Head of Digital Experience Strategy

**Head of Digital Experience Strategy**

**London or York**

**Competitive**

**Fixed-Term**

This role is based in London or York (with travel required to each weekly, and around the route as required). This opportunity is a 12-month fixed term contract to cover maternity leave.

This Head of Digital Experience Strategy role will lead and own the overarching LNER digital customer and employee digital experience proposition, strategy and design principles. The role will ensure that all LNER digital developments are delivering solutions for prioritised problem points for customers and staff and that new initiatives are being measured against key KPIs.

You will lead a team that will comprise of user experience design, Innovation Research & Development, and digital culture and engagement across the LNER business. The Head of Digital Experience Strategy will be a lead agent for transformational digital change across the business ensuring initiatives are developed to create excellent experiences and are embraced by customers and the workforce.

The vision is to build out a suite of digital products with Customer Experience a key differentiator and to be seen as such by our competitors, shareholders and the market.

What else would you be doing as Head of Digital Experience Strategy?
- Be responsible for all aspects of end user experience across the LNER Digital Product suite.
- Ensure that all LNER digital developments are delivering solutions for prioritised problem points for customers and employees and that new initiatives are being measured against key KPIs.
- The lead agent for transformational digital change across the business ensuring initiatives are developed to create excellent experiences and are embraced by the workforce.
- The role will steer all aspects of how we design, communicate, service and deliver products to our customers and people working with all appropriate divisions within LNER.
- The scope of the role includes all aspects of the user experience (internal and external) and the teams that go into defining it - specifically design and customer research, working closely with product, customer experience and marketing teams.
- Ensuring our users (customers and people) are engaged from the outset in digital experience design
- A key aspect of the role is establishing appropriate frameworks and driving a consistent user and customer experience wherever we engage our customers/people.
- To act as a spokesperson for LNER on Customer Digital Experience Standards bodies and relevant marketing and sales related activities.

What skills do I need to have?

Of course, with this being such a specialist role, there are a few ‘must haves' we are looking for in the successful applicant. We are looking for someone with strong, demonstrable experience working in a Digital leadership role, spearheading customer engagement and experience. Additionally..
- Experience managing and directing a Digital Experience function
- Excellent communication skills with the ability to communicate complex concepts clearly, interactively and persuasively to exec and board level stakeholders
- People Management experience
- Strong negotiation and supplier management skills
- Budgetary management experience in CAPEX & OPEX
- Convincing presentation skills, both verbally and visually
- Demonstrable expertise in: Customer Experience, User Experience/Interaction, Design Standards, Customer research and Brand alignment
- Ability to represent LNER at a senior level and develop relationships with key industry personnel

What We Offer

We're very picky about who works for LNER. So when you wear the LNER lanyard, you have to be at the top of your game. Our customers expect the very best service and we expect you to deliver it.

In return, you'll receive a competitive salary and a generous benefits package. This includes:

- Free travel on LNER trains for you and your dependants
- 75% off other Train operating companies (again for you and your dependants)
- Discounted international travel after 1 years' service
- 50% discount for friends and family
- Generous pension scheme
- Various schemes and offers in our Reward Zone
- Generous pension scheme

What happens next?

If you are successful, you'll be invited along to an interview or to take part in one of our assessment centres. These can include interview, group exercise, role play, or more tests (we have lots of industry standard tests that help us keep everyone safe). During these sessions, we'll get to know more about you and you can also make sure we are right for you - it's a two-way process

**Job Types**: Full-time, Fixed term contract

Schedule:

- Day shift

Work Location: One location