At a Glance
- Tasks: Lead the Customer Experience strategy and ensure excellence in service delivery.
- Company: Join a forward-thinking transport organisation dedicated to community engagement.
- Benefits: Competitive salary, leadership development, and opportunities for impactful community work.
- Other info: Be part of a mission-driven team focused on inclusivity and continuous improvement.
- Why this job: Shape customer experiences and drive meaningful change in a dynamic environment.
- Qualifications: Degree-level qualification and experience in leading diverse teams.
The predicted salary is between 59400 - 72600 £ per year.
The Role
We are seeking an exceptional Head of Customer Experience (General Manager) to lead the end-to-end delivery of our Customer Experience strategy across the Elizabeth line.
This is a senior leadership role with responsibility for shaping how customers experience our service every day — from information and accessibility to community engagement and service transformation.
You will lead a large, multidisciplinary team and play a pivotal role in delivering our mission of “excellence every time.”
What you will do
- Lead the development and delivery of the Customer Experience Plan, Annual Community Engagement Plan, and Accessibility Plan, ensuring alignment with concession obligations and strategic objectives.
- Act as the senior champion for customers across the organisation, embedding customer needs and lived experience into service design and operational decision‑making.
- Provide strategic leadership across customer experience, customer information, accessibility and inclusion, customer insight, community engagement, publicity, rail replacement, and the Step‑In Programme.
- Drive performance against customer‑facing contractual regimes and KPIs, including CSS, QPR, TUAG, accessibility targets, station ambience, and stakeholder engagement measures.
- Oversee major transformation and improvement programmes such as the Customer Dashboard, Voice of the Customer, Customer Information Transformation, Step‑In Programme, Try a Train, Aira app, and Access Advisory Panel.
- Establish and lead strong customer‑centric governance, ensuring effective reporting, escalation, and data‑led decision‑making.
- Build and sustain a high‑performing, inclusive leadership culture through coaching, development, and role modelling GTS values.
- Work collaboratively with operational and corporate teams to ensure seamless customer outcomes, particularly during disruption and service recovery.
- Deputise for the Customer Experience Director when required and represent GTS at senior internal and external forums.
- Participate in the senior on‑call rota and step in during disruption to support customer‑facing colleagues and customers across the network.
- Act as a senior ambassador for community engagement and social value, ensuring GTS remains responsive to the communities it serves.
What you will bring
- A degree‑level qualification (or equivalent experience), ideally in business, transport, public policy, or a related field; postgraduate qualification desirable.
- Proven experience leading large, multi‑disciplinary teams and delivering complex strategic programmes in a regulated environment.
- Strong understanding of customer experience performance frameworks, including customer satisfaction and community engagement regimes.
- Demonstrated ability to design and implement customer‑centric strategies, governance models, and continuous improvement programmes.
- High data literacy, with experience using customer insight, dashboards, and performance analytics to drive decision‑making.
- Excellent stakeholder management skills, with the ability to influence at senior levels internally and externally.
- Knowledge of transport operations, public service delivery, accessibility, and social value frameworks.
- A collaborative, inclusive leadership style with outstanding communication skills.
- Resilience, adaptability, and the confidence to lead through change and ambiguity.
- A strong personal commitment to safety, environmental responsibility, inclusivity, and continuous improvement.
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General Manager - Customer Experience in London employer: The Go-Ahead Group
Go-Ahead Group is an excellent employer, offering a dynamic work environment that prioritises community connection and sustainable travel. With a strong focus on employee growth and development, our London and Newcastle offices foster a collaborative culture where innovative talent acquisition strategies are embraced. Join us to make a meaningful impact while enjoying competitive benefits and a commitment to inclusivity in the workplace.
StudySmarter Expert Advice🤫
We think this is how you could land General Manager - Customer Experience in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Go-Ahead 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 The Go-Ahead 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 General Manager - 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 The Go-Ahead Group:Your cover letter is your chance to shine! Tell us why you want to work at The Go-Ahead 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 The Go-Ahead Group!
How to prepare for a job interview at The Go-Ahead 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.
