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.
Are you on board?
At LNER, our customers are at the heart of everything we do and listening to them is vital to shaping the future of our service. We're looking for a Data Product Owner - Voice of the Customer (VoC) to take ownership of our customer survey capabilities and turn feedback into powerful insight that drives real change.
As the single point of accountability for our survey platforms, programmes, and reporting, you'll ensure we capture the customer voice through robust methodologies, innovative tools, and actionable results. You'll design and evolve survey frameworks, lead the delivery of new initiatives, and make sure insights are embedded in decisions across the business — from operational improvements to long-term strategy.
We're looking for someone with strong product ownership experience, deep knowledge of survey design and data quality, and the ability to balance strategic priorities with operational delivery. Skilled at engaging stakeholders and confident in using survey and BI tools, you'll be able to present findings clearly and persuasively, helping us shape a customer experience that truly sets LNER apart.
Within this role you'll also be involved in;
* Take ownership of LNER's customer survey platforms, ensuring they're configured, maintained, and optimised to capture the customer voice effectively.
* Lead the design and delivery of our survey programmes, from ad-hoc research to ongoing tracking studies, ensuring they meet business needs and drive meaningful insights.
* Shape and manage the Customer Survey Roadmap, aligning activity with business priorities, regulations, and best practice.
* Guarantee methodological rigour in every survey, producing reliable data that can be trusted to guide decisions.
* Partner with stakeholders to define objectives, audiences, and success measures, making sure surveys deliver maximum value.
* Translate survey data into insight by producing clear, engaging dashboards, reports, and presentations tailored for different audiences.
* Build and manage relationships with external survey suppliers, ensuring quality, compliance, and value for money.
* Continuously review and improve survey processes, tools, and techniques to make them more efficient, accurate, and user-friendly.
* Act as a champion for the customer voice, guiding colleagues to use insights in both day-to-day operations and long-term strategy.
* Keep an eye on emerging trends in survey technology and research, bringing innovative ideas into LNER's approach.
* Ensure every survey is conducted with the highest standards of data protection, privacy, and ethical research.
What you'llneed:
Essentials
* Proven experience running customer survey programmes and platforms at scale.
* A strong grasp of survey design, data collection methods, and ensuring statistical validity.
* The ability to turn survey findings into clear, actionable recommendations.
* Hands-on experience with survey tools such as Medallia, Qualtrics, or similar platforms.
* Confidence in using BI tools like Power BI or Tableau to bring data to life and drive insight.
* Excellent organisational skills, able to manage multiple survey projects at once.
* Strong stakeholder engagement skills, with the ability to communicate insights clearly and persuasively.
Desirables
* Experience working within or and understanding of transport, travel, or leisure industries.
* Knowledge of text analytics and sentiment analysis techniques.
* Familiarity with CX frameworks such as NPS, CSAT, or CES.
* Experience applying agile methods to research or survey delivery.
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.
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.
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