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Customer Experience Transformation Facilitator

2 months ago

Islington, Greater London, United Kingdom SE Trains Ltd Full time
About the Role

We are seeking a highly skilled 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
  • Deliver facilitated workshops to our customer-facing staff across the organisation, creating a lively and safe environment that encourages behavioural development and cultural transformation.
  • Act as a role model, consistently displaying our company's Ways of Working and taking responsibility for the direction and guidance of learners attending the Customer Experience programme.
  • Ensure colleagues meet the programme's learning outcomes, leave energised, and are confident in working towards our customer experience transformation goals.
  • Problem-solve in the moment, responding to challenges and using your experience and positive mindset to encourage change.
  • Support the Project Manager in administration, reporting, and design aspects of the programme to meet the project's goals.
Requirements
  • Experience in delivering new visions and ideas that bring about culture change, creating buzz and excitement.
  • A background of coaching others on self-development or behavioural change with a positive approach, particularly when presenting a brand new outside-the-box vision.
  • Experience of delivering talks or learning material through storytelling with measurable impact on the audience, especially those who may be resistant to change, influencing them to ensure buy-in.
  • 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, communicate clearly, and facilitate behavioural learning and development.
  • Previous experience of impacting behavioural change in customer experience teams with a customer-centric mindset.
  • Experienced in partnering with stakeholders at all levels to deliver projects.
What We Offer
  • A final salary pension.
  • 25 days annual leave allowance (plus bank holidays).
  • Free rail travel across our networks.
About Us

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 railway is more than just getting passengers from A to B - it's about all the little moments that make a difference to their journey. We're committed to making our railway a great place to work, with a team that represents the communities we serve.