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- Tasks: Lead the development of customer experience for East West Rail, shaping intuitive and accessible services.
- Company: Join East West Railway Company, a key player in transforming transport connections across vibrant communities.
- Benefits: Enjoy competitive salary, generous leave, pension contributions, and advanced learning opportunities.
- Other info: Be part of a diverse team committed to building an inclusive railway for all.
- Why this job: Make a real impact on customer journeys and enhance travel experiences across the UK.
- Qualifications: Degree in relevant field and experience in customer operations or service design.
The predicted salary is between 50000 - 60000 £ per year.
East West Rail is a nationally significant railway project which aims to deliver much-needed transport connections for the vibrant communities between Oxford, Milton Keynes, Bedford and Cambridge. Together these communities contribute around £111 billion to the national economy each year. However, the lack of good East-West transport connections makes it harder for residents to make the most of everything the region has to offer. East West Railway Company was created by the Department for Transport (DfT) to oversee the delivery of East West Rail from construction through to wheels in motion.
Role Summary
This role will lead the development and delivery of customer experience for EWR, helping to shape a railway that is intuitive, accessible and aligned to customer needs from the outset. The Customer Experience Lead will translate strategic intent into practical outcomes - defining service standards, seamless journey touch-points, and ensuring customer considerations are embedded into operational delivery, station environments and rolling stock.
Key Responsibilities
- Support the development and ongoing refinement of the EWR customer experience strategy.
- Define and embed clear, measurable customer-service standards across the end-to-end journey.
- Ensure standards are practical, deliverable and aligned with operational performance.
- Use industry insight and benchmarking to inform continuous improvement.
- Map customer journeys and identify key touch-points across stations, onboard experience and disruption scenarios.
- Identify areas of friction and lead initiatives to improve clarity, accessibility and ease of use.
- Work with internal and external stakeholders to ensure environments are intuitive and support a positive customer experience.
- Develop and maintain a strong working relationship with the Great British Railways Customer team.
- Champion a consistent approach to customer experience across the programme.
- Contribute to station design and development, ensuring customer needs are considered early and consistently throughout delivery.
- Provide input into rolling stock requirements, particularly around onboard facilities, accessibility and passenger information.
- Act as a point of co-ordination across teams where customer experience spans multiple areas.
- Gather and interpret customer insight to inform improvements and priorities.
Qualifications
- Degree or equivalent experience in a relevant discipline such as Transport Management, Business Management, Service Design, Customer Experience, or Operations Management.
- Experience in customer operations or service design within a complex railway environment.
- Experience of working across teams and stakeholders to deliver outcomes.
- Ability to translate strategy into practical, deliverable actions.
- Understanding of the interaction between operations, infrastructure and customer experience.
- Strong communication and influencing skills.
- Ability to use data and insight to inform decision-making.
- Rail or transport operations qualifications, such as Institution of Railway Operators (IRO) modules or membership.
- Project or programme management certification such as PRINCE2, APM PFQ/PMQ, or Agile.
Benefits
- Competitive salary that reflects your skills and experience.
- Up to 12% employer pension contribution to support your future.
- 36 days annual leave (including bank holidays) plus the option to buy up to 2 extra days.
- 2 volunteering days, a chance for you to give back to the community.
- Enhanced family-friendly policies to support you and your loved ones.
- Life assurance (4x your annual salary) for peace of mind.
- Employee Assistance Programme for confidential support when you need it.
- Access to Perkbox for a wide range of discounts and well-being benefits.
- Recognition programme, including on-the-spot and annual awards.
- Advanced learning and development opportunities to help you grow.
Diversity and Inclusion
At East West Railway Company, we’re committed to building an inclusive railway for all. We believe that to do that, we must nurture a diverse team that represents the UK communities that we impact. Our approach is simple - to create an environment where everyone is welcome and able to be themselves. We celebrate diversity and are proud to be an equal opportunity employer. We encourage applications from all backgrounds and experiences.
Customer Experience Lead in Milton Keynes employer: East West Railway Company
Contact Detail:
East West Railway Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Lead in Milton Keynes
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand what makes East West Rail tick and be ready to discuss how your experience aligns with their mission to enhance customer experience across the railway.
✨Tip Number 3
Showcase your skills through real-life examples. When you're in an interview, use specific situations where you've improved customer experiences or streamlined processes. This will help us see how you can make a difference at East West Rail.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the East West Railway team.
We think you need these skills to ace Customer Experience Lead in Milton Keynes
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Lead role. Highlight your relevant experience in customer operations or service design, and show how it aligns with our mission at East West Railway.
Showcase Your Skills: Don’t just list your qualifications; demonstrate how your skills in communication, data analysis, and stakeholder management can contribute to enhancing customer experience. We want to see how you can make a real impact!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to convey your ideas and experiences, making it easy for us to see why you’re the perfect fit for the role.
Apply Through Our Website: We encourage you 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!
How to prepare for a job interview at East West Railway Company
✨Know the Project Inside Out
Before your interview, make sure you understand the East West Rail project thoroughly. Familiarise yourself with its goals, the communities it serves, and the impact it aims to have on transport connections. This knowledge will help you demonstrate your genuine interest in the role and how you can contribute to its success.
✨Showcase Your Customer-Centric Mindset
As a Customer Experience Lead, it's crucial to highlight your experience in customer operations or service design. Prepare examples of how you've improved customer journeys in previous roles, focusing on measurable outcomes. This will show that you can translate strategic intent into practical actions that enhance customer satisfaction.
✨Prepare for Stakeholder Collaboration
Given the multi-partner environment of East West Rail, be ready to discuss your experience working with various stakeholders. Think of specific instances where you successfully collaborated across teams to achieve a common goal. This will illustrate your ability to foster strong relationships and ensure alignment on customer experience standards.
✨Use Data to Drive Decisions
In your interview, emphasise your ability to use data and insights to inform decision-making. Be prepared to discuss how you've gathered and interpreted customer feedback in the past to drive improvements. This will demonstrate your analytical skills and commitment to continuous improvement in customer experience.