Customer Lead

**BUSINESS FUNCTION**: Strategic Development
**SALARY**:Circa £60,000 per annum / ML2:SB1
**ROLE TYPE**:Hybrid
**HOURS**:37 per week
**LOCATION**:Manchester

**Customer Lead - North West Industry Programmes**

When major infrastructure upgrades roll out across the North West, your role is to make sure our customers stay front and centre. As part of our team at Northern, you’d lead the customer handling and experience across multi-agency industry programmes, championing the needs of rail users during planned disruptions, station developments and timetable changes.

You’ll represent Northern and our customers in key programme meetings, making sure every decision - from service plans to signage - is shaped around real passenger needs. Whether it’s designing station layouts, managing customer welfare and sure customer can keep moving during major works, or safeguarding our reputation when the long-term timetable takes a hit, you’ll be the voice of the customer every step of the way.

**What you’ll be doing**
- Leading Northern’s customer experience & handling response across North West Industry Programmes, representing us at every level - from working groups to executive boards.
- Designing and delivering joined-up customer handling plans for planned disruptions, aligned to the industry customer promises.
- Working with Network Rail and other operators to shape customer handling plans and alternative transport in a way that puts customer experience first.
- Acting as Northern’s lead voice in station planning forums, making sure customer-focused design is built in from the start.
- Helping resolve the tricky balance between delivering works efficiently and protecting our customer offering.
- Leading post-event reviews to capture learnings and improve future planning.
- Coordinating our contribution to wider industry best practice, sharing what works and learning from others.

**About you**

Strategic, collaborative and naturally customer-focused - you’ll bring a strong understanding of how transport networks operate and how passengers experience them. You’ll need:

- Experience in the transport sector, ideally with knowledge of operational planning, stations, and customer service.
- A confident, credible presence with senior stakeholders and external partners.
- Experience of planning for major disruption and delivering customer-focused solutions.
- A solid grasp of the regulations and processes that shape major transport infrastructure programmes.
- An instinct for turning challenges into better outcomes for customers.
- A degree or equivalent experience, plus project management credentials (APM or PRINCE2).

**What’s in it for you?**

At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:

- **Free Travel**: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.
- **Generous Pension Scheme**: We top up your contributions by 1.5 times.
- **Enhanced Family Benefits**: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.
- **Electric Car Scheme**: Lease a brand new electric or plugin hybrid car.
- **Cycle to Work Scheme**: Save up to 42% on a bike and spread the cost.
- **Exclusive Discounts**: From shopping to wellbeing, Northern Perks has you covered.
- **Holiday Purchase Scheme**: Buy up to 5 extra days of annual leave.
- **Employee Assistance Programme**: 24/7 support for family, lifestyle, and more.
- **Training and Career Development**: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.
- **Recognition**:We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

**Why Northern?**

We’re more than just a train operator. We’re the heartbeat of the North - connecting communities, creating opportunities, and driving sustainable growth. With 2,500 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment.

Back in 1825, the first passenger train set off in the North of England, after which rail quickly spread across the globe - and this year, we’re celebrating 200 years of the modern railway. As we look back on the historic events that led us here, we also look towards the future as we move into the era of Great British Rail. Join us at this pivotal moment in rail history and play your part in our journey.

**A place for everyone**

The best journeys happen when everyone feels welcome on board.

At Northern, we don’t just move people from A to B - we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you ne