Customer Experience Director for a Rail Franchise Bid

Project status
Project start date
As soon as possible
Project posted
19 Feb 2018 18:05
Project duration (approx.)
20.0 Weeks
Budget (approx.)
£830.43 / day
Level of Experience
Area of expertise
Executive / C-Suite
Consultant location
United Kingdom

Objectives and Key Deliverables

We are a UK based Transportation Company working on a rail franchise bid and are looking for a Customer Experience Director starting ASAP for a full-time 6 months role, London based.

• Member of the Workstream Director leadership team for a rail franchise bid;
• Responsible for the creation of a compelling Customer Experience Strategy that seeks to “Embed a Customer-Driven Culture throughout the Franchise Business”;
• Reflect and support the further development of the client’s emerging Customer Experience Strategy and its application within the Bid;
• Lead the Customer Experience team, supporting each team member in the delivery of their specific requirements and the co-ordination of activity to create a coherent whole and the application of positive team attitudes and behaviours
• Overall responsibility for leading the delivery of sub-plans
o 3.2 Fares, Ticketing & Revenue Protection (note: Fares strategy and evaluation to be delivered by Commercial Director);
o 4.1 Customer Experience;
o 4.2 Stations; and
• Delivery of sub-plans includes direction of the Customer Experience team in the creation and successful presentation and agreement of initiatives and business cases to Gateway Reviews and Quality Assurance Process and the Sign-Off for financial, legal and bid presentation submissions within area of responsibility
The Customer Experience Director will lead a team of 10 individuals spanning the areas of Customer Experience, Stations, Ticketing and Customer Technology. Each position will have a specific remit of thematic components and will play a pivotal role in the development of our Customer Experience Strategy and the associated initiatives. We will be developing our Customer Experience Strategy to meet the requirements of the client, the DfT, and in their work all members of the team will contribute to that strategy which will:
1.deliver a high quality experience for all customers types; including those with reduced mobility, cognitive and mental impairments;
2.embed a customer-driven culture throughout the business;
3. facilitate proactive engagement with customers, communities and other stakeholders;
4.ensure the wellbeing and security of customers; the National Rail Passenger Survey (NRPS) and Service Quality (SQ) targets as set by the client; and
6.recruit, retain, develop and motivate customer-facing staff.

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