Customer Experience Manager

Found in: beBee jobs GB - 2 weeks ago

London, Greater London, United Kingdom FirstGroup Full time

Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England and the Isle of Wight.

Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.

SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.

About the job

Reporting to the Senior Customer Information Strategy Manager (SCISM), this role is responsible for planning and delivering improvement projects inthe Customer Information Strategy. The role is responsible for ensuring customer information projects achieve the desired outcomes, drive value for money,, and offer the maximum benefit to customers and colleagues. The role will share our customer insight with the rest of the business and take on-board collegue feedback on customer information and projects they are working on. The post holder will continually review, challenge, improve or change current processes to deliver efficient, robust improvements. The post holder will be required to have excellent project management skills to track and manage delivery of the Customer Information Strategy, reporting to the SCISM and the Customer Information Working Group.

Your main responsibilities will be:

  • Passionate about improving the customer experience, with a specific focus on delivering improvements to information during disruption.
  • Proactively seek feedback and insight from the rest of the business, for example by analysing customer research data, attending Incident Learning Reviews, and participating in other functions' forums including operational calls
  • Identify deficiencies / gaps in the experience related to information and work with the SCISM and internal / external stakeholders to refine the Customer Information Strategy, set objectives and improve the customer experience with information.
  • Work closely with key stakeholders and specialist teams to support the delivery of the Customer Information Strategy.
  • Coordinate the administration of the Customer Information Working Group alongside the SCISM, including collating updates from various stakeholders and teams, updating the Customer Information Strategy project plan, and recording minutes and actions.
  • Successfully deliver all projects and tasks set out in the Customer Information Strategy, as assigned by the Senior Customer Information Strategy Manager, according to key project milestones and SWR business objectives. Communicate progress against projects and tasks in line with appropriate governance structures, to the SCISM and key stakeholders.
  • Forge cross-functional relationships to influence the delivery and outcomes of any investment, recommended process change, or project delivery, ensuring that valuable insight and input is gathered for relevant projects.
  • Identifies improvement opportunities, suggests new initiatives or widens project scopes that drive forward SWR business objectives, reviewing issues and opportunities through all customer feedback channels to identify necessary improvements.
  • Identifies risks and opportunities to projects (including any anticipated resistance to change) and determines appropriate mitigation, ensuring that BAU performance levels are maintained throughout.
  • Provides expert support as required to other parts of the Customer Strategy function.
  • Identifies opportunities within their projects and shares and ascertains best practice with other functional project teams and across the CX directorate.
  • Works with front line teams to support change implementation.

You'll need:

  • Holder of either a project management qualification or project management experience in a relevant industry (desirable)
  • Relevant experience in the successful support of programmes or projects within the rail industry is desirable
  • Has a strong commercial focus and is financially astute.
  • Must have the ability to work independently or as part of a team and successfully adapt to changing priorities
  • Outstanding communication, presentation and influencing skills are a must, including the ability to effectively communicate proposals and strategies to senior leaders across the business

Working pattern

You will be working an average of 37 hours per week, typically business hours, Monday – Friday.

Some tasks may be assigned through line manager as and when required which will require flexibility to working standard pattern.

This position could be based from our office in Southampton.

Additional Information

Applicants who require a visa must have 6 months remaining at the time of their appointment. Training is full time and you must be able to commit to this.

We all belong at SWR. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

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