Head of Customer Experience & Transformation

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

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.