Customer Marketing & Behaviour Change Manager

Salary: Circa £51,500 depending on skills, knowledge, and experience

Band: 3

Position type: 6-month FTC (fixed term contract) with the possibility of extension or permanency.

Location: Palestra (Southwark – London) / Agency offices in Fitzrovia or London Bridge / Hybrid working.

Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements.

Overview of project/role:

Our vision at Transport for London (TfL) is to be a strong, green heartbeat for London and the purpose that galvanises us every day is to move London forward safely, inclusively and sustainably. Our people are key to achieving our vision and purpose and delivering for London on a daily basis and there couldn’t be a more exciting time to join us. In the Customer Marketing and Behaviour Change team, we’re proud of delivering marketing campaigns and behaviour change community programmes that reach millions of adults and children and really make a difference. Our work helps to drive revenue for the business so we can continue to reinvest in a better transport network for all, as well as demonstrating how TfL cares by highlighting some of the great transport projects and initiatives that help to drive London forward for everyone.

It’ll be your job to lead on innovative and effective customer campaigns and behaviour change programmes working with world-class creative and media agencies. Together we have the ambition to deliver best in class work and you’ll be a vital part of the team. You will also bring together and lead specialists from across the business (e.g., press office, stakeholder engagement, digital, CRM teams, customer research and insight teams) to deliver truly integrated campaigns and programmes in line with TfL’s vision and values and the Mayor’s Transport Strategy. Once clear, quantified outcomes and budgets are agreed, you will be empowered and fully accountable for the outcomes, cost management, channel selection, strategic and message alignment across all channels, creative execution and delivery for the campaigns and behaviour change programmes that you lead.

Key Accountabilities:

• Leading the planning and delivery of a range of customer campaigns and behaviour change programmes, ensuring alignment with the 3-year pan TfL customer communications strategy.
• Leading integration of the wider team for the agreed projects, helping to ensure TfL's customers - including businesses, schools and colleges and visitors - see us as an integrated, joined up organisation.
• Leading the day-to-day management and delivery of integrated communications campaigns and behaviour change programmes, generating ideas and ensuring all channel owners have a chance to contribute to the plan, understand the final strategy and how to translate it into deliverables for their channels.
• Ensuring the technical accuracy, compliance with TfL and Mayor of London brand guidelines and legal compliance of all outputs, seeking advice from colleagues in TfL Legal, the operational business and external suppliers when needed and then helping other channel leads to understand and action the advice.
• Lead the process for capturing and feeding back project outcomes, successes, and key learnings, proactively sharing across the portfolio and wider teams to assist continuous improvement and team development.
• Management of project and campaign budgets of circa £50K-£2m, allocating budget across all customer communications channels and behaviour change interventions to meet the agreed outcomes cost effectively and efficiently.

Skills, Knowledge & Experience:

Skills:

• Good business and organisational skills, including numeracy for budget management (Essential).
• Excellent written and oral communications skills (Essential).
• Able to generate enthusiasm across the integrated team and with our partner teams at our creative and media agencies (Essential).
• Able to turn strategies and plans into action to ensure successful delivery of customer and user campaigns and programmes (Essential).
• Ability to commission work through and management of external suppliers (Essential).

Knowledge:

• Strong knowledge of customer and user communications and behaviour change strategy and the role that both can play, alongside other levers, in delivering behaviour change, reputation management and driving revenue (Essential).
• Strong knowledge of all core marketing communications channels: above and below the line (including TV, radio, press and posters), CRM, face to face, direct mail, online, digital and social media (Essential).
• Knowledge of other channels of engagement including PR/news, stakeholder engagement and how to engage with our people (Essential).
• A working knowledge of research and evaluation techniques to develop and evaluate effectiveness (Highly desirable).
• Appropriate academic credentials or relevant professional experience (Highly desirable).
• Understanding of the Mayor's Transport strategy, TfL priorities, TfL Customer Strategy and the strategic issues and needs of London (economic and population growth, congestion, need to increase use of sustainable modes, safety and personal security and housing).

Experience:

• Good experience of planning and leading the delivery of outcomes focused customer communications campaigns to deliver a variety of objectives - including behaviour change, reputation management and generating revenue and sales (Essential).
• Good experience of working with external 3rd parties, particularly across creative and media agency and behaviour change sectors (Essential).
• Good experience of both leading and working in teams, primarily within an integrated organisation where people working in the team have shared objectives but are line managed elsewhere (Highly desirable).

Equality, diversity, and inclusion:

We are committed to equality, diversity, and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process:

The closing date for applications is Sunday 9th August 2026 @ 23:59. We may close this advert early if we receive a high volume of suitable applications. Interviews will be held w/c 31st August 2026. All offers of employment are subject to satisfactory right‑to‑work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.

Vetting Process:

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application but we’ll always treat you with transparency, respect and clear communication throughout.

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow.
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel