Customer Experience Director

Customer Experience Director

York

circa £120,000 per annum

Permament

Why LNER?
Our vision is to be the most loved, progressive and responsible way to travel for generations to come, and we're looking for the people who can deliver this, every day.    

Since we took over the East Coast route, we've been changing the face of travel. Our new fleet of Azuma trains are delivering faster journey times, more space, comfort and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join. We were the first and are currently the only franchised rail operator to achieve customer numbers back to pre-pandemic levels and we are leading the charge to transform rail through digital and customer focussed innovation.   

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.    

Are you on board?   

Role Overview

We are delighted to be recruiting for a Customer Experience Director who will be responsible for the delivery of the best possible end-to-end journey and experience for all our customers within our stations and on board our trains.

As our Customer Experience Director, you will report directly into the Managing Director and form an imperative part of the Executive team. You will be an exceptional leader with a proven ability to engage, support and inspire large and geographically disperse teams across the Customer Experience directorate including; Estates and Asset Management, Stations, Retail, On Train (with the exception of Drivers), Food and Drink Proposition, Contact Centre and Customer Experience Strategy (including Standards).

Within this pivotal role you will be responsible for defining, shaping and delivering our future strategy, which continues to transform and enhance our Customer Experience at LNER. As an outstanding communicator, you will be required to communicate complex messages effectively to both internal and external stakeholders as well as build effective cross functional relationships to deliver our business outcomes.
What you'll need:

We're looking for someone who has experience of managing a strong brand and aligning it with the end-to-end Customer Experience. You'll also have;

• Extensive experience working in a corporate senior leadership capacity.
• Proven experience of developing, leading and inspiring significantly large teams and a proven ability to encourage and enable colleagues to work together as a high performing team.
• Experience of leading by example through role modelling and expressing consistent commitment to a company's vision and values.
• Ability to recognise strategic opportunities and respond tactically to short term threats. A good understanding of the external environment which can be used to build a strategic agenda.
• Ability to assess the need for change and confidence in presenting a persuasive and convincing case for it.
• Outstanding business partnering skills at an executive level and an ability to build a strong network both inside and outside of the organisation.
• Track record of building and maintaining effective stakeholder relationships.
• Confidence and ability to talk directly to customers and colleagues in all situations.
• Ability to implement and support a customer centric focus.

What will I get?

• Free travel on LNER First Class + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Private Health Cover and Health screening
• Dental Cover
• Travel Insurance
• Generous pension scheme
• Annual cycle to work schemes
• Additional holiday leave purchase available
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts

What we believe:        

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!
What next?        

As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay! 

Start your journey here!

Closing date: 28 February 2024