Location
London, GBDepartment Name
OC Route Director (117600) G1About Network Rail
At Network Rail, we are dedicated to becoming one of Britain's best employers and believe the journey starts with placing the right people, with the right skills at the heart of everything we do.
Our ambition to be responsive drives us every day and we're empowered to do the right thing for those who use the rail network. We are passionate about customer experience and we ask ourselves, what can we do to put our passengers and freight users at the centre of what we do? We collaboratively work with industry partners, to make the step change we need to ensure our industry can be the best it can be.
Brief Description
The Anglia route is sourcing a head of passenger strategy to develop Anglia's transformation strategy for both passengers and customers to enable us to transform the passenger experience across our managed stations. This will include improving the routes' station portfolio and the development and delivery of customer service excellence strategy.
About the role (External)
Responsibilities will include:
Leading the continuous development and implementation of the strategy for passenger, customer and public experience. You'll drive aligned standards for outstanding passenger services and champion the vision of Putting Passengers First.
Directing the teams on capability, re-franchising and long-term planning that will add value and deliver customer requirements.
You'll lead the delivery of income streams whilst handling all track, station and depot access regimes, including incentives, and franchised estate income to meet budgets and minimise risk, taking accountability for governance of all claims made against Network Rail.
Execute route transformation programmes to improve all round experience, providing management and co-ordination of the programmes and projects and any risks that arise, taking ownership for the outcomes.
Accountable for the budget defined by the Qualifying Expenditure (QX) process. Identify and implement efficiency opportunities for both Network Rail and the TOCs (train operating companies) and review existing QX processes.
Lead communications, encouraging a long-term partnership approach to relationships. Work with the passenger and freight operators to maximise mutual profitability from existing contracts and develop new opportunities to improve performance.
Resolve any issues and facilitate customers' interaction so that customer and passenger needs are fully understood and considered in strategy and policy changes.
We're looking for someone who:
Understands regulatory and customer contractual framework with successful experience of managing contractual relationships. Able to negotiate in a complex environment with the ability to influence decision making.
Is a strong leader, driving outstanding customer experience within the transport sector and has significant experience of making change and delivering sustainable outcomes. Empower and inspire a large diverse team.
Has developed and implemented ambitious strategies relating to improvement within a large organisation.
Has successful stakeholder and customer relationship management experience with a strong understanding of customer delivery ethos and strategy and possesses outstanding interpersonal skills.
Member of relevant professional body, such as the Institute of Railway operators, or equivalent experience and educated to degree level or equivalent.
How to apply (External)
Network Rail encourages applications regardless of age, disability, marital status (including civil partnerships), pregnancy or maternity, race, religion or belief, sexual orientation, transgender status, sex (or gender), employment status, trade union affiliation, or other relevant factor. We will interview all disabled applicants who meet the essential criteria. We positively embrace flexible working recognising that employees may wish to balance work and home life.
Keeping people safe on the railway is at the heart of everything we do, safe behaviour is therefore a requirement of working for Network Rail! Applicants should demonstrate their personal dedication to safety in their application.
Network Rail can offer you a rewarding career with competitive pay and excellent benefits including a choice of contributory pension schemes, a generous annual leave package, a bonus scheme and an annual 75% subsidy on season tickets costing up to £3,333 (to a maximum amount of £2,500).
We follow a structured pay framework, any salary offered will be within the following pay range: Band 1C; £107,428 - £127,890. Closing date: 29-July-2020. Please note, this role is subject to consultation. Network Rail retain the right to close the advert early, depending on application volumes.