Senior Customer Proposition Manager

FirstGroup Internal; Greater London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading transportation company in London seeks a Customer Proposition Lead to oversee the design and delivery of customer experiences. This role involves collaboration across departments to deliver cohesive, customer-centric strategies and enhance overall service excellence. The ideal candidate must possess strong commercial acumen and notable leadership experience in product management within customer-focused industries. Competitive salary up to £68,000 based on skills and experience.

Qualifications

• Extensive knowledge of consumer service excellence.
• Familiarity with customer behaviours and impact on product offerings.
• Experience in travel or hospitality industry is preferred.

Responsibilities

• Oversee the delivery of strategy and design for customer journey experience.
• Manage and develop a team focused on customer proposition.
• Drive strategic change to enhance customer experience.

Skills

Strong interpersonal, networking and influencing skills

Problem solving and analytical skills

Data driven mindset and aptitude for technology

Education

Educated to degree level in a relevant professional qualification

Job description

Salary up to £68,000 depending on skills and experience. Secondment opportunity may be considered.

About the job

Leading GWR's Customer Proposition Design & Specification team, you will oversee the delivery of the strategy and design specification for GWR's end-to-end journey experience, through a customer‑centric, and commercially viable, product and service offering.

You’ll be responsible for executing a transformational strategy that delivers an enhanced and differentiated customer‑centric experience with an improved return on investment. Spanning all customer experience touchpoints, this role involves overseeing the strategic approach and supervising the planning and execution of GWR's overall customer proposition and experience initiatives.

You will be adept at understanding customer market insights to anticipate and meet customer needs and expectations. You will liaise with department heads to ensure all teams contribute equally to providing customers with a seamless and consistent proposition across all touchpoints. In addition, you’ll be supporting the development of new products and services to create greater customer satisfaction, increased efficiency and profitability.

Managing a small team, you will be required to coach and develop them to clearly define their roles and responsibilities. You will liaise with the Head of Marketing, Sales and Marketing Director and Customer Services Director to ensure cohesion of directorates, roles and responsibilities.

You will have direct responsibility for specialist product and service delivery specifications, including new fleet development and innovation.

Your main responsibilities will be:

Product Strategy and Management

Delivery of a product portfolio including catering (food, beverage and onboard retail), and lounges that reflect the GWR brand, supports a premium price point whilst driving value for money, satisfaction and achieving industry recognition, whilst delivering the best possible commercial return.

Map Customer Journeys

Ensure that the customer proposition team collaborate with the other business functions across all touchpoints from acquisition to retention (including digital UX, train environment, station experience), to create a seamless and enhanced customer experience.

Transformation

Make use of the GWR assets, resources and business infrastructure to drive and lead strategic change. Influence the evolution of strategic business priorities and challenge the rail status quo. Identify commercial growth opportunities and innovation to propel GWR towards its strategic goals.

Business Planning and Commercial

Development and delivery of the Customer Proposition Annual Business Plan. Provide oversight and leadership in the production and delivery of operational departmental plans, including assessment of related performance. Use analytics and evidence-based data to drive investment across the areas GWR customers identify as being the most important to them.

Commercial and Strategic Supplier Management

Drive the establishment of partnerships, ensuring GWR derives long‑term commercial value through strategic partnerships and ensuring the GWR premium brand is central to customer proposition supplier decisions.

Operational Excellence

Supporting a culture that enables and empowers the customer proposition team to maintain safe, secure and high-quality delivery of the network wide operation.

Sustainability

Lead with a strategy that contributes to the achievement of key metrics including carbon emissions, responsible supply chain sourcing and transparency, waste and single use plastics.

Partnering for Success

Establishing collaborative, trusted and powerful relationships with key enablers to bring the Customer Proposition Strategy to life (IT, Procurement, Operational and Customer Service teams, Engineering, Internal Comms, Sales & Marketing).

People Leadership

Act as a trusted people leader, guiding and inspiring the Customer Proposition team (and other experience delivery teams) to create a strong, empowered culture where colleagues can thrive in a diverse and inclusive team.

You’ll need:

• Educated to degree level in a relevant professional qualification, or equivalent experience.

As a minimum, you will need to have the following:

Knowledge

• Consumer service excellence.
• Knowledge of GWR customer behaviours and how these might impact product offerings.
• Commercial knowledge and business acumen.

Skills

• Ability to understand GWR's customer proposition strategy, and support and deliver it effectively.
• Strong interpersonal, networking and influencing skills.
• Problem solving and analytical skills.
• Ability to translate customer needs into business requirements and strategic opportunities.
• Ability to understand business objectives and align customer experience and relations accordingly.
• Ability to visualise end‑user experience and work backwards to plan, strategise and execute customer proposition efforts to deliver great experiences.
• Data driven mindset and aptitude for technology.

Experience

• Experience working in the travel or hospitality industry.
• Experience driving change in an organisation.
• Experience developing a customer value proposition is desirable.
• Strong strategy, business planning, implementation & proposition delivery experience is desirable.

About the location:

The base location is Paddington, London with travel across the network.

To Apply:

For further information, please contact Helen Da Costa - Head of Marketing [e-mail]

Please submit your application online via the internal FirstGroup careers website: https://internal-careers.firstgroup.co.uk/

In case of technical difficulties when submitting your application, please contact the Recruitment Team at [e-mail]

We all belong at GWR.

This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA, ethnicity, religion and disability. We maintain zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

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https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/