Description
A leading London-based UK Train Operating Company (TOC) has retained our services to recruit a Customer Experience Director to lead their customer function.
This role will oversee the delivery of exceptional customer outcomes through excellence in service and performance. Responsibilities include integrating frontline teams across stations, revenue protection, and security while collaborating with the operations team to support drivers locally. As a key business leader, this individual will drive engagement with stakeholders, staff, customers, local communities, and industry partners to achieve outstanding results.
Our client is seeking an experienced customer experience professional with a strong background in frontline customer service and strategic customer experience management. Prior rail sector experience is not essential. Previous experience in a unionised environment would be beneficial.
Key Responsibilites
* Create and deliver an effective customer experience strategy
* Empower and develop management teams to create a culture of excellence in delivery to their customer
* Build positive working relationships with trade unions to deliver business objectives.
* Responsible for the application of safety and operational standards throughout the Customer Experience Directorate to meet specific safety plans and targets
* Provide delivery of productivity improvements for customer experience teams within the business, ensuring quality and consistency
* Plan and deliver sufficient resources to deliver a service to their customers and ensure effective operation of their timetable
* Lead the delivery of performance targets, including stakeholder management and co-ordination of plans
* Ensure that information for customers is of the highest standards and drive real-time information through disruption
* Use customer insight to deliver the customer service objectives for the concession, ensuring targets and KPIS are met
* Manage the BTP contract to minimise crime on the network through effective stakeholder management
* Use analytics in the deployment of frontline teams to provide in-house security services
Key Skills & Experience
* Strong strategic and customer focus with experience of managing operational customer service teams
* Experience of dealing with external bodies, preferably in a regulated environment.
* Track record in delivering high performance and continuous improvement
* Experience in driving and delivering cost-saving and efficiency
* Experience of leading, delivering and working with trade unions
* Relationship management at a senior strategic level
* Coaches and develops teams
* Ability to inspire and motivate teams at all levels
* Effective negotiator
* Able to collaborate and provide constructive challenge to deliver results
* Excellent communication skills, written and verbal
* Ability to interpret and analyse data finding solutions to complex problems
* Work under pressure and deliver targets and KPIs
* Deliver results through performance management
* Excellent stakeholder and supplier management skills.