Chief Customer Experience & Service Strategy

Southeastern Railway

Greater London

On-site

GBP 120,000 - 180,000

Full time

6 days ago

Be an early applicant

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Benefits offered by this job

Final salary pension

25 days annual leave

Free rail travel

Job summary

Southeastern Railway is seeking a Customer Experience Director to lead the customer strategy and operational delivery from our head office in London Bridge. You will shape the customer journey across stations, information services, and disruption management, influencing every touchpoint of travel for millions of customers.

You will interact with executives and frontline teams, balancing customer, operational and commercial priorities while maintaining safety standards.

Qualifications

Dare to Lead: inspiring leadership to drive change and results.
Customer obsessed: build strategies that earn advocacy and trust.
Strategic thinker: assess impact of decisions on business and people.
Extensive Operations Experience: lead large multi-site teams.
Drive performance: balance customer, ops and commercial priorities while keeping safety.

Responsibilities

Lead customer strategy and operational delivery for the network.
Shape customer experience from stations to frontline service and information.
Engage with customers, frontline colleagues, stakeholders and partners.
Represent the function at executive and board level to define the future of the business.