Job Description

We're TransPennine Express and we're going places. Whether that's helping customers reach their destination, or ensuring our colleagues feel fulfilled and supported in their careers. We're looking for people with drive and enthusiasm to join our amazing team and help push for more progress within the rail industry. We look forward to meeting new faces and eager minds, ready to join our mission of creating a better-connected network in the North and Scotland, for good.

What will you be doing?

The TransPennine Route Upgrade (TRU) is a major infrastructure upgrade lasting several years, that will deliver a high performing, reliable railway for passengers with more seats, more trains, and faster journeys between Manchester and York via Huddersfield and Leeds. As a Customer Impact Analyst, you will play a pivotal role in managing the impact of these upgrades on our passengers, ensuring that their journeys remain as smooth and efficient as possible despite ongoing works.



In this role, you will collaborate with colleagues across the rail industry in the North of England to deliver the TRU Data & Insight Strategy. You will provide in-depth analysis and reporting to drive continuous improvement in the way disruptions are handled, developing a detailed understanding of their impact on key market segments. Using Net Promoter Score (NPS) and other customer satisfaction data, you will track performance and identify opportunities for better customer engagement.



Your responsibilities will include helping to shape our disruption management plans and refine these based on customer feedback, organising and overseeing data collection from surveys, mystery shopping, and face to face feedback sessions. You will also act as the key contact for commercial data analysis relating to TRU, helping to support the delivery of our Customer Manifesto. Crucially, you will provide insights to the wider business and clearly communicate findings and successes to stakeholders, ensuring decisions are driven by data and customer needs.

Who are we looking for?

As this role is dealing with data, you will have a degree or equivalent in a discipline that demonstrates strong analytical and quantitative thinking. You'll be an organised, approachable, and reliable professional, with excellent verbal and written communication skills to convey key information to colleagues and third-party stakeholders. We're looking for someone who is good with people and great in a team - a natural when it comes to collaboration.



You will have 3 years' experience in an analyst or equivalent role working with customer and commercial data, which might have included analysing demand volumes, specifying customer satisfaction surveys, or drawing insights from social media feedback. You will be proficient with the Microsoft Office suite and possess the aptitude to quickly learn how to use bespoke industry systems. Knowledge of the rail industry is a bonus, however we welcome candidates from outside the transport sector.



If that sounds like the right fit for you, we'd love to hear from you, please click apply and complete an application form.

What we offer

Excellent career prospects. A personal development plan. Structured training and development. Competitive salary paid on 4 weekly basis. Generous annual leave entitlement. Free TransPennine Express rail travel for you and your dependants.
Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 years' service for you and your dependants*.
Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week to help you with any finance, family, health, or wellbeing issues you have. We make sure there's someone on-hand to offer guidance, advice, and useful information for our people when they are experiencing hardship at work or at home. Option to join the Railway Pension Scheme with significant employer contributions. Family friendly maternity and paternity benefits. Plus, high street and lifestyle discounts as well as a cycle to work scheme.


Terms and conditions apply.

Goings places has never felt better!

At TransPennine Express, it's our goal to help people reach their full potential. We offer the opportunity to not just join the transformation of the rail industry, but to lead it. Our values are designed with every team member in mind; whether it's ensuring you feel free to be yourself at work, or encouraging everyone to pull together and support each other. We promise to value our people for the individuals they are. Whichever department becomes your destination, from the tip of the train, to the tail, our only focus is heading at full speed into the future. So, if making people crack a smile helps you feel at home, and raising standards is second nature to you, we'd love to have you onboard.