Job Description

Why LNER?

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.



Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.



Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

Are you on board?

At LNER, we're leading the way in delivering cutting-edge digital services across Retail, Customer Support, Operations, and beyond.



We're looking for a strategic leader to shape direction, embrace innovation, and drive the performance of our digital service portfolio. In this role, you'll work closely with business stakeholders to define priorities, identify needs, challenge assumptions, align resources and budgets, all with the aim of delivering a high-impact digital roadmap that supports our evolving business and customer needs.



You'll lead a talented team of product and service professionals, fostering a culture of continuous improvement and innovation. With a strong focus on delivering value, you'll ensure our digital services stay ahead of digital trends and are fit for the future.



During your career at LNER, you could be asked to lead any Digital Service. Right now, we have an exciting opportunity for this role to establish our Digital Operations Service. You'll create strong relationships and collaborate with railway operations and customer experience teams to build on existing foundations, deliver innovative and effective products, and introduce advanced technologies. You will deliver a seamless digital service that supports our railway operations.



With our transformative timetable change on the horizon for December 25, you'll lead the work to provide comprehensive, future-ready, digital services.

Within this role you'll also be involved in;

Strategic Leadership & Vision


Define and execute a digital service strategy aligned to LNER's goals and wider industry direction. Drive service roadmaps that maximise impact across platforms and technologies. Identify digital opportunities from the market and shape services to meet evolving customer and business needs.

Team Leadership & Performance



Lead, mentor, and develop a high-performing team, including third-party suppliers.



Set clear goals, drive accountability, and foster a culture of continuous improvement and innovation.



Service Delivery & Operational Excellence


Establish and monitor service OKRs and SLAs, using data and insights to drive improvements. Manage service budgets, resources, and timelines, ensuring quality and compliance. Lead change initiatives to evolve digital offerings and optimise performance.

Stakeholder & Supplier Management


Build trusted relationships with business stakeholders to deliver on strategic goals. Influence and negotiate effectively at all levels to align on priorities and secure buy-in. Oversee supplier relationships throughout the full lifecycle, ensuring alignment with service strategy.

Innovation & Technology


Leverage emerging tech and industry best practice to drive service development. Collaborate with transformation and innovation teams to pilot new ideas and future-proof services.

Personal Growth & Contribution


Seek feedback, embrace learning opportunities for you and your team, and contribute to extended digital leadership. Stay ahead of industry trends, regulatory changes, and service management best practices.

What you'll need:

Knowledge & Experience


Demonstratable experience in digital services, product management or similar, with proven experience in a leadership role. Proven success leading digital strategies, managing cross-functional teams, and delivering measurable outcomes. Experience in complex environments with a strong understanding of service management and continuous improvement. Solid grasp of digital platforms, emerging tech, and agile delivery practices. Experience working in or understanding of the rail industry is desirable.

Skills & Attributes


Strategic mindset with strong analytical and problem-solving skills. Excellent leadership and mentoring ability; resilient and decisive under pressure. Strong communicator who can bring people with them on the journey. Creative, curious and innovative, always looking for opportunities to evolve services. Comfortable working across technical and non-technical audiences, with a flair for translating complexity into action. Organised, delivery-focused and able to manage competing priorities at pace.

Qualifications


Bachelor's degree in Business, Technology, Digital or related field desirable. Familiarity with service and product management frameworks, and collaboration tools such as Jira, Trello, Confluence, etc. Good understanding of front-end and back-end development concepts is desirable.

What you'll get:

Free travel on LNER + 75% off other companies' tickets (for you & dependents) Discounted international train tickets (after one year's service) 50% discount on LNER tickets for friends & family Generous pension scheme Annual cycle to work schemes Discount, savings and cashback scheme from top retailers Health & wellbeing schemes and discounts Host of training opportunities to help further your career Rewards & awards to recognise when you shine

What we believe:

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference - always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.



We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey - and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion

We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people

We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing

To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?

Start your journey here - Apply now!



If you're shortlisted, you'll be invited to a video interview where we get to know more about you and your experience on w/c 14th July. And if you we think you've got great potential, we'll invite you to a face-to-face interview in York w/c 21st July.

Disclosure and Barring Service (DBS) Check

If you are successful in your application and are new to the business, we will undertake a basic DBS check as part of our pre-employment checks. This only happens once we have conditionally offered you the job. Here we check for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there is evidence of an unspent conviction or conditional caution, the details of these are reviewed internally by a cross functional panel on a case by case basis before a final offer of employment is issued. This however may result in any offer being withdrawn. Further information on how we collect and use this data is available on our privacy notice.

Medical screening

We're a safety conscious business so for all roles you'll need to pass a medical screening and a drugs and alcohol test before we send you an unconditional job offer. For our safety critical roles, you'll also need to have a safety critical medical. Our friendly, in-house Health and Wellbeing team will book a time and place to suit you. The sooner, the better, so please be flexible with your availability. Once your medical gets the thumbs up, we'll finalise any last details and look forward to you joining our team.