Director of Rail and Passenger Experience in London

Transport Focus is the independent watchdog for transport users across Great Britain, using evidence, insight and research to influence decision-makers and secure better outcomes for passengers and road users.At a pivotal moment for the sector, rail reform is creating a once-in-a-generation opportunity to reshape how passenger needs are understood and reflected in decision-making. As Director of Rail and Passenger Experience, you will play a leading role in ensuring those voices remain at the heart of the future railway.Reporting to the Chief Executive and sitting on the Senior Leadership Team, you will provide strategic leadership for Transport Focus’ rail and passenger agenda while contributing to the wider direction and development of the organisation. A visible spokesperson and representative, you will build influential relationships across government, regulators, operators and industry partners, operating with authority and credibility to ensure that passenger perspectives are understood, valued and reflected in decisions that affect millions of rail users every day.We are seeking an exceptional leader who can translate customer insight, evidence and research into clear priorities and tangible improvements. While a genuine interest in rail reform is essential, we are equally keen to hear from individuals beyond the transport sector who can bring fresh perspectives, transferable leadership experience and a clear commitment to improving outcomes for customers and service users.Regardless of sector background, you will combine outstanding stakeholder engagement and system leadership skills with a proven ability to influence across complex environments and systems, building trust, navigating competing priorities and bringing diverse interests together in pursuit of positive change. Intellectually curious and externally focused, you will be alert to emerging policy, regulatory and operational developments, anticipating their implications and ensuring Transport Focus remains informed, relevant and influential. Above all, you will bring the judgement, resilience and personal credibility to contribute to the strategic leadership of the organisation, operate confidently in a high-profile and often scrutinised environment, inspire high performance and build confidence with stakeholders at every level.This is a rare opportunity to help shape the future of Transport Focus and ensure the passenger voice continues to influence the decisions that matter most across Britain's rail network. If this sounds like the opportunity for you, we look forward to hearing from you.For an informal discussion about the role, please contact: Duncan Ewart duncan.ewart@gatenbysanderson.com or Stephanie Wilson, stephanie.wilson@gatenbysanderson.comClosing Date: Friday 4 December 2026 @ 12pm (noon)To view the job description and person specification, please scroll to the bottom of the page, tick to agree to the privacy policy, then click 'Continue to full details'.LocationLondon/Manchester (office-based minimum of two days per week)SectorRegulation & Professional StandardsClientTransport FocusJob TypePermanentSalary/RemunerationTo 101,900 plus benefits including access to the Civil Service Pension SchemeReferenceGSe137918Closing DateFriday 4 December 2026 @ 12pm (noon)