On-Train Customer Experience Specialist for Rail Franchise Bid

Project status
Project start date
19 Feb 2018
Project posted
22 Jan 2018 12:11
Project duration (approx.)
6 Months
Budget (approx.)
£700 / day
Level of Experience
Area of expertise
Operations, Strategy
Consultant location
United Kingdom
English (Essential)

Objectives and Key Deliverables

We are a UK based Transportation Company working on a rail franchise bid and are looking for an On-Train Customer Experience Specialist. The consultant would work onsite in our London office alongside our bid team for 6-7 months for 4 days a weeks starting from 19 February 2018.

Each Customer Experience 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.

• Collaborate with the Rolling Stock team to input to train specifications
• Develop our proposals to meet the client’s requirements regarding Wi-Fi connectivity on board trains
• Develop proposals to utilise connectivity to enhance the customer experience in terms of on board information, entertainment and customer support systems such as seat reservations and loading guidance for boarding and alighting
• Develop proposals for the future role of on-board staff to meet operational requirements and provide customers with a visible, helpful and proactive customer presence
• Produce plans to ensure a safe and secure environment is provided on board all trains
• Develop product propositions for Commuters, Business and Leisure travellers including the role of First and/or Business class
• Develop (in collaboration with specialist resource) our catering proposals for Long Distance Intercity and Regional train services
• Plans for achieving the NRPS benchmarks for on train
• Operational, revenue protection and security requirements (e.g. train despatch, on-train ticket checking/issue)
• Train/platform safety and accessibility management

• Proficient in Excel, PowerPoint, SharePoint
• Good understanding of the railway industry and franchising is desirable
• Project management experience is desirable
• Experience of deploying change within organisations
• Good understanding of rail franchise operations, franchise agreement and rail regulations surrounding customer service, consumer/accessibility rights, and managing/collaborating with the Trades Unions.

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