Why LNER?
We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we’re looking for the people who can deliver this, every day.
Since we took over on the East Coast mainline, we’ve been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.
Bringing passion. Being bold. Always caring. Owning it. They’re the values that make us LNER.
What you’ll be doing
As an On Train Experience Manager, you will provide visible, inspiring leadership to our On Train teams, driving a culture that delivers exceptional customer experiences on every journey. You’ll motivate and empower colleagues across your region, ensuring safety, service standards, and operational performance consistently exceed expectations. Working closely with key stakeholders, you’ll lead resource planning, manage costs and staffing levels, and use data insights to continually improve how we operate. You’ll play a central role in executing the LNER Customer Experience Strategy—championing our brand, nurturing high‑performing teams, and supporting a culture of excellence. You’ll also build strong relationships with employee representatives, collaborate on safety and performance initiatives, and oversee competence assessments to maintain the highest standards. This is a hands‑on, fast‑paced leadership role where your influence directly shapes the end‑to‑end experience our customers enjoy.
Key Responsibilities
* Provide visible, approachable leadership to On Train teams, setting a clear vision that drives excellent customer experience and delivers safety, environmental, performance, and financial targets in line with the LNER Business Plan.
* Lead, coach, and manage the performance of your team using LNER’s people management processes to ensure high standards and colleague engagement.
* Ensure delivery of a legendary end‑to‑end customer experience that reflects the LNER brand, supports a high‑quality environment, and enhances every stage of the customer journey.
* Work collaboratively with key stakeholders to plan and manage on‑train resources, ensuring effective headcount management, cost‑efficient staffing, and optimal operational performance.
* Partner with Safety, Performance, and Customer teams to define, implement, and participate in initiatives that create a culture of excellence for both colleagues and customers.
* Build positive, proactive relationships with employee representatives, ensuring meaningful consultation and maximising colleague engagement.
* Oversee and verify assessments and investigations completed by On Train Skills and Competence Managers, ensuring compliance and due diligence.
* Maintain a secondary competence role to support business resilience and contingency planning.
What you’ll need.
* Proven leadership capability in a high‑volume, customer‑focused environment, with demonstrable experience leading, coaching, and developing teams to high performance.
* Strong self‑motivation with excellent planning, organisational, and time‑management skills.
* Ability to role‑model company values and behaviours, setting high standards for others to follow.
* Flexible, resilient, and comfortable working in fast‑paced environments with changing priorities.
* Competent in interpreting data and insights to shape action plans and drive performance against key business metrics.
* Skilled at building and maintaining productive relationships with internal and external stakeholders, including Trade Union representatives and key business partners, to support continuous improvement.
* Substantial frontline customer experience expertise, ideally within a complex or mobile operation, supported by relevant qualifications or management experience.
* Strong understanding of safety management and the ability to uphold safety processes and requirements.
* Excellent communication skills, with the ability to influence, engage, and inspire colleagues at all levels.
* Good understanding of People policies and their practical application in day‑to‑day management.
* Working towards or holding Risk Assessor Practitioner status (or equivalent).
* Commitment to complying with all Safety Management System requirements.
* Numerate and analytical, with strong attention to detail and sound decision‑making skills.
* Ability to hold and maintain a secondary competence for contingency planning.
What you’ll get:
* Free travel on LNER + 75% off other companies’ tickets (for you & dependents)
* Discounted international train tickets (after one year’s service)
* 50% discount on LNER tickets for friends & family
* Generous pension scheme
* Annual cycle to work schemes
* Discount, savings and cashback scheme from top retailers
* Health & wellbeing schemes and discounts
* Host of training opportunities to help further your career
* Rewards & awards to recognise when you shine
What we believe:
To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what’s right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.
We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you’re at LNER, you can always be you. No wonder most people never want to leave!
Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.
Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.
Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.
What next?
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!
Start your journey here
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