Job Description

Customer Experience Strategy & Governance Manager

We are proud to be

One Team at East Midlands Railway (EMR)

. We are passionate about keeping people safe, delighting our customers, doing the right thing, and putting customers at the heart of our sustainable railway for the East Midlands. With over 2,600 employees, our people are the reason we are so successful, and our

Customer Experience team plays a crucial role

in shaping how passengers experience our network every day.


Nine times accredited as a

Top Employer

and Gold accredited for

Inclusive Employers Standards

, we value our people and are committed to creating an environment where everyone feels empowered to bring their authentic self to work.


Are you a strategic thinker with strong governance expertise and a passion for improving customer experience in a complex, regulated environment?


We have an exciting opportunity to join East Midlands Railway as a

Customer Experience Strategy & Governance Manager

, a pivotal role supporting the Customer Experience Director to deliver a safe, reliable and industry-leading customer experience across our network.

What You'll Be Doing

As the

Customer Experience Strategy & Governance Manager

, you will act as a strategic partner, operational integrator and programme leader for the Customer Experience Directorate. You'll ensure priorities are clearly defined, governance is robust, and delivery is aligned with business objectives, regulatory commitments and customer outcomes.


You will:

Own and drive the

Customer Experience Directorate Strategy

, ensuring alignment with wider business goals and regulatory requirements, supported by clear plans, milestones, KPIs and governed reporting of progress, risks and opportunities. Coordinate and lead the development and delivery of

strategic programmes and workstreams

across the CX function, acting as a central point of integration between functional teams, other EMR directorates and industry forums. Establish and maintain

effective governance frameworks

, aligned to EMR's PMO standards, providing clear oversight, assurance and control of strategic and operational activity. Design and oversee

real-time performance dashboards

, bringing together daily, weekly, periodic and year-to-date performance data to support data-led decision making and proactive management of trends. Use CX, business and industry data to define, oversee and challenge performance reporting, ensuring insight drives action and continuous improvement. Manage key

internal and external stakeholder relationships

, including cross-directorate colleagues, DfT and contractual governance partners, ensuring engagement is effective, compliant, reputationally safe and operationally deliverable. Prepare high-quality

briefing materials, board papers, decision papers and regulatory submissions

for EMR's Executive Team, Board, Group and external stakeholders. Support the

Annual Business Planning process

for the Customer Experience Directorate, including coordination of budgeting, resource prioritisation and strategic planning. Coordinate CX Leadership Team meetings, including agenda setting, preparation of papers, follow-up actions and strategic reviews. Champion

continuous improvement

, leading end-to-end process reviews, audits, lessons-learned activity and the exploration of digital innovation. Support the

Performance Based Fee Scorecard

pipeline and governance process, attending Periodic Scorecard and QTM meetings alongside the Head of Customer Experience. Actively support EMR's

Sustainability commitments

, embedding sustainable thinking into decision-making and ways of working.


This is a highly visible role that blends

strategy, governance, performance insight and stakeholder influence

, enabling the Customer Experience Director to focus on senior leadership, engagement and long-term transformation of end-to-end passenger journeys.

What We're Looking For

We're looking for a confident, credible professional who can operate comfortably at senior level while maintaining a strong focus on delivery and detail. You'll bring:

A degree-level qualification or equivalent relevant experience. Experience in continuous improvement methodologies (Lean, Six Sigma, systems thinking) and/or APM or equivalent project management qualifications is desirable. Significant experience in

customer strategy, governance, compliance or related roles

, ideally within a complex or regulated environment. Strong

programme and portfolio management

skills, with a proven ability to drive complex, cross-functional initiatives. Excellent project management, reporting and performance tracking capability. Exceptional communication, influencing and stakeholder management skills, with the confidence to review, challenge and support Heads of Department on process, governance and ways of working. High attention to detail, with the ability to produce a wide range of high-quality outputs for internal and external audiences. Proven experience establishing and managing

compliance and governance systems

. Experience supporting or advising

senior leaders and executive teams

. Well-developed

data visualisation and presentation skills

, with the ability to turn complex information into clear, actionable insight.


You'll need to be comfortable working at pace, managing ambiguity and balancing strategic thinking with operational reality. We're looking for someone with strong judgement, collaboration and a customer-first mindset .



This is a fantastic opportunity for someone looking to play a

central, strategic role

in shaping how customer experience is planned, governed and delivered at East Midlands Railway.

As we operate a blind screening process, please remove your name and personal details from your CV (including name, age, location, gender and date of birth).

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W

e welcome applicants from diverse backgrounds, we promote equal opportunities for all. East Midlands Railway is a non-discriminatory employer committed to the recruitment and promotion of all on the basis of ability and merit irrespective of disability, race, gender, health, social class, sexual preference, marital status, nationality, religion, employment status or age. We'll treat your application fairly and assess you for the job based on merit and skills.



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