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Customer Experience Design & Standards Lead (2872)

  • Salary:
    £58,000 - £60,000 dependent on experience
  • Location:
    Monument Place
  • Contract Type:
    Permanent
  • Closing Date:
    30 April 2025

Customer Experience Design & Standards Lead

Purpose of role:

To own the GTR end-to-end customer journey design, leading the data and insight-led ongoing evolution of the customer journey map and the key customer standards which are essential to GTR's delivery of consistently excellent and continuously improving customer experience. Bringing an innovative and future-scanning approach to challenge current thinking and design excellence into every customer journey. The scope of the role extends to influencing and shaping industry-wide future standards for customers travelling across UK rail.

Responsible for creating, implementing, and maintaining high-quality customer experience standards across all touchpoints and channels through close working with cross-functional teams to ensure that customer experiences are seamless, efficient, and aligned with our brand values and minimum standards (including contractual, such as the Service Quality Regime) as may be set by the Department for Transport (DfT) or other industry groups e.g., Great British Railway.

 

Key accountabilities:

  • Develop and deliver customer standards and an underpinning QMS which enables a consistently excellent customer experience.
  • Oversee and maintain a QMS across all its key components, including. Quality Policy & Objectives, Process Control, Document Control, Performance Monitoring & Evaluation, Corrective & Preventative Actions, Internal Assessment and Training & Competence. Working with key partners across the business to define and take timely remedial of continuous improvement action.
  • Across the end-to-end customer journey, utilise all available data and insights to provide a forward-looking, horizon-scanning, cross-industry view to GTR on customer experience opportunities. 

 

Full JD attached


 

Benefits

Pension

Pension

Staff Travel

Staff Travel

Childcare Vouchers

Childcare Vouchers

Extra Holidays

Extra Holidays

Discount Scheme

Discount Scheme

Long Service Awards

Long Service Awards

Employee Assistance Programme

Employee Assistance Programme

The Transport Benevolent Fund

The Transport Benevolent Fund

In-House Occupational Health Department

In-House Occupational Health Department

Cycle to Work Scheme

Cycle to Work Scheme

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