Rail Customer Experience Director

CONNEX SOUTH EASTERN; Greater London; On-site; GBP 120,000 - 160,000; Full time

Benefits offered by this job

Final salary pension

25 days annual leave

Free rail travel

Job summary

Southern seeks a Customer Experience Director to lead strategy and delivery for customer experience across a vast railway network. Based at London Bridge, you will drive customer-centric change from stations to executive level, shaping the future of the business and ensuring safety considerations remain paramount.

You will spend time with customers, frontline staff and partners, translating insights into scalable improvements while leading a high-performing, multi-site team.

Qualifications

• Dare to Lead: inspiring leadership is core to the role.
• Customer obsessed: drive advocacy, trust and the voice of the customer.
• Strategic thinker: understand business impact of decisions.

Responsibilities

• Lead strategy, culture and delivery across the customer journey.
• Direct frontline service, stations, accessibility, disruption management and information.
• Engage with stakeholders and executive level to shape the future of the business.
• Balance customer, operations and commercial priorities while maintaining safety.

Skills

Leadership

Strategic thinking

Operations management

Customer focus

Unionised environment

Commercial awareness

Rail industry knowledge

Job description

Southern seeks a Customer Experience Director to lead strategy and delivery for customer experience across a vast railway network. Based at London Bridge, you will drive customer-centric change from stations to executive level, shaping the future of the business and ensuring safety considerations remain paramount.

You will spend time with customers, frontline staff and partners, translating insights into scalable improvements while leading a high-performing, multi-site team.