At a Glance
- Tasks: Lead accessibility and customer experience initiatives for the Welcome Points Roll-out Programme.
- Company: Join RDG, a leader in digital innovation within the rail industry.
- Benefits: Enjoy 75% off rail travel, 30 days annual leave, and private medical insurance.
- Other info: Exciting career development opportunities and visibility at senior levels.
- Why this job: Make a real impact on customer experience and accessibility in the rail sector.
- Qualifications: Proven leadership in accessibility strategy and strong stakeholder engagement skills.
The predicted salary is between 67422 - 67422 £ per year.
Closing date: 19 January 2026
Salary: Up to £67,422 per annum
RDG will also consider secondment applications from individuals working for other relevant organisations for this position.
Purpose of the Role
The Accessibility and Customer Experience Lead (SME) plays a pivotal role in shaping the vision and direction for accessibility and customer experience for the Welcome Points Roll‑out Programme, in line with the recently published Accessibility Roadmap. Working alongside the Product Lead, this role will be accountable for embedding accessibility and customer‑centricity throughout the product and service lifecycle. You will drive the design of the Welcome Points ensuring user needs and customer experience are aligned with strategic goals. You will also own the assessment of change readiness and development training approach, sharing your expertise across the rail industry, winning hearts and minds of those who will deliver this customer experience.
What can I expect to do in this job?
- Leadership & Advocacy
- Champion a customer‑first culture across the programme and a wide range of stakeholders
- Lead the development of accessibility / customer experience approach, ensuring alignment with industry Accessibility roadmap and programme goals
- Influence senior stakeholders and decision‑makers using data‑driven insights and compelling narratives
- Act as lead representative for accessibility and customer experience in governance forums, steering groups, with Train Operating Companies and station staff
- Customer Research & Insight
- Recommend an appropriate customer research and customer satisfaction evaluation approach and oversee its design and execution within diverse stakeholder groups
- Translate insights into strategic recommendations and product roadmaps
- Ensure research methodologies are robust, inclusive, and scalable
- Maintain oversight of business and solution requirements, ensuring they reflect evolving accessibility and customer needs
- Training, Communications & Readiness
- Lead the development and execution of comprehensive training and readiness strategies for Train Operating Companies (TOCs) staff
- Oversee the creation of high‑impact training materials and delivery plans, tailored to diverse audiences
- Ensure readiness assessments, go‑live planning, and post‑launch support are aligned with programme milestones
- Drive continuous improvement in training effectiveness and user adoption
- Stakeholder Engagement & Collaboration
- Build and maintain strong relationships with TOCs, suppliers, and internal teams to ensure alignment and collaboration
- Facilitate cross‑functional workshops, user groups, and engagement sessions to gather feedback and foster co‑creation
- Act as a trusted advisor to programme leadership on accessibility and customer experience matters
- Governance & Reporting
- Own the delivery of key artefacts including but not limited to customer research reports, business requirements, training materials, and go‑live communications
- Ensure documentation is maintained to a high standard and supports audit, compliance, and knowledge transfer
- Monitor and report on customer and staff experience KPIs and training outcomes to inform strategic decisions
Key Contacts
- Train Operating Companies
- Suppliers and Technology Partners
- Programme and Project Teams
- Internal Leadership and Governance Forums
Requirements Skills, Experience & Knowledge
- Proven leadership in accessibility and customer experience strategy across complex digital programmes
- Extensive experience in customer experience domain, service design, and stakeholder engagement
- Strong understanding of accessibility standards and inclusive design principles
- Demonstrated ability to influence senior stakeholders and drive change
- Expertise in training strategy, content development, and delivery
- Exceptional communication and presentation skills
- Experience in agile environments and cross‑functional / cross‑organisational collaboration
- Strong analytical and problem‑solving capabilities
Benefits
- 75% off rail travel for personal and family use, plus international rail discounts
- 30 Days annual leave (plus buy/sell options and additional leave for key life events)
- Season ticket loan for commuting costs
- Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave
- Pension scheme – up to 11.58% employer contribution
- Private medical insurance (Vitality PPP) including mental health and specialist care
- Discounted gym membership and access to wellbeing programmes
Career Development & Progression
You’ll be part of a team driving innovation at a national scale, with the opportunity to influence long‑term ticketing strategy. This role provides real ownership, the chance to work with leading‑edge technologies and partners, and visibility at senior levels across the rail industry. You’ll also gain wide exposure to transport and government stakeholders, opening up exciting development and progression opportunities within RDG.
If you are interested in joining RDG as an Accessibility and Customer Experience Lead/ SME and shaping the future of digital ticketing, we’d love to hear from you! Click Apply now to start your application and be part of a team that is leading digital innovation in the rail industry. Please note that we are unable to consider applications from candidates who require visa sponsorship to work in the UK.
Accessibility and Customer Experience Lead/ SME (12-month secondment) employer: Rail Delivery Group
At Rail Delivery Group, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture. As a strategic HR Partner, you will have the opportunity to lead impactful people initiatives within the dynamic rail industry, while benefiting from professional growth opportunities and a commitment to employee well-being. Located in the heart of the UK railway sector, our organisation offers a unique chance to shape the future of rail transport, making your work both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Accessibility and Customer Experience Lead/ SME (12-month secondment)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Rail Delivery Group. 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 Rail Delivery Group 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 Accessibility and Customer Experience Lead/ SME (12-month secondment)
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 Rail Delivery Group:Your cover letter is your chance to shine! Tell us why you want to work at Rail Delivery Group 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 Rail Delivery Group!
How to prepare for a job interview at Rail Delivery Group
✨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.
