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    Customer Experience Officer - London, United Kingdom - Rail Delivery Group

    Rail Delivery Group
    Rail Delivery Group London, United Kingdom

    4 days ago

    Default job background
    Full time
    Description

    Closing Date for Applications

    27 June 2024

    Salary Range

    £33,778 - £43,891 per annum

    What is the purpose of this job?

    This is a multi-faceted role, incorporating customer experience, strategy, customer insight / research and project management.

    The role will work across two main industry programmes. The role will support the delivery of the Smarter Information, Smarter Journeys programme (SISJ). The SISJ programme is the industry catalyst for delivering better and simpler customer information to our people and our customers, on Great Britain's Railways. It has a vision to provide customers with all the information they want, when and how they want it.

    In addition, the role will drive the implementation of the Customer Information Groups 'Brilliant Basics' workstream. This workstream is about improving customer information through quick wins and minimal investment, instead focusing on improvements through every day / BAU customer information tasks that Train Operating Companies undertake.

    Both SISJ and Brilliant Basics involves working across the industry, with multiple stakeholders, to improve the information customers receive when travelling on Great Britian's rail network.

    The role will also play a pivotal part in helping the Customer team within RDG to deliver its objectives, supporting members of the customer team and others within the RDG organisation.

    What can I expect to do in this job?

    This isn't an exhaustive list; however, you can expect to be involved in the following:

    • Manage the Industry Customer Information Groups (CIG) 'Brilliant Basics' workstream – working alongside the RDG lead for the workstream, mapping out the plan for delivery, suggesting further scope, and co-ordinating the industry to deliver on the workstream
    • Supporting the RDG lead in running the industry wide CIG and RSG (Redress & Support Group) groups, encompassing agenda planning, collation and cascading of actions to drive momentum. As well as maintenance of the shared drive to ensure transparency of related documentation.
    • Manage the delivery and implementation of the Customer Information Pledges, working with the Office of Rail and Road (ORR) to annually review TOC progress against them using customer insight
    • Support the industry Smarter Information, Smarter Journeys programme to deliver the strategy and its scope, being heavily involved in some of its work packages
    • Lead the InfoTracker research tracker to ensure the industry is getting maximising value from the project, suggesting new questions for inclusion and analysing the findings to provide insight into the success of new propositions.
    • Manage other customer insight projects to deliver actionable insight to the industry, RDG and the SISJ Programme
    • Build strong stakeholder relationships both within RDG and externally (e.g. with the Department for Transport, Network Rail, Office of Rail and Road, Transport Focus and train operators)
    • Support the wider Customer team, particularly the Stakeholder and Communications Manager to ensure they have suitable and sufficient information to share internally within the industry, and externally to customers

    Requirements

    We are looking for someone with experience of working in a customer experience, strategy, project manager or similar role

    Some of the specific skills and knowledge we are looking for include:

    • Strong stakeholder management experience, working across stakeholders with different priorities
    • Customer focused background, with experience in insight driven change
    • Experience of designing and running research projects, including customer satisfaction trackers and qualitative ad-hoc studies
    • Confident managing and leading projects from exploration through to delivery
    • Excellent interpersonal skills, both written and oral with experience at engaging at a senior level
    • Experience in customer proposition design, preparation of business cases and experience of strategy development and iteration.
    • Excellent team player, who can intuitively work across teams

    Benefits

    • 30 days annual leave
    • 75% reduction on UK rail travel (for work and leisure) - more below
    • Reduced international rail travel
    • Interest free season ticket loan
    • Contributory defined benefit pension scheme
    • Give As You Earn scheme
    • Subsidised private medical care
    • Healthcare cash plan scheme
    • Employee Assistance Programme scheme
    • Flexible working
    • 30 weeks full pay for maternity, adoption and shared parental leave (subject to eligibility)
    • Personal Development Days
    • Employees may sell up to a maximum of five days' leave. Employees can buy up to a maximum of five days' leave. These figures will be pro rata for part-time employees
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