Key Notes
Across Southeastern’s network, you’ll lead Southeastern’s customer strategy and operational delivery across 181 stations and more than 1,700 daily services, shaping accessibility, disruption management, information and frontline service. The post works across the network and at executive and board level. Large multi-site operations leadership, customer-transformation experience and commercial judgement are sought. This is a permanent London role closing 2 October 2026.
What You'll Work On
- Set customer-experience strategy across stations and frontline services, including accessibility, disruption management and the information provided throughout passenger journeys.
- Engage passengers and frontline colleagues and work with partners, executives and the board on priorities affecting the customer experience.
- Balance operational, commercial, customer and safety priorities across a unionised railway, leading the delivery of the agreed customer strategy.
Why This Role Matters
- Southeastern carries millions of journeys across London, Kent and East Sussex, so customer strategy affects accessibility, information and service recovery at network scale.
- The integrated partnership with Network Rail Kent gives this role direct influence over how a more joined-up railway is experienced by passengers.
What They Are Looking For
- Experience: Applicants need proven experience transforming customer outcomes and leading large multi-site operational teams.
- Experience: Delivery of change at scale and contribution at executive level.
- Experience: Applicants need ability to balance customer, operational and financial priorities without compromising safety.
- Domain: Experience in a highly unionised environment; railway rules and track or train knowledge are relevant.