Customer Experience Engagement Lead

1 week ago


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

London North Eastern Railway (LNER) is seeking a highly skilled Customer Experience Engagement Manager to join our team on a fixed term basis for 12 months. This role will be pivotal in driving a culture of continuous improvement across the onboard and station functions, ensuring that change initiatives and change programmes land effectively for our people.

The ideal candidate will have demonstrable management experience, excellent communication skills, and the ability to build effective relationships with stakeholders to support the delivery of continuous improvements. They will also possess a proven track record with coaching individuals and teams, and the ability to bring about cultural change.

As a Customer Experience Engagement Manager, you will work closely with our customer facing teams, being customer focused and leading by example across the route, supporting a 7 day a week business. You will be responsible for identifying challenges and barriers which impact on the customer experience and influencing stakeholders for maximum effect, to enable our people to deliver the best experience.

We estimate the salary for this role to be between £40,000 - £60,000 per annum, depending on experience. The benefits package includes free travel on LNER + 75% off other companies' tickets (for you & dependents), discounted international train tickets (after one year's service), and many more perks.

In addition to the salary, you will have access to a generous pension scheme, annual cycle to work schemes, discount, savings and cashback scheme from top retailers, health & wellbeing schemes and discounts, and host of training opportunities to help further your career. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you.

LNR is passionate about creating a diverse and inclusive workforce, representative of the communities we serve. We believe in developing our people to be the best they can be at work, providing them with the tools and resources to navigate their development and career journey.



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