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London North Eastern Railway provided pay range
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Direct message the job poster from London North Eastern Railway
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.
Are you on board?
Are you passionate about driving digital transformation and enhancing customer experiences through innovative digital solutions? At LNER, we're looking for a Product Optimisation Manager to manage, maintain, and optimise our digital systems, ensuring seamless operations and continued growth across our digital services and infrastructure.
In this pivotal role, you'll play a key part in supporting the development of digital products that enhance the customer journey and encourage the adoption of LNER's—and the wider industry's—digital channels. You'll combine a deep understanding of rail systems with a digitally savvy approach, proactively identifying and resolving issues while adapting quickly to new technologies and business needs.
We're looking for someone who's highly organised, detail-oriented, and a confident communicator—capable of working collaboratively with internal teams, external suppliers, and industry stakeholders to deliver reliable, secure, and high-quality digital solutions.
Please note this is a 12 month fixed term contract.
Within this role you'll also:
* Act as an in-house expert on core digital products including retail, rail operations, and customer relationship management systems.
* Maintain a second-line help desk, providing day-to-day support on ticketing and retail queries. Document processes and ensure business continuity procedures are in place.
* Monitor and maintain digital devices used across the business, implementing maintenance plans to optimise lifespan.
* Use automation tools to streamline administrative tasks and improve operational efficiency.
* Liaise between LNER and suppliers to safeguard product integrity, define user needs, scope changes, support testing, and provide expert guidance.
* Ensure clear, accurate guidance is available for key products (e.g. fares, rostering, customer data) in line with legal and industry standards.
* Support the delivery of LNER's digital vision and service strategies, collaborating with internal teams and external partners as a subject matter expert.
* Engage with frontline teams to provide training, briefings, and support for digital change implementation.
* Develop and manage back-office processes to support retail promotions, marketing campaigns, and colleague engagement initiatives.
* Provide SME input on future digital projects and strategy, staying abreast of industry developments and maintaining product accreditation through engagement with RDG and regulatory bodies.
* Drive continuous improvement by gathering feedback from users and identifying areas for enhancement.
* Hold a secondary competence role to support contingency and resilience planning.
What you'll need:
* Specialist knowledge or strong appreciation of rail ticketing and fares, including familiarity with industry systems such as Fares, NRS, NRE, LSM, or relevant digital platforms.
* Digitally savvy, with experience working with customer-facing digital products (e.g. websites, apps, CRM systems), and an understanding of their role in supporting business and customer needs.
* Highly organised and detail-oriented, with the ability to monitor system performance, manage digital devices, document processes, and ensure data accuracy.
* Strong communicator, confident engaging with stakeholders at all levels—from frontline teams to industry bodies—and capable of translating technical information into clear guidance.
* Analytical and proactive problem-solver, skilled in identifying root causes, scoping change, supporting UAT, and driving continuous improvement across digital systems.
* Collaborative team player, comfortable working across functions and with suppliers to deliver LNER's digital strategy and maintain product integrity.
* Adaptable and quick to learn, with the flexibility to adopt new technologies, support regulatory compliance, and contribute to contingency planning as needed.
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
* 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.
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?
Start your journey here - Apply now!
Disclosure and Barring Service (DBS) Check
If you are successful in your application and are new to the business, we will undertake a basic DBS check as part of our pre-employment checks. This only happens once we have conditionally offered you the job. Here we check for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there is evidence of an unspent conviction or conditional caution, the details of these are reviewed internally by a cross functional panel on a case by case basis before a final offer of employment is issued. This however may result in any offer being withdrawn. Further information on how we collect and use this data is available on our privacy notice.
Medical screening
We're a safety conscious business so for all roles you'll need to pass a medical screening and a drugs and alcohol test before we send you an unconditional job offer. For our safety critical roles, you'll also need to have a safety critical medical. Our friendly, in-house Health and Wellbeing team will book a time and place to suit you. The sooner, the better, so please be flexible with your availability. Once your medical gets the thumbs up, we'll finalise any last details and look forward to you joining our team.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Contract
Job function
* Job function
Product Management
* Industries
Rail Transportation
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