Customer Experience Project Lead – 13‑Month FTC

KeolisAmey Docklands; Greater London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Free travel on TfL network for you and

75% discount on National Rail Season-T

Job summary

KeolisAmey Docklands is seeking a Customer Experience Manager on a 13-month fixed-term basis to lead customer correspondence management, improvement projects and initiatives within our customer experience strategy. You’ll be responsible for steering projects from concept to delivery and ensuring customer insight remains central to decision-making.

You will work across the organisation and with external partners, including TfL, to identify opportunities, develop solutions and deliver sustainable

Qualifications

• Strong understanding of customer service and customer experience principles.
• Ability to use customer insight, feedback and data to influence decisions.
• Excellent stakeholder engagement and relationship-building skills.
• Strong communication skills and adaptability to different audiences.

Responsibilities

• Lead end-to-end design and delivery of customer experience projects and improvements.
• Manage the TfL correspondence process and ensure service level commitments are met.
• Coordinate with internal teams and TfL Customer Contact Operations on insights.
• ChampionThinking Like a Customer programme and embed customer-focused behaviours.
• Develop project scopes, plans and business cases aligned with objectives.
• Build strong relationships with stakeholders across the organisation.

Skills

Customer experience

Stakeholder engagement

Project management

Data-driven decisions

Communication skills

Cross-functional collaboration

Job description

KeolisAmey Docklands is seeking a Customer Experience Manager on a 13-month fixed-term basis to lead customer correspondence management, improvement projects and initiatives within our customer experience strategy. You’ll be responsible for steering projects from concept to delivery and ensuring customer insight remains central to decision-making.

You will work across the organisation and with external partners, including TfL, to identify opportunities, develop solutions and deliver sustainable