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Head of Customer Experience

Govia Thameslink Railway -
London

Apply Now

Job details

Permanent
2 days ago

Benefits

Cycle to work scheme
Company pension
Employee assistance programme
Employee discount
Childcare

Full job description

Salary:

Competitive along with great benefits
Location:

Monument Place
Contract Type:

Permanent
Closing Date:

23 June 2026

Position Title

Head of Customer Experience

Location

Monument Place

Reports to Position Title

Customer Excellence Director

Grade

MG1

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.

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Benefits

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