Customer Standards and Proposition Lead

**Customer Standards and Proposition Lead**

We're TransPennine Express and we're going places. Whether that's helping customers reach their destination, or ensuring our colleagues feel fulfilled and supported in their careers. We're looking for people with drive and enthusiasm to join our amazing team and help push for more progress within the rail industry. We look forward to meeting new faces and eager minds, ready to join our mission of creating a better-connected network in the North and Scotland, for good.

We have a fantastic opportunity for a proactive and dynamic individual to join the Customer Experience team as Customer Standards and Proposition Lead, this is a unique opportunity to join the team and really help take customer experience at TPE to the next level.

**Here's What You'll Be Doing?**

You'll be setting, monitoring, and enhancing the customer experience standards across the customer journey map and ensure that customer propositions deliver excellent customer outcomes.

You'll get stuck into our insights, understanding what customers are telling us and drive improvements through collaboration across TPE and service delivery partners. Horizon scanning the industry and outside the industry, looking to what others are doing to remain on top of our game.

Championing the voice of the customer and implementing transformational change through high profile and visible leadership.

Promoting our purpose, Vision and Values and collaborating with a can-do attitude, always seeking opportunities to delight the customer.

**Who We're After?**

**Positive, outgoing and personable** - you'll be working with a range of different people across the business, from directors to frontline colleagues, along with other key stakeholders, so you need to be emotionally intelligent and adaptable in your communication style. The role is not for shrinking violets

**Proactive** - you're a self-starter and naturally think about opportunities to continuously improve, challenge and introduce new ideas and initiatives. We'll be keen to hear about examples where you've introduced improvements to enhance the customer experience within your current role.

**Self-starter** - you'll be curious, inquisitive and tenacious enough to get on with things, you won't wait around to be told what to do but will also ask for help when needed.

**Customer focused** - you understand and are empathetic to customer needs and expectations, and you'll be comfortable getting out there, mucking in and helping customers during times of disruption, setting a great example as a leader in the Customer Experience team. You'll have a relentless passion for improving the customer experience with a strong sense of pride for delivering an industry leading end to end customer experience.

**Organised - **to deliver an industry leading end to end customer experience, organisation will be key - keeping on top of insights, benchmarking and managing the end to end customer journey standards.

**Digitally savvy** - we'd be particularly interested to hear from you if you have a nous for technology / digital, or have an interest in this area, and understand digital touchpoints and their impact on customer experience.

**Analytical - **You'll be required to prepare a high standard of reports and be comfortable with analysing data.

The main location for the role is flexible across our network, there will be a requirement as part of this role for Customer Experience On Call duties.

**What we offer?**
- Excellent career prospects.
- A personal development plan.
- Fully funded structured training and development*.
- Competitive salary paid on 4 weekly basis.
- Generous annual leave entitlement.
- Free TransPennine Express rail travel for you and your dependents*.
- Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 years' service* for you and your dependents*.
- Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week to help you with any finance, family, health, or wellbeing issues you have. We make sure there's someone on-hand to offer guidance, advice, and useful information for our people when they are experiencing hardship at work or at home.
- Option to join the Railway Pension Scheme with significant employer contributions.
- Family friendly maternity and paternity benefits.
- Plus, high street and lifestyle discounts as well as a cycle to work scheme*.
- Terms and conditions apply.

**Goings places has never felt better**

At TransPennine Express, it's our goal to help people reach their full potential. We offer the opportunity to not just join the transformation of the rail industry, but to lead it. Our values are designed with every team member in mind; whether it's ensuring you feel free to be yourself at work, or encouraging everyone to pull together and support each other. We promise to value our people for the individuals they are. Whichever departmen