Customer Experience Director

Overview

In this role you will lead the customer strategy and operational delivery for Southeastern’s railway network, shaping end-to-end customer experience across stations, information, accessibility, and disruption management. You will operate at executive level, partnering with stakeholders to drive a unified, customer-obsessed approach and create a blueprint for an integrated railway. The position sits at a pivotal moment as the network scales and public ownership evolves. You will move between frontline insights and boardroom decisions to deliver measurable improvements in customer satisfaction and service quality.

Pay / Benefits

• final salary pension
• 25 days annual leave allowance (plus bank holidays)
• free rail travel across networks

Responsibilities

• Define and drive the customer experience strategy and culture
• Lead operational delivery across multiple touchpoints (stations, information, accessibility, disruption management)
• Engage with customers and frontline colleagues to inform decisions
• Collaborate with stakeholders and partners to shape the future of the business
• Represent customer experience at executive and board level
• Balance customer, operational, and commercial priorities while ensuring safety
• Support transformation initiatives and scale change across the network
• Contribute to the blueprint for the future integrated railway

Key requirements

• Dare to Lead – demonstrated inspiring leadership
• Customer obsessed – drives advocacy and trust
• Strategic thinker with impact on business decisions
• Extensive operations experience leading large multi-site teams
• Proven ability to deliver performance while maintaining safety
• Experience in a highly unionised environment
• Commercial awareness and understanding of how people impact the bottom line
• Knowledge of industry standards, railway rules and regulations (desirable)
• Knowledge of Track, Train or both

• leadership
• customer focus
• strategic thinking
• stakeholder management
• communication at executive level

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