Station Customer Experience Manager

Station Customer Experience Manager – 12 Month Fixed‑Term Contract

Location:

Leeds, GB

Department: EJ Property Operations / National Stations / Leeds (752209) G5

Network Rail is dedicated to keeping passengers and freight moving safely and efficiently across the country. Our team plays a vital part in building a better, more connected railway.

The role demands senior critical station operations leadership. The candidate will inspire and lead their team, uphold safety and compliance, and ensure the station meets high‑performing business, industry and DfT requirements. They will provide clear strategic direction, oversee safety processes, security arrangements, operational standards and incident response capabilities.

The role is fast‑paced, may require support outside regular hours and will involve cross‑industry planning under the G  reform. The candidate must shape the future of the station, set and drive an operational vision, embed learning and standards frameworks and safeguard continuity during the forthcoming changes.

• Lead and develop a clear vision & strategy for delivering an excellent customer experience across the managed station.
• Propose, organise and deliver a future programme of customer service training for the managed station and all staff.
• Lead and develop a clear dashboard of customer satisfaction measures with regular monitoring and refinement to deliver agreed annual targets.
• Champion customer service excellence within  at the managed station, becoming the recognised centre of excellence.
• Work with train operators, stakeholders and other colleagues to prepare master plans that deliver the best operational and customer environments.
• Lead the development of the stakeholder engagement strategy in conjunction with station colleagues, TOCs and passenger groups.
• Manage key stakeholder relationships and related processes, including funders and the regulator, always considering the impact on station customers.
• Represent  in all customer service issues, linking with all relevant stakeholders to raise standards.
• Work closely with  and the Head of Operations Delivery to promote and create great station environments through comprehensive stakeholder engagement, master planning, design and endorsement prior to delivery.

• Qualified to degree level or equivalent.
• Professional qualification relating to customer service.
• Comprehensive knowledge of delivering excellent customer service across different sectors.
• Astute, inspirational, persuasive and customer‑focused.
• Evidence of researching, promoting and delivering a world‑class customer‑service strategy.
• Awareness of latest customer‑service best practice with excellent cross‑sector customer‑service contacts.
• Excellent interpersonal skills and effective team leader with proven presentation skills.
• Proven ability to influence at all levels.
• Team player.

• Knowledge of relevant contacts and up‑to‑date best practice.
• Proven ability to drive forward the delivery of complex national programmes.
• Substantial experience of delivering customer‑service success.
• Record of winning customer‑service awards.

Salary:
Band 2B, £71,163 – £84,437.

Benefits –  to view details.

Closing date: 27 January 2026 – Late applications will not be accepted; the role may close early if we receive a high number of applications.

Apply now to apply.

All offers of employment are conditional upon satisfactory completion of pre‑employment checks.

Some roles may require face‑to‑face drugs & alcohol testing.

• Seniority level:
  Mid‑Senior
• Employment type:
  
  Full‑time
• Job function:
  Other
• Industries:
  Rail Transportation