Customer Experience Strategy and Compliance Manager

What You’ll Be Doing:

As the CX Strategy and Compliance Manager you will:

Deputising for the Head of Customer Experience as part of the Business succession plan, taking a senior leadership role in strategic discussions, negotiations and stakeholder engagement – we’re looking for someone exceptional to step up and provide consistent strength in the team.
Design and implement customer-centric strategies across catering, ticketless travel, and wider customer experience functions
Manage a variety of contracts and third-party suppliers – including uniforms, catering and customer experience systems – ensuring strong commercial performance, contractual understanding and compliance, and alignment with business goals
Use customer insights and market trends to make data-led decisions that boost satisfaction, advocacy, and loyalty
Lead strategic CX projects, enhancing the customer journey and improving our Net Promoter Score
Oversee the Performance Based Fee Scorecard, attend key stakeholder meetings, and lead negotiations and support regulatory reporting
Provide governance and leadership on customer experience elements within the National Rail Contract, including leading the annual business planning process
Empower and lead a high-performing team, supporting their development, well-being and future talent pipeline
Provide strong influencing skills to take the wider Customer Experience Directorate and Business on the journey to success
Support the navigation for CX through our exciting 810 fleet implementation, and transition into Nationalisation.

This is a role that blends strategic thinking with contractual compliance and operational delivery. You’ll be expected to take ownership of key customer initiatives, while also being ready to respond to evolving priorities and regulatory requirements. Managing contracts will be a central element – not just administratively, but as a proactive partner ensuring supplier relationships deliver value, quality and continuous improvement.

What We’re Looking For:

Proven experience in customer experience strategy, compliance, or related fields
Significant experience in managing multiple contracts and supplier relationships
Strong commercial acumen and ability to navigate contractual and regulatory requirements
Ability to write articulate, award winning submissions
Skilled in using customer insights to inform strategic decisions
Excellent stakeholder management and communication skills
A confident leader and team developer with a proactive, solutions-focused approach
Knowledge of railway operations and regulatory frameworks is desirable but not essential.

You’ll need to be comfortable operating at a senior level and trusted to deputise as needed. This means bringing credibility, sound judgement and the ability to represent the wider Customer Experience function with confidence. Strong interpersonal skills and the ability to form collaborative partnerships across diverse teams and stakeholders will help you succeed.

As we operate a blind screening process, please remove your name and personal details from your CV (this includes, name, age, location, gender, DOB etc).

We welcome applicants from diverse backgrounds, we promote equal opportunities for all.

Railway Executives is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age. We’ll treat your application fairly and assess you for the job based on merit and skills.

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