Customer Experience Transformation Facilitator

2 weeks ago

Ashford, Kent, United Kingdom Southeastern Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Programme 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 the best ever customer experience and encourage cultural transformation in a new chapter for Southeastern.

Key Responsibilities
  • Create a lively and safe environment, leading and coaching colleagues to participate in experiential behavioural development
  • Act as a role model to the learners in a way that constantly displays the company's Ways of Working and take 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 Southeastern's customer experience transformation goals
  • Problem solve in the moment by responding to challenges and using your experience and positive mindset to encourage change
  • Ensure that all courses are delivered in adherence to the training plan, and 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 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
About Us

We're one of Britain's busiest train operators, serving London, Kent and parts of East Sussex. We run over 1, trains a day, carrying more than, passengers and serving stations. However, working on our railway is more than getting passengers from A to B. It's about all the little moments that make a difference to their journey. It's also about making our railway a great place to work. With a team that represents the communities we serve. This is a journey we're fully committed to and we're proud to have been named a 'Great Place to Work' at the National Rail Awards and endorsed as a WORK Employer for Women.

What We Offer
  • A final salary pension
  • 25 days annual leave allowance (plus bank holidays)
  • Free rail travel across our networks

Making our railway a great place to work is at the heart of everything we do. We're committed to creating a workplace that's inclusive, diverse and full of opportunities for everyone. If you're passionate about delivering exceptional customer experiences and making a real difference to people's lives, we'd love to hear from you.

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