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CX job vacancy of the week: Transport for London

20th Apr 2022
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

Head of Customer Service - University of Liverpool

This week: Customer Experience Manager – Southwark, London/remote/site visits

This is an exciting opportunity to help drive improvements to the customer experience of London’s public transport network. Transport for London are looking for a Customer Experience Manager who can help move London forward safely, inclusively and sustainably, and help to deliver their customer roadmap.

Responsibilities

  • Be a trusted advisor to their Operational teams on all things ‘customer’ – bringing knowledge/insight/strategic awareness of what our customers want, flagging impacts on customers before decisions are taken, and recommending activities to support the customer strategy.
  • Compile a complete understanding of the requirements of customers, by working with the insight and strategy team, and keeping abreast and understanding the implications of relevant best practice and customer service policy to improve the experience for new and existing customers.
  • Own and drive key customer projects, working alongside the operational teams, through programme management/delivering actions/managing stakeholders’ expectations/project evaluation and review. This could include initiatives such as reducing customer related incidents like illness which affect network reliability, reducing the number of customer injuries through behaviour change initiatives, helping to provide welcoming ambient stations, and/or re-focussing their customer service staff on how to deliver consistently good customer service.
  • Review and interpret customer and operational data; customer satisfaction; customer traffic flows; mystery traveller surveys; customer complaints, to monitor progress and delivery of the assigned local delivery business action plan, defining metrics and measures to track progress against plan across the lifecycle and present to key stakeholder groups.
  • Proactively develop positive working relationships with colleagues across C&R and operational teams. Ensure continuous and effective two-way conversations between C&R and the delivery businesses, addressing all aspects of customer service development, prioritising achievement of customer gain points and efficient use of budget to deliver customer focused outcomes.
  • Preparation of detailed customer focused business cases for funding approval by senior customer steering groups, ensuring alignment to the TfL customer strategy and inputs into financial control of project budgets ranging between £250K to £1m+.
  • Engage with key external stakeholders e.g. customer stakeholder groups, service delivery companies and third-party operators, to influence and facilitate the development of the TfL customer strategy and delivery of key customer initiatives.
  • Attendance and contribution to various steering/working/integrated groups, sharing appropriate insight and operational concerns/updates.
  • Work alongside customer experience colleagues from across other modes, sharing and learning from best practice and implementing it consistently across the public transport network. 

Requirements

  • A degree in a relevant subject or equivalent professional qualifications or suitable professional experience.
  • Knowledge of customer relationship management and customer service concepts and tools.
  • Understanding of customer strategy and how change occurs.
  • Knowledge of the latest customer trends.
  • Familiar with the complex transport operating environment, operators’ and customers’ needs.  Must demonstrate a market-led approach and empathy with customers.
  • A good understanding of social inclusion/exclusion issues, best practice and relevant government guidelines and legislation.
  • Understanding of relevant delivery business standards.
  • Understanding of the basics of customer behaviour change and how to influence customers.
  • Experience of developing, tracking, delivering and evaluating customer programmes and initiatives.
  • Experience of developing and presenting to diverse audiences including senior managers, staff and the public.
  • Proven ability to achieve results through matrixed resources within a complex multi-stakeholder environment. 

For further information and to submit an application, visit the Transport for London job board.

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