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Customer Experience Transformation Facilitator
2 months ago
We are seeking a highly motivated and experienced Customer Experience Transformation Facilitator to join our Training Team on a Fixed Term Contract basis. As a key member of our team, you will play a crucial role in delivering impactful and energetic training to inspire our people to deliver exceptional customer experiences.
Key Responsibilities- Design and deliver engaging training programs to promote cultural transformation and customer-centric mindset
- Lead facilitated workshops to motivate and empower colleagues to deliver exceptional customer experiences
- Act as a role model to learners, demonstrating our company's values and ways of working
- Ensure colleagues meet learning outcomes and are confident in working towards our customer experience transformation goals
- Problem-solve in the moment to respond to challenges and encourage change
- Support the Project Manager in administration, reporting, and design aspects of the program
- Experience in delivering new visions and ideas that bring about culture change and create buzz and excitement
- Background in coaching others on self-development or behavioral change with a positive approach
- Experience of delivering talks or learning material through storytelling with measurable impact on audience
- Experience of developing/supporting others to improve or make changes through empowerment and personal responsibility
- Experience of presenting ideas and theories confidently and purposefully to engage colleagues in group settings
- Previous experience of impacting behavioral change in customer experience teams with a customer-centric mindset
- Experienced in partnering with stakeholders at all levels to deliver projects
- A competitive salary and benefits package
- A final salary pension scheme
- 25 days annual leave allowance (plus bank holidays)
- Free rail travel across our networks
We are SE Trains Ltd, one of Britain's busiest train operators, serving London, Kent, and parts of East Sussex. We run over 1,700 trains a day, carrying more than 500,000 passengers and serving 180 stations. Our goal is to make our railway a great place to work, with a team that represents the communities we serve.
