At a Glance
- Tasks: Lead the transformation of customer experience across the UK's largest rail networks.
- Company: Join GTR, a leader in rail travel innovation and customer service.
- Benefits: Make a real impact while enjoying competitive pay and career growth.
- Other info: Unique opportunity to drive meaningful change in a fast-paced environment.
- Why this job: Shape millions of journeys and champion accessibility in rail travel.
- Qualifications: Senior leadership experience in customer experience and strong stakeholder management skills.
The predicted salary is between 70000 - 90000 £ per year.
Lead the future of customer experience at GTR. We are seeking a forward-thinking and visionary Head of Customer Experience to lead the transformation of customer experience across the UK's largest and most complex rail networks. This is a high-impact leadership role where you will shape and deliver an industry-leading, inclusive customer journey, ensuring customer‑centric thinking is embedded across every aspect of our service, from planning to delivery. You will play a pivotal role in strengthening our reputation, enhancing service quality, and driving long‑term customer loyalty within a fast‑paced and highly regulated environment. This is a unique opportunity to shape how millions of customers experience rail travel, driving innovation, championing accessibility, and delivering meaningful, customer‑focused change at scale. Working closely with senior leaders and industry stakeholders, you will lead the development of customer insight‑led strategies, embed customer excellence standards, and influence innovation across the business. You will also play a key role in ensuring GTR delivers an accessible railway where everyone can travel confidently and independently.
What you'll be responsible for:
- Leading GTR's customer experience strategy and transformation roadmap
- Driving customer insight, journey mapping, and continuous improvement initiatives
- Championing accessibility, inclusion, and regulatory compliance
- Leading and developing a high-performing Customer Experience team
- Building strong partnerships with key stakeholders including DfT, ORR, and passenger groups
- Embedding a customer‑first culture across the organisation
What we're looking for:
- Proven senior leadership experience in customer experience, service delivery, or transformation
- Strong stakeholder management and influencing skills
- Experience within complex operational or regulated environments
- Passion for delivering inclusive, innovative, customer‑focused solutions
- Commercially minded with excellent strategic and analytical capability
This is a rare and exciting opportunity to make a visible impact on millions of customer journeys while shaping the future of rail travel at GTR. To apply please submit a cover letter outlining your experience for the position.
Head of Customer Experience in London employer: Govia Thameslink Railway
At GTR, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and inclusivity. As the Head of Customer Experience, you will have the unique opportunity to lead transformative initiatives that directly impact millions of customers, supported by a collaborative team and strong partnerships with key stakeholders. We are committed to your professional growth, providing ample opportunities for development in a fast-paced, regulated environment where your contributions will be valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Govia Thameslink Railway. 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 Govia Thameslink Railway 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 Head of Customer Experience in London
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 Govia Thameslink Railway:Your cover letter is your chance to shine! Tell us why you want to work at Govia Thameslink Railway 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 Govia Thameslink Railway!
How to prepare for a job interview at Govia Thameslink Railway
✨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.
