Head of Customer Experience

BUSINESS FUNCTION: Customer & Commercial SALARY: Competitive / Grade: Executive ROLE TYPE: Permanent LOCATION: Manchester / York/Leeds HOURS: 37 per week

Customer experience is about much more than what happens when someone boards a train or buys a ticket. It's every interaction, every channel and every moment that shapes how people feel about Northern.

As Head of Customer Experience, you'll be passionate about shaping that experience at scale. You'll create and lead our customer agenda and our newly launched Creating Customer Confidence programme that brings consistency, trust and quality to the way we serve our customers across Northern. Your work will have a direct impact on customer satisfaction, our growth and the experience of millions of people who rely on us every year. With the rail industry entering an exciting period of change through Great British Railways, you'll have a unique opportunity to help shape what great customer experience looks like for the future. It's a time of significant opportunity, challenge and transformation.

This is a senior leadership role with real influence. You'll lead a team covering areas such as customer insight and voice of the customer, service design and quality, customer products, accessibility and our regional Customer Experience Centre while working closely with regional leaders externally and internally across the business. You'll help us turn insight into action, set the standards for great customer service and make sure the customer voice is heard loud and clear when important decisions are made.

You'll put customers at the heart of how Northern works, you'll turn customer insight into action, set clear performance measures and build the frameworks, governance and improvement plans that help us grow satisfaction, trust and advocacy.

• Own our customer insight capability, giving the business a clear Voice of the Customer and turning insight into practical, prioritised improvements.
• Set the measures and standards that keep us focused on customer outcomes, using performance data, insight and strong business partnerships to drive accountability and continuous improvement.
• Champion customer-led service design, using journey mapping, behavioural insight and co-creation to improve existing experiences and shape new services.
• Develop and maintain service quality frameworks across stations and onboard, making sure we meet industry standards while continually raising the bar.
• Lead the development and delivery of our Accessible Travel Policy, keeping us compliant while making journeys more inclusive and accessible for everyone.