CX Strategy Impact Manager York, England
Job description
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?
What you'll be doing
As LNER's CX Strategy Impact Manager you will love data as you will be using data from numerous sources available to you to provide an insight and paint a picture of delivery against the LNER vision, strategy and business plan.
You will need to be a great team player with the ability to work collaboratively with other key stakeholders as you will be using the information and data to make intelligent decisions in conjunction with other team members. You will also love working to goals and objectives, setting any that aren't in place, to create good governance practices to highlight instances of errors and problems.
You will work with CX team to flag any potential issues responding quickly and appropriately, prioritising the right actions and measuring the impact and improvement. Your role as CX Strategy Impact Manager is to tell the CX Story –translating and articulating a simple picture from a complex range of data and insight, using this to drive the right actions and outcomes and helping the directorate to celebrate success
What you'll need:
- To be highly numerate and analytical with a passion for finding ‘truth in the data'
- The ability to communicate in a simple and compelling style that generates understanding and confidence
- Ability to create and manage operational governance frameworks
- Demonstrable passion around excellence in customer experience
- Have highly developed relationship building, stakeholder management and influencing skills
- Excellent Microsoft office skills
- Excellent communication and report writing skills
- Experience of working to deliver against KPI's and other business plan measures
- A Continuous Improvement qualification such as ‘Lean' would be desirable
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
