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This role can also be based out of Banbury / Birmingham Moor Street*

Job Purpose
You will be responsible for maintaining and enhancing the customer experience plan for Chiltern Railways. In parallel to this, you will be our lead on ensuring the Great British Railways Transition Team (GBRTT) Customer Service Standards are assessed here at Chiltern. Where improvement opportunities are identified, you will drive these changes through from Business case development to implementation; ensuring alignment across the rail industry.

Key Accountabilities

The post holder’s key accountabilities are to:

* Assess Chiltern Railways’ current delivery against the GBRTT Customer Experience Standards (starting with “Management of service disruption” and “Customer service at stations and on trains”)

* Create an implementation plan (including impact assessments, cost estimates etc) to achieve consistent delivery of the Customer Service Standards where gaps have been identified

* Work with stakeholders from across Chiltern Railways to champion customer experience and drive a customer centric approach

* Work with cross industry groups such as GBRTT, Rail Delivery Group (RDG), Department for Transport and also colleagues from other TOCs on customer experience best practice and information sharing

* Own the overall Chiltern Railways roadmap of CX initiatives

* Own and deliver key CX improvement projects

* Review customer insights, performance data and other sources of information to identify opportunities for CX improvements and assess the results of launched initiatives

* Support the running of the 4-weekly Customer Steerco

* Support the process for collecting Customer Scorecard evidence for periodic reporting to the Department for Transport

* Map customer journeys

Person Specification

Experience, Knowledge & Qualifications Required:

* Specific knowledge and experience of customer experience including strategy development, roadmap management and journey mapping

* Strong stakeholder management & influencing skills

* Strong relationship building and networking skills, including the ability to communicate confidently and authoritatively to a wide-ranging audience within the business and outside

* Experience in dealing with government bodies and cross industry specialist forums

* Demonstrable experience in securing buy in to customer experience initiatives including building business cases for funding and resources

* Ability to prioritise work within tight deadlines

* Strong communication skills

* Project management experience including but not limited to management of contractors & budgets, experience of negotiation, communication, consultation, time management, project delivery and evaluation