Customer Experience Manager

4 weeks ago


Southampton, Southampton, United Kingdom FirstGroup Full time

About the Role:

The Customer Experience Manager will play a key role in driving customer satisfaction across the business. They will work closely with the Senior CX Manager to deliver improved customer experiences through our function teams. The successful candidate will be a customer-centric individual who can challenge internal decision-making and support key teams in driving their customer KPIs.

Main Responsibilities:

  • Proactively seek feedback and insight from the rest of the business to ensure customer needs are met.
  • Build and maintain relationships with key stakeholders, including Transport Focus and London Travel Watch.
  • Manage the SWR Customer Council, ensuring their needs are met and benefits are brought to SWR.
  • Hold BAU teams to account on their areas of the CX Plan/agreed KPIs/Service Standards.
  • Represent customer groups across the business, enhancing internal understanding to facilitate better decision-making.
  • Support the Senior CX Manager in creating a cultural shift in CX at SWR, supporting the CX Maturity Model.

About the Location:

South Western Railways HQ is based on the 4th Floor at South Bank Central, offering easy access to public transport and nearby attractions.

Working Pattern:

Working an average of 37 hours per week over 5 days, with standard office hours and some ad-hoc out-of-hours working related to projects.

The Reward:

In return, we offer a competitive salary and a variety of valuable benefits, including free duty and leisure travel on SWR services, 75% discount on other train operating companies, and a range of exclusive retail offers.



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