Senior Manager enhancing customer support operations for Local Government in Australia. Collaborating with various teams to boost service reliability and quality.
About the role
- Accessibility and Customer Experience Lead shaping digital ticketing innovation at RDG for UK rail. Driving user-centric design and stakeholder engagement in governance forums.
Responsibilities
- Champion a customer-first culture across the programme and a wide range of stakeholders.
- Lead the development of accessibility / customer experience approach, ensuring alignment with industry Accessibility roadmap and programme goals.
- Influence senior stakeholders and decision-makers using data-driven insights and compelling narratives.
- Act as lead representative for accessibility and customer experience in governance forums, steering groups, with Train Operating Companies and station staff.
- Recommend an appropriate customer research and customer satisfaction evaluation approach and oversee its design and execution within diverse stakeholder groups.
- Translate insights into strategic recommendations and product roadmaps.
- Ensure research methodologies are robust, inclusive, and scalable.
- Maintain oversight of business and solution requirements, ensuring they reflect evolving accessibility and customer needs.
- Lead the development and execution of comprehensive training and readiness strategies for Train Operating Companies (TOCs) staff.
- Oversee the creation of high-impact training materials and delivery plans, tailored to diverse audiences.
- Ensure readiness assessments, go-live planning, and post-launch support are aligned with programme milestones.
- Drive continuous improvement in training effectiveness and user adoption.
- Build and maintain strong relationships with TOCs, suppliers, and internal teams to ensure alignment and collaboration.
- Facilitate cross-functional workshops, user groups, and engagement sessions to gather feedback and foster co-creation.
- Act as a trusted advisor to programme leadership on accessibility and customer experience matters.
- Own the delivery of key artefacts including but not limited to customer research reports, business requirements, training materials, and go-live communications.
- Ensure documentation is maintained to a high standard and supports audit, compliance, and knowledge transfer.
- Monitor and report on customer and staff experience KPIs and training outcomes to inform strategic decisions.
Requirements
- Proven leadership in accessibility and customer experience strategy across complex digital programmes.
- Extensive experience in customer experience domain, service design, and stakeholder engagement.
- Strong understanding of accessibility standards and inclusive design principles.
- Demonstrated ability to influence senior stakeholders and drive change.
- Expertise in training strategy, content development, and delivery.
- Exceptional communication and presentation skills.
- Experience in agile environments and cross-functional / cross-organisational collaboration.
- Strong analytical and problem-solving capabilities.
Benefits
- 75% off rail travel for personal and family use, plus international rail discounts.
- 30 Days annual leave (plus buy/sell options and additional leave for key life events)
- Season ticket loan for commuting costs.
- Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave.
- Pension scheme – up to 11.58% employer contribution.
- Private medical insurance (Vitality PPP) including mental health and specialist care.
- Discounted gym membership and access to wellbeing programmes.
- Career Development & Progression – influence long-term ticketing strategy, work with leading-edge technologies and partners, and gain exposure to transport and government stakeholders.
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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