Head of Stations & Passenger Experience [Integrated Station]

Overview

Lead strategic improvement of passenger experience and station operations across key London, Reading and Bristol stations.

Key Responsibilities

• customer satisfaction
• station strategy
• asset management
• community engagement
• performance scorecard
• stakeholder collaboration

Tasks

-Develop and direct a transformational approach to improving customer satisfaction within Route Managed Stations, in line with Route vision -Develop and establish a stations strategy to evaluate and improve delivery at managed stations that positively impacts safety, asset management, the user experience, our reputation and retail income. -Provide leadership and direction to the managed stations teams. -Direct the delivery of community rail engagement, taking accountability for the achievement of strong relationships with Association of Community Rail Partnerships (ACRP). -Develop, lead and deliver a stations strategy, policy and plans in order to increase station Asset Management Capability / Knowledge to Improve Asset Performance and Customer Experience. -Develop and lead on a stations scorecard that drives all elements of performance within the stations to the satisfaction of stakeholders including the client and customers and delivers excellence in the quality of the station’s customer experience. -Build and develop a ‘right sized’ stations function incorporating all current teams/business units with station accountability (Works Delivery, Assets, Property, Comms, Safety, Performance, etc.). Develop and direct the appropriate governance to support the function. -Develop a strategy for the delivery of safety, operational, and financial objectives based on customer insights whilst demonstrating that the stations are leading exponents of the National Rail Security Programme. -Lead and direct all managed stations teams in developing collaborative relationships and plans with Train Operating Companies (TOCs), retailers, the business community, local authorities and other station stakeholders to deliver excellent customer service and realise business improvements, as measured by customer satisfaction surveys including National Passenger Survey. 9 . Develop a culture of professional and consistent management of the managed stations utilising be st industry practice across all aspects of the stations strategy and delivery.

Requirements

• asset management
• safety qualification
• budget management
• contract management
• railway knowledge
• change management

What You Bring

-In depth knowledge of stations asset management -Experience in operating within a unionised environment -Previous successful experience delivering transformational change programmes -Proven ability to develop short and long-term strategies -Understanding corporate governance e.g. procurement rules -Commercially astute, persuasive and customer focussed -Skilled in leadership and development of people within and across teams and functions including dealing with employee relations issuesand delivering customer service in a complex operational environment -Understanding railway industry structure and responsibility -Qualification in safety management -Successful experience of managing and preparing complex budgets -Substantial experience of managing contractual relationships -Successful experience in a customer service industry -Demonstrable excellent interpersonal skills -Understanding of business improvement processes -Proven ability to negotiate in a complex commercial environment

People Also Searched For

Benefits

-A subsidy of up to 75% on rail and underground season tickets if you travel to work on the train. -A range of Pension schemes to choose from -2 weeks paid reserve leave for the Armed Forces community. -In Wales and Western region, you will have the opportunity to join PROUD, our reward and recognition scheme where you can say thanks and recognise colleagues across the region who have demonstrated outstanding values and behaviours. -Privileged staff travel - Leisure travel discount of 75% on all leisure travel and includes family members. -Benefits package including healthcare offers, a cycle to work scheme, discounted healthcare club membership, and a discounted offers and benefits including childcare, healthcare and online shopping site. -GWR ticket alliance – Heavily discounted all day passes for you and up to 3 friends and family to use across the GWR network (20 passes per year) -5 days paid volunteering leave.

About Network Rail

-Responsible for managing the country’s railway infrastructure, playing a vital role in the UK's transport system. -Ensures the safe passage of trains through its management of critical railway assets. -Origins date back to 2002, when the rail infrastructure was brought into public ownership. -Based in Milton Keynes, it is a crucial player in delivering major transportation projects. -Typical projects include track renewal, station modernization, and large-scale electrification efforts. -Oversees one of the world’s most complex and busiest rail networks, with significant investment in improving connectivity across the UK. -Focuses on maintaining safety and operational efficiency through cutting-edge technology and engineering solutions. -Collaborates with train operators and local authorities to ensure seamless travel experiences for passengers. -Delivers the High Speed 2 (HS2) project, set to revolutionize rail travel in the UK. -Committed to improving sustainability and reducing the environmental impact of rail transport.

Sector Specialisms

Security Clearance

-all offers conditional on satisfactory pre‑employment checks. -must undergo and pass a drug and alcohol test; positive result results in 5‑year suspension for safety‑critical roles. -personal dedication to safety must be demonstrated on the application.