Duty Customer Experience Manager; Talent Pool

Duty Customer Experience Manager

As a Duty Customer Experience Manager, you will play a key leadership role within the Control Centre, shaping how our customers experience the railway in real time, especially when it matters most.

This role is about turning complex operational information into clear, timely and meaningful messages that support customers and frontline colleagues. You'll lead the customer experience response during disruption, creating and managing customer plans that balance operational realities with customer needs.

You'll work closely with colleagues across Service Delivery, taking a proactive approach to improving how we communicate, how we plan for disruption, and how we deliver a consistent, trusted customer experience. As a leader on shift, you'll also guide and support the Customer Information Controller and Customer Experience Controller, helping the team perform at its best in a high‑pressure environment.

• Working in our busy Control Centre, you'll be responsible for the real-time provision of customer information, specifically translating operational information into useful messages for our customers and frontline teams.
• You will be responsible for communicating the LNER customer plan using a variety of systems to internal and external stakeholders.
• You will lead the delivery of our real-time customer experience, providing effective customer contingency plans as required. During periods of service disruption you will be responsible for creating and managing the customer plan.
• You will look for ways to continually improve the provision of customer information and customer experience plans to help drive an enhanced service to our customers.
• As a key leader within the team, you will manage the Customer Information Controller and the Customer Experience Controller on shift.

• Excellent communication skills, both written and verbal.
• A strong customer focus.
• Sound IT skills.
• A proven leader.
• Experience of working successfully under pressure.

Please note this is a rostered management position, an example of the current shift pattern is as follows:

• Early 06:15-14:30
• Late 13:45-22:00
• Night 21:15-06:50

This role is based in the York Rail Operating Centre and cannot be undertaken remotely.

If this sounds like you, then we want to hear from you. Our people are our greatest asset and we are always on the look out for new talent.

We look forward to reading over your application.