West Midland Trains has an exciting opportunity for a Customer Experience Strategy Planning Manager to contribute to WMT’s Customer Experience (CX) policy, objectives and strategy. To own and implement the Customer Experience (CX) strategy at route level across all relevant operational and service delivery teams. To use data insights to put in place effective interventions to ensure the service delivery at route level is optimal and performs above the expectations dictated by agreed performance monitoring regimes. To work with the Customer Service Directors in each Business Unit (BU) to ensure the CX improvement budget is deployed effectively at local level thus optimising CX and ROI. To engage effectively with customer groups and associations as well as external best practice bodies in order that the WMT CX delivery exceeds expectations.

In addition to a competitive salary West Midlands Trains offers a wealth of benefits including free travel on Abellio trains for you, your partner and dependent children, 75% discount on all other train travel over most of the UK rail network, development opportunities to help further your career with West Midlands Trains, and a contributory defined salary pension. 

For more information please see the job description.

Please note; this vacancy is subject to the closed list process being concluded.