Customer Experience Strategy and Compliance Manager
Customer Experience (CSC)
Location:
Derby - Head Office
Contract Type:
Permanent
Salary:
£55,000 - £62,700 dependent on experience
Closing Date:
Monday 18 August 2025
Interview Date:
To be confirmed
Reference:
2025-CXSCM-R
We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers, doing the right thing and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and our Customer Experience team make a crucial contribution to this.
Nine times accredited as a Top Employer and Gold accredited for Inclusive Employers Standards, we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.
Are you passionate about delivering exceptional customer experiences and driving strategic change in a dynamic, fast-paced environment?
We have a new and exciting opportunity to join East Midlands Railway as a Customer Experience Strategy & Compliance Manager, where you'll lead key initiatives that shape the future of our customer experience - while ensuring we meet the highest standards of compliance, performance, and contract delivery.
What You'll Be Doing:
As the CX Strategy and Compliance Manager you will:
* Deputising for the Head of Customer Experience as part of the Business succession plan, taking a senior leadership role in strategic discussions, negotiations and stakeholder engagement - we're looking for someone exceptional to step up and provide consistent strength in the team.
* Design and implement customer-centric strategies across catering, ticketless travel, and wider customer experience functions
* Manage a variety of contracts and third-party suppliers - including uniforms, catering and customer experience systems - ensuring strong commercial performance, contractual understanding and compliance, and alignment with business goals
* Use customer insights and market trends to make data-led decisions that boost satisfaction, advocacy, and loyalty
* Lead strategic CX projects, enhancing the customer journey and improving our Net Promoter Score
* Oversee the Performance Based Fee Scorecard, attend key stakeholder meetings, and lead negotiations and support regulatory reporting
* Provide governance and leadership on customer experience elements within the National Rail Contract, including leading the annual business planning process
* Empower and lead a high-performing team, supporting their development, well-being and future talent pipeline
* Provide strong influencing skills to take the wider Customer Experience Directorate and Business on the journey to success
* Support the navigation for CX through our exciting 810 fleet implementation, and transition into Nationalisation.
This is a role that blends strategic thinking with contractual compliance and operational delivery. You'll be expected to take ownership of key customer initiatives, while also being ready to respond to evolving priorities and regulatory requirements. Managing contracts will be a central element - not just administratively, but as a proactive partner ensuring supplier relationships deliver value, quality and continuous improvement.
You will work closely with internal departments and external stakeholders alike, playing a pivotal role in ensuring that EMR delivers an exceptional experience at every stage of the customer journey. Whether it's presenting performance updates to senior leaders, leading contract negotiations, or stepping in to represent the Head of Customer Experience, your ability to influence and lead will be critical.
What We're Looking For:
* Proven experience in customer experience strategy, compliance, or related fields
* Significant experience in managing multiple contracts and supplier relationships
* Strong commercial acumen and ability to navigate contractual and regulatory requirements
* Ability to write articulate, award winning submissions
* Skilled in using customer insights to inform strategic decisions
* Excellent stakeholder management and communication skills
* A confident leader and team developer with a proactive, solutions-focused approach
* Knowledge of railway operations and regulatory frameworks is desirable but not essential
You'll need to be comfortable operating at a senior level and trusted to deputise as needed. This means bringing credibility, sound judgement and the ability to represent the wider Customer Experience function with confidence. Strong interpersonal skills and the ability to form collaborative partnerships across diverse teams and stakeholders will help you succeed.
This is a great opportunity for someone looking to broaden their leadership experience and play a visible, strategic role in shaping the future of customer experience at EMR.
As we operate a blind screening process, please remove your name and personal details from your CV (this includes, name, age, location, gender, DOB etc) #J-18808-Ljbffr