Job Description

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Brief Description

We are currently recruiting for a Stations Transformation Insights Lead to join the team at London Puddle Dock. In this role you will be expected to analyse passenger feedback to gain insights to inform the stations transformation programme and decision making, in relation to the customer experience, within the routes managed stations.

About the role (External)

Key Accountabilities

\xc2\xb7 Develop appropriate communication media with the purpose to inform and educate the route with customer needs.

\xc2\xb7 Manage the utilisation of passenger feedback, insights and analysis to develop a one team customer approach in collaboration with the TOCs.

\xc2\xb7 Input to the development of the stations transformation programme activities and strategies so that deliverables align to customer satisfaction initiatives.

\xc2\xb7 Lead the provision of management information through appropriate channels using up-to-date reports on station research findings and other relevant insights.

\xc2\xb7 Lead the review and analysis of the Network Rail Passenger Survey and TOC customer satisfaction surveys to understand and identify areas for improvement.

\xc2\xb7 Identify new channels of passenger feedback, such as social media and incorporate into the stations transformation programme.

\xc2\xb7 Manage the implementation of agreed changes to deliver tangible benefits and improvements to overall customer satisfaction including Network Rail Passenger Survey results.

\xc2\xb7 Analyse all stations customer research activities in a structured, open and consistent manner, working closely with station managers to deliver activities to time and to budget.

Job Skills, Experience and Qualifications

Essential

\xc2\xb7 Successful experience of developing and presenting new concepts

\xc2\xb7 Ability to demonstrate strong verbal and written communication skills

\xc2\xb7 Ability to demonstrate excellent analytical skills

Desirable

\xc2\xb7 Educated to degree level

\xc2\xb7 Knowledge of/experience in the UK rail industry.

\xc2\xb7 Customer Insights background

How to apply (External)

Salary and benefits:

• Salary \xc2\xa335,582 to \xc2\xa340,029 dependent on skills and experience of successful candidate.
• A London weighting of \xc2\xa33,270 pro-rata
• Pro-rata annual leave entitlement
• My benefits - our discounted online shopping site
• A range of discounted offers including, childcare vouchers, healthcare offers - cycle to work, healthcare club discounted membership and other benefits
• Subsidies of up to 75% on rail and underground season tickets
• 75% discount on leisure travel
• A choice of contributory pension schemes
• 2 weeks paid reserve leave for our Armed Forces community

Closing date: 20.07.2023 - Late applications will not be accepted.

Click apply now to apply.

Remote working opportunity! this role requires working in the office 3 days a week

Drugs and Alcohol Standard:

Our Drugs and Alcohol Standard is changing as of 16.01.2023. All prospective candidates who have not been offered a conditional role by 16.01.2023 will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.

You can visit for advice on accessibility support if you\'re unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.

Network Rail Benefits -

All offers of employment are conditional upon satisfactory completion of pre-employment checks.

Network Rail