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 on millions of journeys while shaping the future of rail.
- Other info: Exciting opportunity for career growth and to influence industry standards.
- Why this job: Drive meaningful change and champion accessibility in a fast-paced environment.
- Qualifications: Proven leadership in customer experience and strong stakeholder management skills.
The predicted salary is between 60000 - 80000 £ 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 (3560) employer: GTR
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. With a commitment to employee growth and development, GTR provides a platform for you to excel in your career while championing accessibility and enhancing service quality across the UK's largest rail networks.
