Digital Engagement Manager (12 Months)

Why LNER?

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

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

Are you on board?

As our Digital Engagement Manager, you will be responsible for managing the successful adoption of digital products and culture across the business, ensuring that the investment LNER makes in digital transformation results in improving customer and employee experiences as new products are adopted.

Within this role you will be responsible for delivering the digital product engagement strategy; developing and delivering engagement programmes based on the ongoing Digital & Innovation Department annual roadmap, with the intention of promoting digital products that benefit our customers and colleagues. You'll be responsible for driving our pioneering digital narrative externally, working closely with our in-house Communications team and external agencies, to manage the external promotion of all our new digital features so customers are aware of how LNER are using digital to vastly improve customer experience and drive efficiencies in how LNER operate. Internally, you'll support our Product Managers and work with our UX team to ensure that digital products used by our colleagues are co-created with them to deliver great and seamless experiences that meet the requirements of end users and that users are engaged end-to-end in digital projects across the portfolio.

You'll also;

• Continue to deliver the communications plan internally to communicate the Digital and Innovation Department's vision and plans throughout the year and gain buy in, utilising existing comms channels as well as setting up other sessions as required.
• Manage the conference plan for the Department, sourcing relevant conferences, actively communicating to the Department on a regular basis to raise awareness, securing speaker slots and ensuring playback of learnings and content.
• Deliver the annual awards entry strategy for the Department to ensure visibility of key successes.
• Work collaboratively with Customer Experience and other business departments to engage digital champions to support the design and development of relevant digital projects.
• Support the digital experience team in the use and application of UX design maps through collaborative workshops engaging relevant users.
• Responsible for ensuring the digital governance model and portfolio framework is understood across the Business so there is clear line of sight as to how to engage with the Digital & Innovation Department.
• Define engagement input into the delivery of digital projects across project lifecycles, working closely with the Project team.

What you'll need:

We're looking for someone who is highly resilient, people focused and able to work in a fast-paced environment with changing priorities. You'll also have;

• Proven experience within a similar Engagement role.
• Experience in creating and delivering engagement and communication plans with resulting impact to different audiences.
• Strong stakeholder management skills.
• Ability to summarise key information to provide business recommendations to senior stakeholders.
• Operational business engagement experience, ideally with employees across multiple locations.
• Excellent time management skills with the ability to navigate challenging and conflicting priorities.
• Excellent verbal and written communications skills to support a diverse range of stakeholder relationships.
• Experience with Trade Union negotiations.

What you'll get:

• Free travel on LNER + 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
• Generous pension scheme
• Annual cycle to work schemes
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

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.