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    • Competitive along with great benefits.
    • This is a high-impact leadership role where you will shape and deliver an industry-leading, inclusive customer journey,…
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    • Rail Operations Centre (ROC Three Bridges).
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    • GTR are recruiting a Customer Service Trainer based out of East Croydon.
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    • £48,000 - £50,000 plus benefits.
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Job Post Details

Head of Customer Experience - job post

Govia Thameslink Railway
3.2 out of 5 stars
London
Permanent
You must create an Indeed account before continuing to the company website to apply

Job details

Job type

  • Permanent

Location

London

Benefits

Pulled from the full job description

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

Full job description

  • Salary:
    Competitive along with great benefits
  • Location:
    Monument Place
  • Contract Type:
    Permanent
  • Closing Date:
    30 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.

Benefits

Pension

Staff Travel

Childcare Vouchers

Extra Holidays

Discount Scheme

Long Service Awards

Employee Assistance Programme

The Transport Benevolent Fund

In-House Occupational Health Department

Cycle to Work Scheme

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