Accessibility and Customer Experience Lead/ SME (12-month secondment)
Rail Delivery Group
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Benefits offered by this job
Job summary
Qualifications
- Proven leadership in accessibility and customer experience strategy across complex digital programmes.
- Extensive experience in customer experience domain and stakeholder engagement.
- Strong understanding of accessibility standards and inclusive design principles.
Responsibilities
- Champion a customer-first culture across the programme.
- Lead the development of accessibility and customer experience approaches.
- Oversee the creation of training materials for Train Operating Companies.
Skills
Job description
Closing date: 19 January 2026
Salary: Up to £67,422 per annum
RDG will also consider secondment applications from individuals working for other relevant organisations for this position.
The Accessibility and Customer Experience Lead (SME) plays a pivotal role in shaping the vision and direction for accessibility and customer experience for the Welcome Points Roll‑out Programme, in line with the recently published Accessibility Roadmap. Working alongside the Product Lead, this role will be accountable for embedding accessibility and customer‑centricity throughout the product and service lifecycle. You will drive the design of the Welcome Points ensuring user needs and customer experience are aligned with strategic goals. You will also own the assessment of change readiness and development training approach, sharing your expertise across the rail industry, winning hearts and minds of those who will deliver this customer experience.
- Champion a customer‑first culture across the programme and a wide range of stakeholders
- Lead the development of accessibility / customer experience approach, ensuring alignment with industry Accessibility roadmap and programme goals
- Influence senior stakeholders and decision‑makers using data‑driven insights and compelling narratives
- Act as lead representative for accessibility and customer experience in governance forums, steering groups, with Train Operating Companies and station staff
- Recommend an appropriate customer research and customer satisfaction evaluation approach and oversee its design and execution within diverse stakeholder groups
- Translate insights into strategic recommendations and product roadmaps
- Ensure research methodologies are robust, inclusive, and scalable
- Maintain oversight of business and solution requirements, ensuring they reflect evolving accessibility and customer needs
- Lead the development and execution of comprehensive training and readiness strategies for Train Operating Companies (TOCs) staff
- Oversee the creation of high‑impact training materials and delivery plans, tailored to diverse audiences
- Ensure readiness assessments, go‑live planning, and post‑launch support are aligned with programme milestones
- Drive continuous improvement in training effectiveness and user adoption
- Build and maintain strong relationships with TOCs, suppliers, and internal teams to ensure alignment and collaboration
- Facilitate cross‑functional workshops, user groups, and engagement sessions to gather feedback and foster co‑creation
- Act as a trusted advisor to programme leadership on accessibility and customer experience matters
- Own the delivery of key artefacts including but not limited to customer research reports, business requirements, training materials, and go‑live communications
- Ensure documentation is maintained to a high standard and supports audit, compliance, and knowledge transfer
- Monitor and report on customer and staff experience KPIs and training outcomes to inform strategic decisions
- Train Operating Companies
- Suppliers and Technology Partners
- Programme and Project Teams
- Internal Leadership and Governance Forums
- Proven leadership in accessibility and customer experience strategy across complex digital programmes
- Extensive experience in customer experience domain, service design, and stakeholder engagement
- Strong understanding of accessibility standards and inclusive design principles
- Demonstrated ability to influence senior stakeholders and drive change
- Expertise in training strategy, content development, and delivery
- Exceptional communication and presentation skills
- Experience in agile environments and cross‑functional / cross‑organisational collaboration
- Strong analytical and problem‑solving capabilities
- 75% off rail travel for personal and family use, plus international rail discounts
- 30 Days annual leave (plus buy/sell options and additional leave for key life events)
- Season ticket loan for commuting costs
- Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave
- Pension scheme – up to 11.58% employer contribution
- Private medical insurance (Vitality PPP) including mental health and specialist care
- Discounted gym membership and access to wellbeing programmes
You’ll be part of a team driving innovation at a national scale, with the opportunity to influence long‑term ticketing strategy. This role provides real ownership, the chance to work with leading‑edge technologies and partners, and visibility at senior levels across the rail industry. You’ll also gain wide exposure to transport and government stakeholders, opening up exciting development and progression opportunities within RDG.
If you are interested in joining RDG as an Accessibility and Customer Experience Lead/ SME and shaping the future of digital ticketing, we’d love to hear from you! Click Apply now to start your application and be part of a team that is leading digital innovation in the rail industry.
Please note that we are unable to consider applications from candidates who require visa sponsorship to work in the UK.
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