Date: 11 Feb 2026
Location: Palestra, TfL Corporate
Company: TfL, GLA or OPDC
Job Title: Customer Experience Manager (two positions available)
Salary: £59,511
Band : 3
Position type: Full time
Contract: One permanent contract and one 12-month fixed term contract
Location: Palestra with hybrid working
Job purpose
Can you help shape the future of travel in London, moving it forward safely, inclusively and sustainably?
Transport for London is the life blood of the city, connecting millions of people every day and linking communities, businesses, and landmarks across London. We put our customers at the heart of everything we do. That means constantly innovating and improving their experience while ensuring our network remains safe, accessible, and reliable for everyone.
As part of our team you could be working across different modes of transport, helping plan and drive improvements to London Underground one day or the Docklands Light Railway the next. We keep London moving, and you can be an integral part of this as we shape our future.
In this role you will:
* Develop and champion a deep understanding of operational requirements, and integrate this with insights and expertise from the Customer Insight, Strategy & Experience team and colleagues across the Customer function.
* Identify existing and emerging customer and business needs and translate these strategic priorities into achievable operational actions which are most important to our customers.
* Influence and own complex initiatives, facilitating collaboration and leveraging resources from across the organisation to achieve high-quality customer outcomes and delivery of our Customer Strategy.
* Collaborate with stakeholders across the organisation driving them to put customer at the heart of their plans and decision making.
There are two vacancies available. While our Customer Experience Managers can be expected to work flexibly across different portfolios, these two roles will predominantly be based in the following teams;
* London Underground (fixed term contract)
* Accessibility and Inclusion (permanent contract)
Key accountabilities:
* Be a trusted advisor on all-things 'customer' – bringing knowledge / insight / strategic awareness of what our customers want, flagging impacts on customers before decisions are taken and recommending activities to support the Customer Strategy.
* Compile a complete understanding of the requirements of customers, by working with the Insight and Strategy team, keeping abreast and understanding the implications of relevant best practice and customer service policy to improve the experience for new and existing customers.
* Work with operational teams to compile a forward look of strategic customer opportunities, ensuring we, as the customer rep, are involved upstream in shaping requirements.
* Own and drive key customer projects, working alongside the operational teams, through programme management / delivering actions / managing stakeholders' expectations / project evaluation and review. This could include initiatives such as reducing customer related safety incidents, helping to provide welcoming ambient stations, re-focussing our customer service staff on how to deliver consistently good customer service.
* Proactively develop and maintain positive working relationships with colleagues across Customer and operational teams. Ensure continuous and effective two-way conversations between Customer and the delivery businesses, prioritising achievement of customer gain points and efficient use of budget to deliver customer focused outcomes.
* Preparation of detailed customer focused business cases for funding approval by senior customer steering groups, ensuring alignment to the Customer Strategy and inputs into financial control of project budgets ranging between £250K to £1m+.
* Engage with key external stakeholders e.g. customer stakeholder groups, service delivery companies and third-party operators to influence and facilitate the development of the Customer Strategy and delivery of key customer initiatives.
* Attendance and contribution to various steering / working / integrated groups, sharing appropriate insight and operational concerns / updates.
* Work alongside Customer Experience colleagues from across other modes, sharing and learning from best practice and implementing it consistently across the public transport network.
Key interfaces:
Internal:
* Directors and senior managers within operations and across TfL – communicating consistently what good looks like to customers; acting as a customer experience role model; delivering customer goals and re-engineering processes to meet them; and demonstrating customer focused behaviours to frontline staff
* Operational teams, understanding their barriers and challenges to success, and using them as your delivery partners
* Senior customer steering groups – providing information and contributing to Customer Strategy in a coordinated way across TfL, so that delivery plans add together to meet pan-modal customer needs
* Other leads in Customer - working in partnership to deliver customer-focused, pan-TfL outcomes
External
* Operational delivery partners – e.g. third-party operators
* Stakeholder groups, including managing directors, directors and senior managers –vigorously and consistently communicating what 'good' looks like to customers; acting as customer experience advocates and role models; delivering customer goals and demonstrating customer-focused behaviours to frontline staff
* Leaders from comparable industries - exchanging information on customer needs and influencing best practice in customer experience
Skills, knowledge & experience:
Passionate about customer, you will need to work, often at pace, with stakeholders and delivery partners across multiple disciplines and functions in a connected, collaborative way to embed a customer culture and drive customer-focused improvements.
Skills:
* Excellent collaboration, influencing and stakeholder management skills (essential)
* Strong organisational / programme management skills (essential)
* Excellent written and oral communication skills, and the ability to adapt your communication style to different audiences (essential)
* Ability to make evidence-based rational decisions and turn decisions into action (essential)
* Political awareness of wider impacts across the organisation and external to the organisation (desirable)
* Ability to achieve results through others (desirable)
* Good understanding of customer strategy / business strategy, and ability to translate that for operational colleagues (desirable)
* Skills in writing and developing business cases (desirable)
Knowledge:
* A degree in a relevant subject or equivalent professional qualifications or suitable professional experience (essential)
* Strong understanding of TfL's strategic context and operations or related principles that can be applied from equivalent organisations (essential)
* Understanding of how to develop customer strategy and translate this into an actionable and impactful delivery programme (essential)
* Understanding of the basics of customer behaviour change and how to influence customers (desirable)
* Familiar with the complex transport operating environment, operators' and customers' needs (desirable)
* A practical understanding of business change and project management methodologies and how this can apply to delivery of change in a complex operational environment (desirable)
* Strong commitment to driving business performance, reliability and financial efficiency (desirable)
* A good understanding of social inclusion/exclusion issues, best practice and relevant Government guidelines and legislation (desirable)
Experience:
* Experience of leading, developing, planning, tracking, delivering and evaluating customer programmes and initiatives (essential)
* Proven ability to achieve results through matrixed resources within a complex multi-stakeholder environment (essential)
* Experience of navigating a complex, politically driven landscape, and balancing agendas to ensure customer is kept top of mind (desirable)
* Demonstrable experience of influencing at a senior level to achieve best customer outcomes (desirable)
* Experience of developing proposals and presenting to diverse audiences including senior managers, staff and industry partners (desirable)
* Experience leading the development of business cases in support of investment programmes or funding approval (desirable)
* Experience of defining problem statements, root cause analysis and developing strategic approaches to tackle customer pain points (desirable)
Application Process
* Please submit a copy of your CV only (no covering letter required) alongside your answer to the following technical question:
* Tell us about a customer strategy or programme you have led and delivered. Describe your role, how you translated the strategy into practical actions, and how you planned, delivered, and measured its impact (maximum 500 words).
* PDF format preferred and do not include any photographs or images
* Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and technical question.
The closing date for applications is 13th of February 2026 @23:59
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:
* Final salary pension scheme
* Free travel for you on the TfL network
* Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
* 30 days annual leave plus public and bank holidays
* TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
* Private healthcare discounted scheme (optional)
* Tax-efficient cycle-to-work programme
* Retail, health, leisure and travel offers
* Discounted Eurostar travel
NPL Applications
Applications to internally advertised roles can only be accepted from temporary workers who are on PAYE terms via agency, or PAYE via Umbrella Companies. Temporary workers who are paid through their own limited companies are not covered by the Agency Worker Regulations and are ineligible to apply.
NPL members of staff are not eligible to apply to secondment opportunities
Equality and Diversity
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair