Head of Customer Experience
Reports to Position Title
Customer Excellence Director
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, driving innovation, 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.
