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For Companies At a Glance
- Tasks: Lead customer experience strategy and governance for a top railway network.
- Company: Join East Midlands Railway, a leader in rail transportation.
- Benefits: Full-time role with opportunities for influence and impact.
- Why this job: Shape the future of customer experience in a dynamic environment.
- Qualifications: Experience in customer strategy and excellent communication skills.
- Other info: Opportunity for career growth and to drive digital innovation.
The predicted salary is between 48000 - 72000 £ per year.
East Midlands Railway are hiring a Customer Experience Strategy & Governance Manager to support the Customer Experience Director in delivering a safe, reliable and industry-leading customer experience across our network.
What you'll be doing:
- Owning and driving the Customer Experience Directorate Strategy, with clear plans, KPIs and governed reporting
- Leading and coordinating cross-functional strategic programmes and workstreams
- Designing and maintaining effective governance frameworks, aligned to EMR PMO standards
- Creating real-time performance dashboards to enable data-led decision making
- Managing key senior stakeholders across EMR, DfT and contractual partners
- Producing high-quality board papers, briefings and regulatory submissions
- Supporting annual business planning, budgeting and prioritisation
- Championing continuous improvement, digital innovation and sustainability
If you thrive on delivering strategically, establishing and implementing data-led governance throughout a complex and fast-paced environment, reporting directly to the CX Director, then this could be your opportunity to make a real difference.
About you:
- Strong experience in customer strategy, governance or compliance, ideally in a regulated environment
- Excellent communication, influencing and stakeholder management skills
- High attention to detail and the ability to produce executive-level outputs
- Confidence using data, dashboards and insight to drive performance
- Experience supporting senior leaders and executive teams
- Continuous improvement or project management qualifications (Lean, Six Sigma, APM) are desirable but not essential.
Why join us?
This is a fantastic opportunity to play a central, strategic role in shaping how customer experience is planned, governed and delivered at East Midlands Railway — with real visibility, influence and impact.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Industries: Rail Transportation
Customer Experience Strategy and Governance Manager employer: East Midlands Railway
Contact Detail:
East Midlands Railway Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Strategy and Governance Manager
✨Tip Number 1
Network like a pro! Reach out to current employees at East Midlands Railway on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Experience Strategy & Governance Manager role.
✨Tip Number 2
Prepare for the interview by understanding EMR's customer experience strategy. Dive into their recent projects and think about how your skills can enhance their governance frameworks. Show them you mean business!
✨Tip Number 3
Practice your storytelling! Be ready to share specific examples of how you've driven customer strategy or managed stakeholders in the past. This will help you stand out as a candidate who can deliver results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Experience Strategy and Governance Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer strategy and governance. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since this role involves managing key stakeholders, it’s crucial to demonstrate your excellent communication abilities. Use clear and concise language in your application to reflect how you can influence and engage with others effectively.
Highlight Your Data Savvy: We’re looking for someone who can use data to drive performance. Be sure to mention any experience you have with creating dashboards or using data insights in your previous roles. This will show us that you can make data-led decisions!
Apply Through Our Website: To ensure your application gets the attention it deserves, make sure to apply directly through our website. It’s the best way for us to receive your details and keep track of your application!
How to prepare for a job interview at East Midlands Railway
✨Know Your Customer Experience Strategy
Make sure you understand the key elements of customer experience strategy and governance. Familiarise yourself with East Midlands Railway's current initiatives and think about how your experience aligns with their goals. This will help you demonstrate your knowledge and passion during the interview.
✨Prepare for Stakeholder Management Questions
Expect questions about managing senior stakeholders and cross-functional teams. Prepare specific examples from your past experiences where you've successfully influenced decision-making or navigated complex relationships. This will showcase your communication and influencing skills.
✨Showcase Your Data Skills
Since the role involves creating performance dashboards and using data for decision-making, be ready to discuss your experience with data analysis tools and techniques. Bring examples of how you've used data to drive performance improvements in previous roles.
✨Emphasise Continuous Improvement Mindset
Highlight your commitment to continuous improvement and innovation. Discuss any relevant qualifications like Lean or Six Sigma, and share examples of how you've implemented process improvements in a regulated environment. This will show that you're proactive and aligned with their focus on sustainability and digital innovation.
