Customer Experience Manager

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.
Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.
SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London.
FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier.
FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the job: The role will be a key advocate in driving Customer Satisfaction across the business, with the support of the Senior CX manager they will focus on delivering an improved customer experience through our function teams.
Driving customer centric, positive change they will challenge internal decision making that is not customer focussed and support key teams in driving their customer KPIs.
They will manage the relationships with Transport Focus, London Travel Watch and Customer Council and keep them updated on key areas of the business related The role will share insight from the rest of the business about the current customer experience, and to ensure these are shared with stakeholders as part of the reporting frameworks.
Your main responsibilities will be: 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 As a minimum, you will need to have: Educated to a good standard of education together with an understanding of working within a trade union environment is required Holder of either a project management qualification or project management experience in a relevant industry (preferred).
Relevant experience in the successful support of programmes or projects within in the rail industry is desirable.
Has a strong commercial focus and is financially astute.
Must have the ability to work independently or as part of a team and successfully adapt to changing priorities Outstanding communication, presentation and influencing skills are a must, including the ability to effectively communicate proposals and strategies to senior leaders across the business Experience of managing process change is desirable.
About the location: The main location is South Bank Central.
South Western Railways HQ is based on the 4th Floor at South Bank Central, a stone's throw from the River Thames and a 10 minute walk from our busiest station, Waterloo.
It is local to many well-known attractions, restaurants and retail facilities and is easily accessible by public transport.
The secondary location is Southampton, Overline House.
Working pattern: Working an average of 37 hours per week over 5 days Standard office hours, some ad-hoc out of hours working related to certain projects.
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.
https://exceptionalindividuals.com/neurodiversity/ https://www.healthassured.org/blog/neurodiversity/