Customer Experience Manager

at  South Western Railway

WHO ARE WE?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England and the Isle of Wight.

THE REWARD:

In return we offer a competitive salary and a variety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employee
• Free leisure travel for spouse/partner and dependants (criteria dependant)
• 75% discount on many other train operating companies
• Full training and support with development
• Large range of exclusive retail offers
• Excellent pension scheme

We all belong at SWR. FirstGroup’s vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

• Proactively seek feedback and insight from the rest of the business, for example by attending Stations, Fleet and Guards briefings to learn about observations on the current customer experience and to ensure these are shared with stakeholders as part of the reporting frameworks.
• With the support of the Senior CX Manager be responsible for building and maintaining the relationships with London Travel Watch, Transport Focus and RDG
• With the support of the Senior CX Manager, manage the SWR Customer Council, ensuring that they are engaged and benefit is brought to SWR through them being in place
• With the support of the Senior CX manager, hold BAU teams to account on their areas of the CX Plan/agreed KPIs/Service Standards
• Represent our different Customer Groups (Business, Leisure, Commuting) across the business, enhancing internal understanding of these groups to facilitate better decision making and challenging when this doesn’t happen
• Support the Senior CX Manager in creating a cultural shift in CX at SWR, supporting the CX Maturity Model and any output required as a result
• Share current performance and insight on Customer Experience with the business, through established and agreed channels e.g. CX Meetings, Hub, Yammer
• Support BAU teams in identifying gaps in the experience and work with the appropriate individuals / teams to set objectives and improve the experience working with the Product Design Team as required
• Works closely with key stakeholders and specialist teams to determine the direction and desired outcomes from improvement initiatives
• Successfully deliver all projects and tasks as assigned by the Senior CX Manager, prioritising workload in line with SWR objectives (including the determination of measures to test benefits)
• Responsible for setting and delivering against key project milestones and communicates progress against them, in line with appropriate governance structures, to key stakeholders
• Forge cross functional relationships and work closely with key internal and external stakeholders to influence the delivery and outcomes of any investment, recommended process change, or project delivery, ensuring that valuable insight and input is gathered for relevant projects
• Identifies risks and opportunities to projects (including any anticipated resistance to change) and determines appropriate mitigation, ensuring that BAU performance levels are maintained throughout
• Provides expert support as required to other parts of the CX function
• Identifies opportunities within their projects and shares and ascertains best practice with other functional project teams and across the CX directorate
• Organise/co-ordinate the Meet the Manager arrangements across the network