Customer Experience Strategy and Compliance Manager

East Midlands Trains; Derby; On-site; GBP 40,000 - 60,000; Full time

Job summary

East Midlands Trains seeks a Customer Experience Strategy & Compliance Manager in Derby to lead key initiatives shaping customer experiences. This role emphasizes designing customer strategies based on insights, driving compliance across services, and empowering a high-performing team while enhancing customer satisfaction.

Benefits

Defined benefit Pension scheme

Free standard leisure travel on the EMR network

Friends and Family discounted tickets

75% discount on national leisure travel

Up to 32 days annual leave per year

Qualifications

• Proven experience in customer experience strategy, compliance, or related fields.
• Knowledge of railway operations and regulatory frameworks is desirable.
• Strong commercial acumen is required.

Responsibilities

• Design and implement customer-centric strategies across catering and ticketless travel.
• Lead strategic CX projects improving customer journey and satisfaction.
• Manage supplier relationships and contracts.

Skills

Customer experience strategy

Compliance

Stakeholder management

Leadership

Commercial acumen

Job description

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Customer Experience Strategy and Compliance Manager, Derby

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Client:

East Midlands Trains

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

fb88631bc6e2

Job Views:

2

Posted:

29.06.2025

Expiry Date:

13.08.2025

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Job Description:

We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and our Customer Experience team make a crucial contribution to this.

Nine times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.

Are you passionate about delivering exceptional customer experiences and driving strategic change in a dynamic, fast-paced environment?

We have a very rare and exciting opportunity to join East Midlands Railway as a Customer Experience Strategy & Compliance Manager, where you'll lead key initiatives that shape the future of our customer experience – while ensuring we meet the highest standards of compliance and performance.

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.

At EMR, we’re more than just trains – we’re a people-focused business that puts the customer at the heart of everything we do. You’ll work in a supportive and inclusive environment, with real opportunities to make a difference and shape the future of rail travel in the East Midlands.

As well as a competitive salary, we’ll also offer you:

• Defined benefit Pension scheme
• Free standard leisure travel on the EMR network and Train Operating Companies under Transport UK & LNER
• Friends and Family discounted tickets on the EMR network
• 75% discount on national leisure travel (inc partner and dependants)
• Up to 32 days annual per year
• …and many more!

If you’re ready to take your next step in a strategic leadership role that blends innovation, compliance, and customer focus – we’d love to hear from you!

At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities.

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