Be part of something rewarding, by joining Greater Anglia you’ll be helping our customers get from A to B. With a staff of over 2,500, we operate a busy commuter service from London Liverpool Street to destinations across the east of England.

Our business is undergoing an exciting transformation; with £1.4bn investment in new trains, new station facilities and the backing of a long term franchise that will transform customer journeys throughout East Anglia.

You will be joining us at the start of this transformational journey. As a proven leader you’ll have in-depth knowledge and experience within Customer Experience (CX) to help deliver our key objectives.

You will need to be competent in data analysis and insight as well as turning insight into effective and measurable CX strategies across an organisation. You will develop the strategy for the Behaviour Change programme, delivering, in conjunction with Directors and other Heads of Departments supporting a culture change programme which embeds the behaviours of the organisation throughout the company.

You will lead the development of the CX Strategy across the organisation covering all functions to achieve the KPI’s set by DfT & realise the aspirations of the organisation. You will work with your team to manage and monitor the delivery of the Customer Experience Performance Model (CEPM) to reduce the financial risk and deliver continuous improvement across the organisation.

With outstanding interpersonal skills you will need to quickly establish relationships with external stakeholders to build confidence in the delivery of our transformed railway whilst internal relationships will with colleagues, and cross functional forums are integral to daily life. You will have experience of managing large budgets and be a true inspirational leader to your team.

You will be degree level educated or hold business level / Customer Experience qualifications. Understanding of CX analysis and systems along with knowledge of modern customer behavioural profiling would be a strong advantage. A background in senior CX roles in the service industry sector would be preferred.

To succeed in this role, we are looking for people who can bring our four behaviours to life in your everyday work:

·        Genuine … be welcoming, customer-centric and respectful

·        Professional… be solution-oriented, accountable and delivering to promises

·        Proactive … be progressive, innovative and decisive

·        Inclusive … be connected in your thinking, empathetic and promote diversity

Greater Anglia can offer you a great work/ life balance alongside a generous salary. If learning, developing and growing your career is as important as great benefits such as free travel, pension, family discounts, childcare vouchers and cycle to work scheme, then apply now, and see what we can do for you!