Head of Customer Experience (3560)

Head of Customer Experience (3560) – Monument Place

Lead the future of customer experience at GTR.

We are seeking a forward-thinking and visionary Head of Customer Experience to lead the transformation of customer experience across the UK’s largest and most complex rail networks.

This is a high-impact leadership role where you will shape and deliver an industry-leading, inclusive customer journey, ensuring customer-centric thinking is embedded across every aspect of our service, from planning to delivery. You will play a pivotal role in strengthening our reputation, enhancing service quality, and driving long-term customer loyalty within a fast-paced and highly regulated environment.This is a unique opportunity to shape how millions of customers experience rail travel, drivinginnovation, championing accessibility, and delivering meaningful, customer-focused change at scale.

Working closely with senior leaders and industry stakeholders, you will lead the development of customer insight-led strategies, embed customer excellence standards, and influence innovation across the business. You will also play a key role in ensuring GTR delivers an accessible railway where everyone can travel confidently and independently.

What you’ll be responsible for:

• Leading GTR’s customer experience strategy and transformation roadmap
• Driving customer insight, journey mapping, and continuous improvement initiatives
• Championing accessibility, inclusion, and regulatory compliance
• Leading and developing a high-performing Customer Experience team
• Building strong partnerships with key stakeholders including DfT, ORR, and passenger groups
• Embedding a customer-first culture across the organisation

What we’re looking for:

• Proven senior leadership experience in customer experience, service delivery, or transformation
• Strong stakeholder management and influencing skills
• Experience within complex operational or regulated environments
• Passion for delivering inclusive, innovative, customer-focused solutions
• Commercially minded with excellent strategic and analytical capability

This is a rare and exciting opportunity to make a visible impact on millions of customer journeys while shaping the future of rail travel at GTR.

To apply please submit a cover letter outlining your experience for the position.

Documents

• Head of Customer Experience.pdf (302.58 KB)

…