Head of Customer Experience (3560)

GTR; Greater London; Hybrid; GBP 80,000 - 110,000; Full time

Job summary

GTR is searching for a Head of Customer Experience to lead the transformation of customer experience across the UK's largest and most complex rail networks. This high-impact role involves shaping an inclusive customer journey, enhancing service quality, and driving long-term customer loyalty.

You will work closely with senior leaders, develop customer insight-led strategies, and ensure an accessible railway for all. This unique opportunity is ideal for someone with proven leadership skills and a passion for customer-focused solutions.

Qualifications

• Proven senior leadership experience in customer experience, service delivery, or transformation.
• Strong stakeholder management and influencing skills.
• Experience within complex operational or regulated environments.

Responsibilities

• Leading GTR's customer experience strategy and transformation roadmap.
• Driving customer insight, journey mapping, and continuous improvement initiatives.
• Championing accessibility, inclusion, and regulatory compliance.
• Leading and developing a high-performing Customer Experience team.
• Building strong partnerships with key stakeholders.

Skills

Senior leadership experience in customer experience

Stakeholder management skills

Experience in regulated environments

Passion for customer-focused solutions

Strategic and analytical capability

Job description

Position Title

Head of Customer Experience

Location

Monument Place

Reports to Position Title

Customer Excellence Director

Grade

MG1

Lead The Future Of Customer Experience At GTR.

We are seeking a forward-thinking and visionary Head of Customer Experience to lead the transformation of customer experience across the UK's largest and most complex rail networks.

This is a high-impact leadership role where you will shape and deliver an industry-leading, inclusive customer journey, ensuring customer-centric thinking is embedded across every aspect of our service, from planning to delivery. You will play a pivotal role in strengthening our reputation, enhancing service quality, and driving long-term customer loyalty within a fast-paced and highly regulated environment. This is a unique opportunity to shape how millions of customers experience rail travel, driving innovation, championing accessibility, and delivering meaningful, customer-focused change at scale.

Working closely with senior leaders and industry stakeholders, you will lead the development of customer insight-led strategies, embed customer excellence standards, and influence innovation across the business. You will also play a key role in ensuring GTR delivers an accessible railway where everyone can travel confidently and independently.

What You'll Be Responsible For

• Leading GTR's customer experience strategy and transformation roadmap
• Driving customer insight, journey mapping, and continuous improvement initiatives
• Championing accessibility, inclusion, and regulatory compliance
• Leading and developing a high-performing Customer Experience team
• Building strong partnerships with key stakeholders including DfT, ORR, and passenger groups
• Embedding a customer-first culture across the organisation

What We're Looking For

• Proven senior leadership experience in customer experience, service delivery, or transformation
• Strong stakeholder management and influencing skills
• Experience within complex operational or regulated environments
• Passion for delivering inclusive, innovative, customer-focused solutions
• Commercially minded with excellent strategic and analytical capability

This is a rare and exciting opportunity to make a visible impact on millions of customer journeys while shaping the future of rail travel at GTR.

To apply please submit a cover letter outlining your experience for the position.