Customer Experience Operations Project Manager
About the role
An exciting opportunity has arisen for a Customer Journey Operations Lead to help support an exciting new programme.
My Client, a global transport operator, are looking for a Customer Experience Operations Lead to provide project support to the Programme Lead on a modernisation programme that will transform the ways in which you and I will travel and engage with such businesses.
Reporting to the Programme Manager, you will be responsible for helping to design, innovate and implement the future customer experience delivery model.
You will work closely with a team and TFL to ensure that proposals are robust and deliver the aims contained within the future vision of customer journey.
This person will provide support, attending Trade Union meetings and help to bring the business together in a cohesive manner, opening up and maintaining communication channels across the business.
You will have significant operational experience gained from working in hands-on customer experience managerial roles, ideally within rail.
Ideally, you will have at least one project management qualification or equivalent experience.
You must be able to demonstrate extensive experience in the following areas: -
- Health and safety policies/procedures
- Railway ops
- Systems, processes/procedures relevant to customer service delivery
- Customer service T&C’s
- Customer service rostering principles/design
- Trade Union machinery, working with reps and consultation/negotiation experience
- Modelling costs and managing budgets.
Excellent communicator with high level influencing skills, along with strong attention to detail and the ability to prioritise effectively.
You must be able to build relationships at all levels, both internally and externally.
If interested please send over your updated CV and I shall call all shortlisted candidates.