Customer Experience Transformation Facilitator
3 days ago
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.
- 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.
- A final salary pension.
- 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 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.
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Islington, Greater London, United Kingdom SE Trains Ltd Full timeAbout the RoleWe 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...
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Islington, Greater London, United Kingdom SE Trains Ltd Full timeAbout the RoleWe 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...
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