Customer Experience Strategy and Compliance Manager

What You’ll Be Doing:

As the CX Strategy and Compliance Manager you will;

Design and implement customer-centric strategies across catering, ticketless travel, and wider customer experience functions.
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 support regulatory reporting.
Provide governance and leadership on CX elements within the National Rail Contract and drive our annual business planning process.
Manage supplier relationships and contracts, including our uniform strategy, to ensure value and alignment with business goals.
Empower and lead a high-performing team, supporting their development and well-being.

What We’re Looking For:

Proven experience in customer experience strategy, compliance, or related fields.
Strong commercial acumen and understanding of contract management.
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.

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.

As we operate a blind screening process, please remove your name and personal details from your cv!

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