Job title - Customer Experience Executive x 2
Contract type - Permanent
Salary - £32,000 - £40,000 (dependent of experience)
Location - Palestra / Hybrid
Overview of project/role
Do you want to make a difference to the lives of everyone who lives, works or visits London? If so, then we have two wonderful opportunities in the Customer Experience team here at Transport for London (TfL).
In a world of rising customer expectations and changing travel habits, it’s more important than ever that we put the customer at the heart of our business to achieve our ambitious goals and our vision of being a strong, green heartbeat for London.
The Customer Experience team use customer, stakeholder and operational insights to map, shape and define customer journeys across our network. We work in partnership with our internal and external stakeholders to translate these customer needs into programmes of work that will deliver tangible improvements across our complex and expansive network.
So, we are looking for someone who is: customer focused, analytical, creative, strategic, a first-class communicator who possesses excellent stakeholder management skills, and a natural influencer who can bring people together to deliver results.
The Customer Experience team sits within the wider Customer Insight, Strategy and Experience (CISE) team which reports to the Chief Customer Officer. There are two opportunities available – one in our Accessibility and Inclusion team, and one in our London Underground team. While your workload and projects will change depending on priorities, below are examples of the kind of work we need you to work on:
- Champion accessibility and inclusion throughout Transport for London by creating and delivering an internal communications plan
- Monitor, respond to, and identify actions from customer feedback and customer insight
- Coordinate and manage key meetings, and track progress of actions
- Be a strong voice for our customers – internally and externally
- Work on projects which range from; Ending Violence Against Women and Girls, to improving the safety of our network, to promoting our accessibility services to customers, to improving customer information and the overall service we provide.
For the Accessibility and Inclusion role, knowledge of accessibility and inclusion issues is desired but not essential – however demonstrable interest, a willingness to learn, passion, and a determination to help improve the accessibility and inclusivity of our transport network is crucial.
Both roles will also be required to work flexibly across the entire CISE team, depending on priorities. This means we need someone who can effectively manage their workload, has an agile mind and attitude, and has great collaboration skills. Working in this matrix way will allow you to get involved in a range of projects and network across a 50-strong team.
Please state in your covering letter which position you are applying for, or if you’d like to be considered for both roles.
Key Accountabilities
- Be a trusted advisor to the team and wider business on customer needs – bringing knowledge / insight / strategic awareness of what our customers want, and flagging impacts on customers before decisions are taken
- Engage with key external stakeholders e.g., accessibility and inclusion stakeholder groups, service delivery companies and third-party operators to understand, influence and facilitate the delivery of key customer initiatives
- Design, own and drive key customer experience projects, working alongside the wider team and operational teams, including project management / delivering actions / managing stakeholders’ expectations / project evaluation and review.
- Work alongside Customer Experience colleagues from across the team, sharing and learning from best practice and implementing it consistently across our public transport network
Skills:
- Good collaboration, influencing and stakeholder management skills
- Strong project management skills
- Excellent written and oral communication skills, and the ability to adapt your communication style to different audiences
- Political awareness of wider impacts across an organisation and external to an organisation
- Ability to make evidence-based decisions and turn decisions into action
Knowledge:
- Understanding of customer strategy and how to translate it into actionable customer programmes
- Understanding of the basics of customer behaviour change and how to influence customers
- A good understanding of how to interpret customer trends and insight
- Demonstrable interest and / or understanding of accessibility and inclusion issues, best practice and relevant Government guidelines and legislation
Experience:
- Demonstrable experience of influencing to achieve best customer outcomes
- Experience of navigating a complex organisational landscape and balancing agendas to ensure the customer is kept top of mind
- Experience of developing, tracking, delivering and evaluating customer projects and initiatives
- Experience of developing proposals and presenting to diverse audiences
Equality and Diversity
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
Application Process
- Please apply using your CV and a cover letter (no longer than 2 sides).
- Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter.
The closing date for applications is Friday 19th May 2023 @ 23:59
We reserve the right to close the campaign early
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:
- Final salary pension scheme
- Free travel for you on the TfL network
- A 75% discount on National Rail Season Ticket and interest free loan
- 30 days annual leave plus public and bank holidays
- Private healthcare discounted scheme (optional)
- Tax-efficient cycle-to-work programme
- Retail, health, leisure and travel offers
- Discounted Eurostar travel