Senior Customer Experience Manager

TN United Kingdom; Southampton; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Senior Customer Experience Manager to champion customer satisfaction and drive positive change across the organization. This role is pivotal in enhancing service delivery and ensuring that customer insights shape strategic decisions. You will lead a team of CX Managers, manage the Customer Experience plan, and engage with various stakeholders to elevate service standards. If you are passionate about putting customers first and have a proven track record in change management, this is an exciting opportunity to make a significant impact in a dynamic environment.

Benefits

Free travel on SWR services for employees

Free leisure travel for spouse/partner and dependents

75% discount on other train companies

Training and development support

Exclusive retail offers

Excellent pension scheme

Qualifications

• Extensive experience in defining and implementing strategic change solutions.
• Ability to influence and motivate stakeholders to improve performance.

Responsibilities

• Lead and drive a culture change regarding customer consideration and prioritization.
• Understand customer needs and improve service delivery across teams.

Skills

Customer-first approach

Data analysis

Change management

Stakeholder management

Strategic change solutions

Job description

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Senior Customer Experience Manager, Southampton

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Client:

FirstGroup

Location:

Southampton, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

369f8767e9b4

Job Views:

2

Posted:

10.05.2025

Expiry Date:

24.06.2025

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Job Description:

About the job

The role will be a key advocate in driving Customer Satisfaction across the business, constantly delivering an improved customer experience through our functional teams. The successful candidate will drive customer-centric, positive change by challenging internal decision-making that is not customer-focused and supporting key teams in driving their customer KPIs.

Main Responsibilities:

1. Lead and drive a culture change regarding customer consideration and prioritization at SWR, alongside the Head of Customer Strategy and other senior team members.
2. Understand customer needs and improve service delivery focusing on what matters most, managing service standards across teams, and engaging them to meet these standards.
3. Lead and develop a team of CX Managers to implement the Customer Strategy and Experience Plan.
4. Review and update the Customer Experience plan annually, ensuring it aligns with internal stakeholder responsibilities and incorporates customer insights from the R&I team, setting and monitoring KPIs, and working with cross-functional teams to close service gaps.
5. Integrate the Customer Experience plan into the next year's ABP, securing stakeholder buy-in and benefits realization.
6. Manage the Customer Steering Group, track progress against KPIs, and report on performance.
7. Collaborate with the Senior CX Design and Innovation Manager, taking on projects and transitioning them to BAU when appropriate.
8. Represent various Customer Groups (Business, Leisure, Commuting) to facilitate better decision-making.
9. Develop processes linking customer experience into project workstreams across the business.
10. Report on CX progress to steering groups, board members, DfT, and other forums, involving relevant team members.
11. Build and maintain relationships with external organizations like London Travel Watch, Transport Focus, and RDG.
12. Manage the SWR Customer Council to ensure engagement and benefits.

Requirements:

1. Customer-first approach, viewing the world from the customer’s perspective.
2. Insight-oriented, capable of understanding complex data trends to inform improvements.
3. Focus on initiatives that bring significant benefits quickly, with a sense of urgency.
4. Extensive experience in defining and implementing strategic change solutions.
5. Ability to influence and motivate stakeholders to improve performance and customer satisfaction.
6. Change management experience within large/complex operational businesses.
7. Experience embedding best practices and governance processes.
8. Self-motivated, able to work under pressure independently.

About the location

South Western Railways HQ is located on the 4th Floor at South Bank Central, near the River Thames and Waterloo Station, with access to attractions, restaurants, retail, and public transport.

Working pattern

37 hours per week, typically office hours across 5 days.

The Reward

Competitive salary and benefits, including:

• Free travel on SWR services for employees
• Free leisure travel for spouse/partner and dependents (criteria apply)
• 75% discount on other train companies
• Training and development support
• Exclusive retail offers
• Excellent pension scheme