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Greater Anglia operates a busy railway network from London Liverpool Street to destinations across the east of England. We have a high standard of service for our customers throughout their journey experience so they can sit back relax and travel with confidence. Not to mention a whole new set of modernised greener trains, it’s never been a more exciting time to start a career with us. Do you want to be part of the journey? Come along and join Greater Anglia!  

We have an excellent opportunity to join our Commercial team as a Customer Experience Improvement Manager.  

This is a full-time managerial grade position working 37 hours per week. This position is based at our One Stratford Place (OSP) office, but will travel regularly across our network.

The Role  

The key focus of this role will be to improve the experience of customers across the Greater Anglia network, with a focus on the following key areas: 

Using a range of Customer Experience insight to work with teams throughout the business to drive tangible improvements for customers
Drive teams from all departments to deliver targeted customer experience improvement plans
Get into the detail with each team to understand their processes including challenges and opportunities to deliver excellence for our customers
Deliver Greater Anglia’s customer experience strategy across the network to improve the end-to-end journey for all customers

Within this role, you will be working closely with the Customer Experience Analyst and other Customer Experience Improvement Manager. In addition, you will also work with internal and external cross-departmental teams to develop customer experience improvement plans which: 

Focus on medium and long-term strategies to embed sustainable change 
Use the range of customer insight available to develop and deliver tangible action plans. Strategically align these with the overarching customer journey to ensure all touch points are covered 
Enable the wider teams within each department to understand customer expectations and how their roles can deliver this 
Remain agile and adapt to changing customer behaviours, expectations, and habits 
Discharge all customer experience contract requirements, including Business Plan Commitments 

What we are looking for  

We are looking for a colleague who has proven experience of engaging with colleagues and managers to drive improvements in standards for customers. 

You will be comfortable presenting, supporting, and constructively challenging colleagues at all levels. The successful colleague will be able to adapt information and data to suit different audiences to engage and influence other internal and external stakeholders and support continuous improvement. 

In addition, we are looking for someone who understands the UK rail industry, its structure, and the organisations that influence customer experience. You will have the ability to present ideas and insight confidently and collaboratively. 

The ideal colleague will be confident in using modern technology, in particular Microsoft Office products. 

You will have proficient communication and influencing skills as you will be required to communicate at all levels with internal and external stakeholders. The successful colleague will have excellent attention to detail. 

The closing date for all completed applications is on Friday 03rd February 2023

*Please note vacancies can close earlier due to high influx of candidate applications*

To succeed in this role, we are looking for people who can bring our four values 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 a healthy work life balance, holiday entitlement and an environment where you can learn, develop, and grow in your career. If you think you would be a great addition to GA then apply now! 

What can we do for you? 

• Defined Contribution pension scheme after 2 years option to move across to Defined Benefit (Final Salary) pension scheme 
• Free Travel on GA for you and your eligible family members 
• Free Leisure travel on GA and 75% discount on other TOCS for leisure travel for eligible family members 
• International travel discount card (FIP) for staff and eligible family members after 12 months service 
• Opportunity to purchase additional annual leave of up to 10 days 
• Gainshare bonus paid if GA hits relevant yearly targets, up £550 for permanent and £300 for agency 
• GA offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave after 26 weeks of service - part of our commitment to family friendly policies  
• GA Hapi Benefits App– our great benefits app which includes discounts across many retailers, days out and dining 
• 24/7 Employee assistance programme, eyecare and flu jab vouchers and access to physiotherapy services 
• Annually issued 12 discount vouchers for family and friends to use 
• Salary Sacrifice schemes such as Cycle to work and Technology scheme (eligible once passing probation)