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: Competitive salary, leadership opportunities, and a chance to shape customer journeys.
- Other info: Exciting opportunity to influence the future of rail travel.
- Why this job: Make a real impact on millions of customers while driving innovation and accessibility.
- Qualifications: Proven leadership 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: Job Search Place Limited
At GTR, we pride ourselves on being an exceptional employer that values innovation and inclusivity in the heart of the UK's rail network. Our collaborative work culture fosters professional growth and empowers employees to lead transformative customer experiences that impact millions. With a commitment to accessibility and continuous improvement, we offer unique opportunities for career advancement while ensuring our team members are at the forefront of shaping the future of rail travel.
