At a Glance
- Tasks: Lead the development of a customer satisfaction modelling framework for the rail industry.
- Company: Join DFTO, the public sector rail owning group transforming train operations.
- Benefits: Enjoy 25 days annual leave, a generous pension scheme, and hybrid working options.
- Other info: Collaborative environment with opportunities for professional growth and networking.
- Why this job: Shape the future of customer experience in the rail industry and make a real impact.
- Qualifications: Strong analytical skills and experience with complex data sets are essential.
The predicted salary is between 56338 - 62598 £ per year.
About DFT Operator
Join Our Team at DFTO. DFTO is the government's public sector rail owning group. Its purpose is to bring all currently privately-owned train operators into public ownership in advance of the creation of Great British Railways in 2027 - and deliver improvements in the here and now by unifying and integrating train operations under common public ownership. DFTO has over 30,000 employees, runs over 11,000 services a day and delivers over 930 million customer journeys across its networks every year. Major improvements are being delivered by DFTO train operators (TOCs) that are already under public ownership.
We work closely with the DfT but operate independently with our own governance and leadership teams. Our priority is ensuring efficient, dependable rail services for everyone.
Primary Purpose of Job:
This is a rare opportunity to establish a new analytical discipline at the heart of how the rail industry understands and improves customer experience. As Customer Experience Modelling Manager, you will develop and lead a modelling framework for rail customer satisfaction, using the Rail Customer Experience Survey and wider industry evidence to support forecasting, target setting and better decision-making. Your work will help DFTO and the wider industry understand how improvements to customer experience affect satisfaction over the short, medium and long term.
You will bring together survey data, existing modelling, research and operational evidence to create a robust, practical framework for industry use. You will also build and maintain an industry-level model capable of forecasting customer satisfaction and helping decision-makers focus investment and improvement activity where it will make the greatest difference.
Key Responsibilities:
- You will provide analytical leadership for customer satisfaction modelling, translating complex evidence into clear frameworks, forecasts and practical guidance that can be applied across the rail industry.
- The primary objective of the role is to develop a customer satisfaction framework, analogous to the Passenger Demand Forecasting Handbook, that supports consistent forecasting, target setting and decision-making.
- You will define how the framework should interact with existing demand and revenue forecasting approaches, including how changes in customer satisfaction may influence passenger behaviour and commercial outcomes.
- You will work with stakeholders across DFTO and the wider rail industry to define requirements, agree priorities and establish effective governance.
- You will collate and assess evidence from the Rail Customer Experience Survey, previous modelling work and wider research, identifying what drives changes in satisfaction and how those effects can be modelled credibly.
- You will also lead the procurement and client-side management of specialist modelling, research or analytical support where required, ensuring third-party work is delivered to the right quality, scope and timetable.
This is a highly collaborative role requiring strong analytical capability, sound judgement and the ability to explain complex concepts clearly. Success will depend on your ability to combine technical rigour with practical application, build confidence among stakeholders and turn evidence into tools that support better customer and commercial decisions.
What you’ll be responsible for:
- Establishing subject-matter expertise in existing customer satisfaction and demand modelling, including the Customer Impact Model, so future development is grounded in relevant evidence and learning.
- Engaging stakeholders across DFTO and the wider rail industry to define modelling requirements, agree priorities and establish effective programme governance.
- Developing a clear modelling framework for customer satisfaction that supports industry forecasting and target setting.
- Collating and documenting an evidence base drawing on the Rail Customer Experience Survey, previous modelling and wider industry research.
- Defining how customer satisfaction modelling should interact with the Passenger Demand Forecasting Handbook, including how satisfaction and revenue impacts are understood and linked.
- Collaborating with industry partners to gather, assess and synthesise empirical evidence on how customer experience changes influence satisfaction.
- Building and maintaining an industry-level model to forecast customer satisfaction across short-, medium- and long-term horizons.
- Designing and delivering appropriate assurance so that the framework and model are robust, credible and fit for industry use.
- Leading the procurement and client-side management of third-party modelling, research and analytical support where required.
- Producing clear guidance and outputs that enable industry colleagues to apply the framework, use central model outputs and develop local models confidently where needed.
- Translating complex analysis into clear insights and recommendations for technical and non-technical audiences.
- Supporting the adoption of consistent, evidence-based approaches to customer satisfaction forecasting and decision-making across the industry.
What we’re looking for:
Essential
- Strong analytical capability, including experience working with complex and diverse data sets and leading others in analytical work.
- Sound understanding of analytical best practice and the ability to apply it in practical business or policy contexts.
- Familiarity with statistical methods, research techniques and evidence-based decision-making.
- Advanced spreadsheet modelling skills and the ability to develop clear, robust and reusable analytical tools.
- Ability to translate complex analysis into clear insights, recommendations and outputs for non-technical audiences.
- Strong stakeholder engagement skills, including the ability to work collaboratively across organisational boundaries and influence senior stakeholders.
- A strategic and innovative mindset, with the ability to create a new analytical approach in an emerging area of practice.
- Strong communication skills and the ability to present technical concepts clearly and credibly.
- Ability to work independently, manage priorities and maintain analytical quality in a complex and changing environment.
Desirable
- Experience analysing survey data, particularly customer experience or satisfaction data.
- Working knowledge of the Passenger Demand Forecasting Handbook or related rail industry forecasting approaches.
- Experience working with rail industry data sets and evidence sources.
- Experience procuring, commissioning or clienting analytical projects delivered by third parties.
- Advanced understanding of statistical modelling approaches.
- Experience communicating analytical findings to senior, technical and non-technical stakeholders.
Vacancy Details:
- Duration: Fixed Term up to 31st October 2027 contract/secondment
- Location: We currently have offices in London Waterloo, Leeds, Birmingham
- Salary Range: £56,338 to £62,598
- Closing date: 23rd September 2026
DFTO Locations: DFTO currently have office locations in London, Birmingham and Leeds and individuals can be based from any of the three locations. Whilst we do offer hybrid working there are sometimes demands to travel to the other office locations.
DFTO Benefits:
- Annual Leave: Starting at 25 days and rising to an additional day per year of service completed within the first 5 completed years up to a maximum of 5 additional (30 days)
- DC Pension Scheme: 10% Employer contribution, 5% Employee contribution
- Opportunities to learn and network across the wider industry
Additional Information...
Disclaimer: Candidates applying for this position on a secondment basis must inform their line manager prior to submitting their application. This is to ensure transparency and facilitate any necessary discussions regarding workload and responsibilities.
About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from all backgrounds.
Customer Experience Modelling Manager employer: DfT Operator
DFTO is an exceptional employer, offering a unique opportunity to lead transformative change in Britain's railway system while enjoying a supportive and inclusive work culture. With competitive benefits such as a generous annual leave policy and a robust pension scheme, employees are encouraged to grow and develop their careers within a dynamic environment that values flexibility and collaboration across multiple locations including London, Birmingham, and Leeds.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Modelling Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DfT Operator. 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 DfT Operator 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 Modelling 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 DfT Operator:Your cover letter is your chance to shine! Tell us why you want to work at DfT Operator 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 DfT Operator!
How to prepare for a job interview at DfT Operator
✨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.
