Senior Customer Experience Strategy Manager [NEW]

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As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment, we are looking to recruit a Senior Customer Experience Strategy Manager, on a full-time, permanent basis based at our head office in Birmingham on a hybrid basis.

This role is crucial in advancing WMT's vision of "putting customers at the heart of all we do". As the Senior Customer Experience (CX) Strategy Manager, you will develop, implement, and champion our customer experience strategy across the department, ensuring it is integrated throughout WMT and aligns with our core strategy. Success in this role will be measured by customer-centric improvements, enhancing WMT's commercial position through key contractual measures such as SQR performance and the customer satisfaction scorecard.

You will be a dedicated advocate for the customer, prioritising their needs in every decision. Leading a team of CX professionals, you will collaborate extensively with stakeholders across the organisation to deliver an exceptional customer experience.

What does the job involve?

• Lead the delivery of the Customer Experience (CX) Strategy: Develop and implement a comprehensive CX strategy aligned with WMT's goals, ensuring adoption across all departments.
• Champion a customer-centric culture: Advocate for the customer in all decisions, promoting a culture where customer feedback informs strategic and operational choices.
• Oversee WMT's customer Insights Strategy: Manage customer data collection and analysis to refine the CX strategy, aligning it with client needs and departmental feedback.
• Co-chair the Customer Experience Board: Lead the board to foster cross-departmental collaboration and ensure effective project delivery.
• Establish KPIs to measure customer satisfaction: Define and monitor key performance indicators to track progress against strategic goals.
• Provide leadership to the CX Strategy Team: Mentor and support the team to deliver exceptional customer experiences.
• Oversee the Service Quality Regime: Work with the SQR Manager to monitor and improve service quality, ensuring engagement from internal teams and external partners.
• Turn customer insights into actionable recommendations: Collaborate with the CX Insights and Project Managers to implement improvements based on customer data.
• Enhance customer experience across service regions: Develop initiatives and collaborate with other TOCs, WMRE, WMCA, Network Rail, and the Grand Rail Collaboration.
• Achieve measurable improvements in customer satisfaction: Monitor metrics, address service gaps, streamline processes, and implement enhancements for a consistently excellent customer experience.

What skills and experience do I need to do the job?

• Experienced in customer experience management: Proven track record of leading significant improvements.
• Proven CX strategy development and implementation: Passionate about delivering outstanding customer experiences.
• Strong leadership skills: Ability to motivate and inspire a team.
• Excellent analytical and problem-solving skills: Data-driven and commercial decision-making approach.
• Exceptional communication and stakeholder management skills

What are the salary and benefits?

• Competitive salary
• Final salary pension - one of the best pension schemes available
• Free travel on all our trains and those of other train companies within our parent group company - for you, your partner, and any dependent children
• Hybrid working - office based 2-3 days a week
• 75% off all other train company travel tickets
• Retail discounts
• Career development opportunities

Due to the volume of applications we receive the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.