Head of Customer & Revenue Strategy

About DFT Operator

Join Our Team at DFTO

DFTO is the government’s public sector rail owning group. Its purpose is to bring all currently privately-owned train operators into public ownership in advance of the creation of Great British Railways in 2027 - and deliver improvements in the here and now by unifying and integrating train operations under common public ownership.

DFTO has over 30,000 employees, runs over 11,000 services a day and delivers over 930 million customer journeys across its networks every year. 7,000 people joined the railway family in the last year

Major improvements are being delivered by DFTO train operators (TOCs) that are already under public ownership - these are LNER, Northern, Trans Pennine Express (TPE), Southeast, South Western Railway (SWR), c2c, Greater Anglia, WM Trains and GTR.

We work closely with the DfT but operate independently with our own governance and leadership teams. Our priority is ensuring efficient, dependable rail services for everyone.

This is a rare opportunity to lead the strategy that will influence how the rail industry attracts customers, grows revenue and delivers better outcomes for passengers.

As Head of Customer & Revenue Strategy, you will lead the development of the industry's customer and revenue growth priorities, bringing together commercial, customer, market and revenue insight to shape the future direction of Britain's railway. Working across train operators, Network Rail, industry bodies and government stakeholders, you will build alignment around a shared strategy that drives sustainable growth and improved customer outcomes.

This role sits at the heart of rail reform and offers a unique opportunity to influence national strategy during a period of significant industry transformation. You will work directly with senior leaders across the sector, providing strategic leadership on some of the most important commercial and customer challenges facing the railway today.

For the right candidate, this is an opportunity to leave a lasting legacy: shaping national priorities, influencing industry investment decisions and helping create a more customer-focused and commercially successful railway.

You will set the strategic direction for customer and revenue growth across the rail network, leading a high-performing team responsible for developing market-led strategies, evidence-based propositions and industry-wide interventions that improve customer outcomes and grow revenue.

A key part of the role will be leading the evolution of the Passenger Revenue Optimisation Plan (PROP) into a broader customer and commercial strategy for the rail network, making sure priorities are insight-led, deliverable and aligned to wider organisational objectives.

You will also be responsible for driving the National Marketing Strategy, working closely with train operators and industry partners to maximise the impact of industry investment and create stronger, more coordinated customer engagement across the network.

This is a highly visible leadership role requiring strategic thinking, commercial acumen and exceptional stakeholder management. Success will depend on your ability to influence across organisational boundaries, build industry consensus and turn strategic ambition into meaningful outcomes.

• Leading the development of the industry Customer and Revenue Strategy, creating clear priorities that drive sustainable growth and improved customer outcomes across the rail network.
• Shaping the future direction of the Passenger Revenue Optimisation Plan (PROP)
• Developing evidence-based recommendations, business cases and strategic interventions using customer, market and revenue insight.
• Leading the development and optimisation of the National Marketing Strategy.
• Building alignment and securing commitment from senior stakeholders across train operators, Network Rail, Integrated Railways, Rail Delivery Group and wider industry partners.
• Providing strategic advice, challenge and recommendations to executive leaders on commercial opportunities, customer priorities and investment decisions.
• Monitoring industry…