Overview
East Midlands Railway are hiring a Customer Experience Strategy & Governance Manager to support the Customer Experience Director in delivering a safe, reliable and industry-leading customer experience across our network.
What you’ll be doing
* Owning and driving the Customer Experience Directorate Strategy, with clear plans, KPIs and governed reporting
* Leading and coordinating cross-functional strategic programmes and workstreams
* Designing and maintaining effective governance frameworks, aligned to EMR PMO standards
* Creating real-time performance dashboards to enable data-led decision making
* Managing key senior stakeholders across EMR, DfT and contractual partners
* Producing high-quality board papers, briefings and regulatory submissions
* Supporting annual business planning, budgeting and prioritisation
* Championing continuous improvement, digital innovation and sustainability
If you thrive on delivering strategically, establishing and implementing data-led governance throughout a complex and fast-paced environment, reporting directly to the CX Director, then this could be your opportunity to make a real difference.
About you
* Strong experience in customer strategy, governance or compliance, ideally in a regulated environment
* Excellent communication, influencing and stakeholder management skills
* High attention to detail and the ability to produce executive-level outputs
* Confidence using data, dashboards and insight to drive performance
* Experience supporting senior leaders and executive teams
* Continuous improvement or project management qualifications (Lean, Six Sigma, APM) are desirable but not essential.
Why join us?
This is a fantastic opportunity to play a central, strategic role in shaping how customer experience is planned, governed and delivered at East Midlands Railway — with real visibility, influence and impact.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Industries
* Rail Transportation
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