Customer Experience Improvement Manager

Be part of something rewarding, by joining Greater Anglia you’ll be helping our customers get from A to B. With a staff of over 2,500, we operate a busy commuter service from London Liverpool Street to destinations across the east of England.  

We have an excellent opportunity to join our Commercial team as a Customer Experience Improvement Manager.  

This is a full-time manager grade position working 37 hours per week. This position is based at our One Stratford Place (OSP) office, but will travel across our network.

The Role  

The key focus of this role will be to improve the experience of our customers across the Greater Anglia network, by leading on the following key areas: 

• Using a range of Customer Experience insight to work with teams throughout the business to drive tangible improvements for customers. 
• Drive teams from all departments to deliver targeted customer experience improvement plans. 
• Get into the detail with each team to understand their processes including challenges and opportunities to deliver excellence for our customers. 
• Deliver Greater Anglia’s customer experience strategy across the network to improve the end-to-end journey for all customers. 

Within this role, you will be working closely with the Customer Experience Analyst. In addition, you will also work with internal and external cross-departmental teams to develop customer experience improvement plans which: 

• Focus on medium and long-term strategies to embed sustainable change 
• Use the range of customer insight available to develop and deliver tangible action plans. Strategically align these with the overarching customer journey to ensure all touch points are covered 
• Enable the wider teams within each department to understand customer expectations and how their roles can deliver this 
• Remain agile and adapt to changing customer behaviours, expectations, and habits 
• Discharge all customer experience contract requirements, including Business Plan Commitments 

 What we are looking for  

We are looking for a colleague who has proven experience of engaging with colleagues and managers to drive improvements in standards for customers. 

You will be comfortable presenting, supporting, and constructively challenging colleagues at all levels. The successful colleague will be able to adapt information and data to suit different audiences to engage and influence other internal and external stakeholders and support continuous improvement. 

In addition, we are looking for someone who understands the UK rail industry, its structure, and the organisations that influence on customer experience. You will have the ability to present ideas and insight confidently and collaboratively. 

The ideal colleague will be confident in using modern technology, in particular Microsoft Office products. 

You will have proficient communication and influencing skills as you will be required to communicate at all levels with internal and external stakeholders. The successful colleague will have excellent attention to detail. 

The closing date for all completed applications is on Friday 21st January 2022  

*Please note vacancies can close earlier due to high influx of candidate applications* 

To succeed in this role, we are looking for people who can bring our four behaviours to life in your everyday work:  

·        Genuine … be welcoming, customer-centric and respectful  

·        Professional… be solution-oriented, accountable and delivering to promises  

·        Proactive … be progressive, innovative and decisive  

·        Inclusive … be connected in your thinking, empathetic and promote diversity  

Greater Anglia can offer you a great work/ life balance alongside a generous salary. If learning, developing and growing your career is as important as great benefits such as free travel, pension, family discounts, and cycle to work scheme, then apply now, and see what we can do for you!