GTR is recruiting for a Customer Excellence Director position based at Monument Place, London

As the strategic lead for Customer Excellence, you will shape and own the end‑to‑end customer experience strategy across all GTR touchpoints (stations, trains, digital channels, and our contact centre). You will champion the voice of the customer, ensuring investments, service design, and operational decisions drive higher satisfaction, improved quality, and reduced subsidy. Using data, insights, and industry KPIs, you will lead continuous improvement programmes, deliver clear customer information strategies, oversee customer care standards, and embed a truly customer‑centric culture across the organisation.

You will also lead key areas including property and asset management, accessibility, and performance reporting, ensuring safety, value for money, and inclusivity remain at the heart of our services. As a collaborative and influential leader, you will inspire cross‑functional teams, manage senior stakeholders, and serve as the organisation's advocate for the customer—driving consistency, accountability, innovation, and commercial impact. Financial oversight, regulatory alignment, and strong partnership working across all directorates will be critical to your success.

The Customer Excellence Director will also lead and empower the Customer Excellence teams, including facilities, to enable the delivery of a consistently high-quality customer service. The role reports to the Chief Customer Officer (Executive Committee) and works closely with executive directors, directors, and their direct reports in designated business areas.  He/she is an active participant at key business meetings chaired by executive directors and is a key contributor to the Revenue Committee. 

Key Success Criteria

• Proven senior‑level experience shaping customer strategy in transport, hospitality, or another customer‑centric sector.
• Experienced in leading large teams, driving change, and delivering impactful business transformation.
• Strong track record in shaping and delivering customer‑experience strategies that boost satisfaction and revenue.
• Experience in UK rail or wider B2C transport (desirable), with an understanding of commercial and regulatory environments.
• Excellent stakeholder and partnership management skills, including working with government bodies, industry partners, retailers, and suppliers.
• Strong understanding of the UK rail landscape, regulatory frameworks, passenger needs, and market trends.
• Awareness of data, technology, and innovation that enhance customer experience and drive service improvement.
• Able to design long‑term customer‑centric strategies and standards that elevate service quality and maximise revenue.
• Inspiring, collaborative leader committed to developing others and championing diversity, equity, inclusion, and accessibility.

To apply please submit a cover letter & CV detailing your interest in this role.