Head of Customer Experience (3560)
- Salary:Competitive along with great benefits
- Location:Monument Place
- Contract Type:Permanent
- Closing Date:23 June 2026
|
Position Title |
Head of Customer Experience |
|
Location |
Monument Place |
|
Reports to Position Title |
Customer Excellence Director |
|
Grade |
MG1 |
Lead the future of customer experience at GTR.
We are seeking a forward-thinking and visionary Head of Customer Experience to lead the transformation of customer experience across the UK's largest and most complex rail networks.
This is a high-impact leadership role where you will shape and deliver an industry-leading, inclusive customer journey, ensuring customer-centric thinking is embedded across every aspect of our service, from planning to delivery. You will play a pivotal role in strengthening our reputation, enhancing service quality, and driving long-term customer loyalty within a fast-paced and highly regulated environment. This is a unique opportunity to shape how millions of customers experience rail travel, driving innovation, championing accessibility, and delivering meaningful, customer-focused change at scale.
Working closely with senior leaders and industry stakeholders, you will lead the development of customer insight-led strategies, embed customer excellence standards, and influence innovation across the business. You will also play a key role in ensuring GTR delivers an accessible railway where everyone can travel confidently and independently.
What you'll be responsible for:
- Leading GTR's customer experience strategy and transformation roadmap
- Driving customer insight, journey mapping, and continuous improvement initiatives
- Championing accessibility, inclusion, and regulatory compliance
- Leading and developing a high-performing Customer Experience team
- Building strong partnerships with key stakeholders including DfT, ORR, and passenger groups
- Embedding a customer-first culture across the organisation
What we're looking for:
- Proven senior leadership experience in customer experience, service delivery, or transformation
- Strong stakeholder management and influencing skills
- Experience within complex operational or regulated environments
- Passion for delivering inclusive, innovative, customer-focused solutions
- Commercially minded with excellent strategic and analytical capability
This is a rare and exciting opportunity to make a visible impact on millions of customer journeys while shaping the future of rail travel at GTR.
To apply please submit a cover letter outlining your experience for the position.
Benefits
Pension
Staff Travel
Childcare Vouchers
Extra Holidays
Discount Scheme
Long Service Awards
Employee Assistance Programme
The Transport Benevolent Fund
In-House Occupational Health Department
Cycle to Work Scheme
Testimonials
What our staff say
“I work as part of the Fleet Infrastructure team, which means ensuring our 18 Engineering locations operate safely and efficiently. We oversee all building and track maintenance works as well as various minor and major projects across the network.”
Hannah Richards
Fleet Infrastructure Administrator
“I started in a small ticket office back in 1996 and have continued to work my way up ever since. A previous manager told me about a job he’d seen advertised for a trainer. ’d never considered a job in HR or mentoring before then, but he said I’d be perfect for it and I haven’t looked back since!”
Zoey Hudson
Head of Talent, Diversity and Inclusion
“Since April, I’ve helped to support our Kickstart Scheme. It’s been a really rewarding process to be part of because I know first-hand how tough it can be to find work once you’re out of it.”
Jack Gow
Mobile Station Manager
“I love the freedom that comes with being a train driver. Obviously, there are rules and regulations to follow as well as duties and commitments to carry out, but in a way, you’re sort of your own boss, which is nice.”
Ashley John
Train Driver
“I’m a Thameslink passenger host and team leader based at Luton station and I’m currently doing a Level 3 Supervisor apprenticeship so that I can improve my skills even further. I was hesitant to do the apprenticeship at first because of my age – I left school over 60 years ago without any qualifications! It’s been hard to get back into the routine of learning again.”
Bob Bryce
Passenger Host Team Leader
“It was my brother’s suggestion to join the railway. He was already working in the industry and knew I had some university bills to pay off so told me to give it a go, get out of debt and see what I wanted to do next. After a while, it just felt like actually – this is exactly where I’m meant to be. I’m part of a great team and the on-board department as a whole are brilliant to work with. I feel at home here.”
Tonderai Matizha-Johnson
Area Operations Manager
“When I saw that GTR was advertising places for its apprenticeship scheme I looked into it straight away because I thought it was a great opportunity to learn whilst getting real life experience in a 9-5 job. I applied for a level three business administration apprenticeship and was thrilled to find out I had a place on the course! I was so excited that I didn’t even mind it was based 250 miles away from where I lived.”
Harriet Dee
Team Administrator
“Working for GTR is very rewarding and fulfilling. You really feel like you're making a difference to customers, no matter what role you're in as at the end of the day they're the heart of our business. I’ve had lots of opportunities to explore other aspects of the business including supporting our station staff and gaining my Train Dispatch Licence which has been enriching for my experience here.”
Maggie Luckhurst
Platform / Train Dispatch
“If you’ve always had an interest in rail, or maybe you’re just curious to find out what working in the railway might look like, GTR is the operator to go for. Not many companies do an official work experience program and this unique opportunity will give you a good grounding with varied activities to help you find the best place in the railway for you. It certainly did it for me.”
Nathaniel Owen
Station Manager