Customer Experience Champion

2 months ago

London, Greater London, United Kingdom London North Eastern Railway (LNER) Full time

About LNER

We are London North Eastern Railway (LNER), a company dedicated to providing exceptional rail travel experiences. Our vision is to be the most beloved, progressive, and responsible way to travel for generations to come. We strive to deliver this vision every day through our commitment to innovation, customer satisfaction, and sustainable practices.

Why LNER?

At LNER, we go beyond expectations. Our team is passionate about creating a positive impact on our customers, colleagues, and the communities we serve. We embrace new ideas, experiences, and backgrounds, fostering a culture of continuous improvement and growth.

The Role: Customer Experience Engagement Manager

We are seeking a highly motivated and experienced Customer Experience Engagement Manager to join our team on a fixed-term basis. Reporting directly to the Head of On Train, you will play a pivotal role in driving a culture of continuous improvement across onboard and station functions.

Your Responsibilities:

  • Collaborate with stakeholders to implement continuous improvement initiatives and ensure successful program execution.
  • Identify challenges and barriers impacting the customer experience, influencing key decision-makers to drive positive change.
  • Champion a customer-centric approach by working closely with customer-facing teams, leading by example and fostering a culture of excellence.
  • Partner with the Employee Business Partner to actively listen to employee feedback and advocate for their needs, creating a positive and inclusive work environment.
  • Utilize data analysis skills to track key performance indicators (KPIs) and measure the effectiveness of initiatives.

Your Skills and Experience:

  • Proven experience in driving customer experience improvements within a service-oriented organization.
  • Strong analytical and problem-solving skills with a data-driven approach.
  • Excellent communication, interpersonal, and stakeholder management abilities.
  • Passion for creating positive customer experiences and fostering a culture of continuous improvement.

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