Customer Experience Engagement Manager

London North Eastern Railway (LNER); London; On-site; GBP 45,000 - 60,000; Full time

Job summary

London North Eastern Railway (LNER) seeks a Customer Experience Engagement Manager to enhance customer service and team development. This role emphasizes continuous improvement and support for both the customer and employee experiences, fostering an inclusive culture. Join LNER to make a meaningful impact on rail travel while enjoying substantial benefits including travel discounts and comprehensive training opportunities.

Benefits

Free travel on LNER + 75% off other companies' tickets

Discounted international train tickets

50% discount on tickets for friends & family

Annual cycle to work schemes

Discount, savings and cashback scheme

Health & wellbeing schemes

Training opportunities

Rewards & awards recognition

Qualifications

• Ability to build effective relationships with stakeholders.
• Proven track record with coaching and cultural change.
• Excellent numerate and analytical skills.

Responsibilities

• Drive a culture of continuous improvement in customer experience.
• Collaborate closely with CX management to implement change initiatives.
• Actively champion employee experience.

Skills

Relationship Building

Coaching

Flexibility

Analytical Skills

Understanding of Data

KPI Delivery

Equality and Diversity Awareness

Teamwork

LNER Values Role Modeling

Tools

Microsoft Office

Job description

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Customer Experience Engagement Manager, London

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Client:

London North Eastern Railway (LNER)

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

7c8202481cfe

Job Views:

19

Posted:

22.06.2025

Expiry Date:

06.08.2025

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Job Description:

Are you passionate about people and customer experience and looking for an exciting opportunity?

We are looking for a Customer Experience Engagement Manager to join our Customer Experience team on a fixed term basis for 12 months.

Why LNER?

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

What you'll be doing

As the Customer Experience Engagement Manager, you'll be reporting directly to the Head of On Train. You'll be passionate about our people, customer experience, continual improvement and the development of our teams as you will be a significant figure in driving a culture of continuous improvement across the onboard and station functions. Working closely with the CX management team you will ensure that change initiatives and change programmes land effectively for our people. You will Identify challenges and barriers which impact on the customer experience and influence stakeholders for maximum effect, to enable our people to deliver the best experience.

Collaborating with the Employee Business Partner, you will be pivotal in demonstrating that we are actively listening to voice of our people and actively championing the employee experience.

As a highly visible andmotivational leader, you will work closely with our customer facing teams, being customer focused and leading by example across the route, supporting a 7 day a week business.

What you'll need.

As a Customer Experience Engagement Manager, you'll need the following competencies and skills:

• Ability to build effective relationships with stakeholders to support the delivery of continuous improvements.
• Proven track record with coaching individuals and teams and the ability to bring about cultural change
• Flexible and resilient to change and business pressures with the ability to work in a high volume, fast paced environment with changing priorities
• Excellent Microsoft Office Skills, as well as being numerate and analytical.
• The ability to understand data and write reports.
• Experience with delivering against KPIs and business plan measures.
• In depth knowledge of equality and diversity issues as they relate to access and inclusion.
• The ability to work alone or as part of a team
• Able to role model the LNER values and behaviours.

What you'll get:

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Annual cycle to work schemes
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

What we believe:

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?

As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!