Lead the future of customer experience at GTR.

We are seeking a forward-thinking and visionary Head of Customer Experience to lead the transformation of customer experience across the UK's largest and most complex rail networks.

This is a high-impact leadership role where you will shape and deliver an industry-leading, inclusive customer journey, ensuring customer‑centric thinking is embedded across every aspect of our service, from planning to delivery. You will play a pivotal role in strengthening our reputation, enhancing service quality, and driving long‑term customer loyalty within a fast‑paced and highly regulated environment. This is a unique opportunity to shape how millions of customers experience rail travel, driving innovation, championing accessibility, and delivering meaningful, customer‑focused change at scale.

Working closely with senior leaders and industry stakeholders, you will lead the development of customer insigh...