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Customer Experience Executive

3 months ago

London, United Kingdom Transport for London Full time

**Customer Experience Executive**
**042133**

**Organisation**
- Customer

**Job**
- Business Development

**Position Type**
- Full Time

**Job title** - Customer Experience Executive x 2
**Contract type** - Permanent
**Salary**:

- £32,000 - £40,000 (dependent of experience)
**Location**:

- Palestra / Hybrid

**Overview of project/role**
Do you want to make a difference to the lives of everyone who lives, works or visits London? If so, then we have two wonderful opportunities in the Customer Experience team here at Transport for London (TfL).

In a world of rising customer expectations and changing travel habits, it’s more important than ever that we put the customer at the heart of our business to achieve our ambitious goals and our vision of being a strong, green heartbeat for London.

The Customer Experience team use customer, stakeholder and operational insights to map, shape and define customer journeys across our network. We work in partnership with our internal and external stakeholders to translate these customer needs into programmes of work that will deliver tangible improvements across our complex and expansive network.

So, we are looking for someone who is: customer focused, analytical, creative, strategic, a first-class communicator who possesses excellent stakeholder management skills, and a natural influencer who can bring people together to deliver results.

The Customer Experience team sits within the wider Customer Insight, Strategy and Experience (CISE) team which reports to the Chief Customer Officer. There are two opportunities available - one in our Accessibility and Inclusion team, and one in our London Underground team. While your workload and projects will change depending on priorities, below are examples of the kind of work we need you to work on:

- Champion accessibility and inclusion throughout Transport for London by creating and delivering an internal communications plan
- Monitor, respond to, and identify actions from customer feedback and customer insight
- Coordinate and manage key meetings, and track progress of actions
- Be a strong voice for our customers - internally and externally
- Work on projects which range from; Ending Violence Against Women and Girls, to improving the safety of our network, to promoting our accessibility services to customers, to improving customer information and the overall service we provide.

For the Accessibility and Inclusion role, knowledge of accessibility and inclusion issues is desired but not essential - however demonstrable interest, a willingness to learn, passion, and a determination to help improve the accessibility and inclusivity of our transport network is crucial.

Both roles will also be required to work flexibly across the entire CISE team, depending on priorities. This means we need someone who can effectively manage their workload, has an agile mind and attitude, and has great collaboration skills. Working in this matrix way will allow you to get involved in a range of projects and network across a 50-strong team.

**Key Accountabilities**
- Be a trusted advisor to the team and wider business on customer needs - bringing knowledge / insight / strategic awareness of what our customers want, and flagging impacts on customers before decisions are taken
- Engage with key external stakeholders e.g., accessibility and inclusion stakeholder groups, service delivery companies and third-party operators to understand, influence and facilitate the delivery of key customer initiatives
- Design, own and drive key customer experience projects, working alongside the wider team and operational teams, including project management / delivering actions / managing stakeholders’ expectations / project evaluation and review.
- Work alongside Customer Experience colleagues from across the team, sharing and learning from best practice and implementing it consistently across our public transport network

**Skills**:

- Good collaboration, influencing and stakeholder management skills
- Strong project management skills
- Excellent written and oral communication skills, and the ability to adapt your communication style to different audiences
- Political awareness of wider impacts across an organisation and external to an organisation
- Ability to make evidence-based decisions and turn decisions into action

**Knowledge**:

- Understanding of customer strategy and how to translate it into actionable customer programmes
- Understanding of the basics of customer behaviour change and how to influence customers
- A good understanding of how to interpret customer trends and insight
- Demonstrable interest and / or understanding of accessibility and inclusion issues, best practice and relevant Government guidelines and legislation

**Experience**:

- Demonstrable experience of influencing to achieve best customer outcomes
- Experience of navigating a complex organisational landscape and balancing agendas to ensure the customer is kept top of mind