Customer Transformation & Improvement Manager
Job Introduction
Are you looking for a career where you can make a real difference in people’s day.
We’re on the lookout for a Customer Transformation & Improvement Manager to support the Head of Customer Transformation & Improvement with leading high-profile change and transformation programmes within Passenger Services.
We’re passionate about delivering exceptional experiences for our customers and shaping the future of our industry.
This role is all about taking a big-picture approach, driving meaningful change and delivering measurable results. If you thrive on making great things happen, collaborating cross functionally and turning bold ideas into real outcomes, this could be just the role for you.
Can you move people? Apply now.
What you’ll do
Based from our Head Office in London Bridge (hybrid working), you will;
- Support the delivery of transformation programmes, working across the project lifecycle from concept to delivery ensuring initiatives are completed on time and on budget.
- Providing strategic insights – You’ll deliver clear and concise updates to leadership including at board level, identifying risks, opportunities and ways to maximise return on investment.
- Supporting decision making – Using your expertise and data-driven insights, you’ll help the Passenger Services Leadership team shape compelling business cases for the annual business plan.
- You’ll build strong relationships with internal teams, other TOCs, regulators and industry bodies to ensure southeastern stays ahead of the curve.
The experience you’ll need
As well as demonstrating our Southeastern Ways of Working, we are also looking for…
- Outstanding communication skills: Whether it’s written, presentation or impactful 1-1 conversations, you are confident and able to flex your approach
- Strong financial and business acumen: You understand the numbers, can spot opportunities and know how to turn insights into action.
- Influencing skills: You have knack for bringing people together, aligning goals and gaining buy in at every level.
- Industry awareness: You can work with senior stakeholders, and have experience working with other TOC’s, regulators or industry bodies.
- Creative problem solving: You can zoom out and take inspiration from other industries to apply fresh thinking to business challenges.
This is your opportunity to play a key role in shaping the future of passenger services, if you’re ready to step up, make a difference and leave a lasting impact, we would love to hear from you.
As proud members of the Armed Forces Covenant and Disability Confident Scheme, we will offer you an interview if you apply under these schemes and meet the minimum criteria for the role. Find out more here.
Other things to know
- This vacancy may close early if we receive a large number of applications. So, make sure you get yours in early.
- All offers of employment are subject to satisfactory references, a right to work verification, a basic criminal record check, and a pre-employment medical assessment. Work visa sponsorship isn’t available for this role.
- If you applied but weren’t successful in getting a similar role at Southeastern, please wait six months before applying again.
Find out more about our recruitment process and get tips to help you apply.
What you’ll get in return
Along with your salary, the rewards you’ll get include:
- a final salary pension
- 25 days annual leave allowance (plus bank holidays)
- free rail travel across our networks
Meaning you can feel secure in your career as well as fulfilled by your work. Click here to see our full range of amazing benefits.
A bit about Southeastern
We’re one of Britain's busiest train operators, serving London, Kent and parts of East Sussex. We run over 1,700 trains a day, carrying more than 500,000 passengers and serving 180 stations.
However, working on our railway is more than getting passengers from A to B. It’s about all the little moments that make a difference to their journey.
It’s also about making our railway a great place to work. With a team that represents the communities we serve. This is a journey we’re fully committed to and we’re proud to have been named a ‘Great Place to Work’ at the 2023 National Rail Awards and endorsed as a WORK180 Employer for Women.
Our ways of working are what we expect of everyone at Southeastern. They are powerful. Tiny moments, every day, from every one of us, add up to massive, positive change. Improving how it feels to work here and how it feels to travel with us.
