passion for shaping the stations of the future and improving the customer journey.
Station & Customer Operations Manager employer: Chiltern Railways
Chiltern Railways is an exceptional employer, offering a dynamic work environment at the heart of Marylebone Station, London. With a strong commitment to employee growth and development, we provide opportunities for strategic influence in station operations while prioritising customer experience. Our collaborative culture fosters innovation and inclusivity, ensuring that every team member can contribute to shaping the future of rail travel.
StudySmarter Expert Advice🤫
We think this is how you could land Station & Customer Operations Manager
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend events, join relevant groups on social media, and don’t be shy to reach out to professionals on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews like a pro! Research the company, understand their values, and think about how your experience aligns with their goals. Practice common interview questions and be ready to showcase your strategic thinking and customer-first mindset.
✨Tip Number 3
Showcase your expertise! Bring along examples of your past work that demonstrate your skills in station operations and customer experience. Whether it’s a project you led or a problem you solved, having tangible evidence can really set you apart.
✨Tip Number 4
Don’t forget to apply through our website! We’re always looking for passionate individuals who want to shape the future of station operations. Keep an eye on our job listings and make sure your application stands out by highlighting your unique skills and experiences.
We think you need these skills to ace Station & Customer Operations Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Station & Customer Operations Manager role. Highlight your relevant experience in station operations and customer experience, showing us how you can contribute to our mission at Chiltern Railways.
Showcase Your Strategic Thinking:In your application, emphasise your ability to think strategically about station operations. We want to see examples of how you've influenced design or improved customer experiences in previous roles, so don’t hold back!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language to communicate your ideas and experiences. We appreciate a well-structured application that makes it easy for us to see your qualifications.
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 shows us you’re keen on joining our team!
How to prepare for a job interview at Chiltern Railways
✨Know Your Station Operations
Make sure you brush up on your knowledge of station operations and customer experience principles. Be ready to discuss how your past experiences align with the role's focus on strategic planning and operational readiness.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical thinking by discussing specific examples where you've used data to inform decisions. Highlight any experience with crowd modelling or demand forecasting, as this will be crucial for the role.
✨Communicate Clearly
Practice explaining complex operational concepts in simple terms. You’ll need to communicate effectively with both technical and non-technical stakeholders, so think about how you can convey your ideas clearly and confidently.
✨Engage with Design Principles
Familiarise yourself with inclusive design and customer experience improvements. Be prepared to discuss how you would influence station design and infrastructure projects to enhance passenger flow and overall customer satisfaction.
