Customer Experience Manager

Title: Customer Experience Manager

Location: Palestra/Hybrid

Pay Band: Band 3

Salary: Circa£55K

Contract Type: 12 month FTC with permanency possible

This role is offered on a part-time basis, comprising three working days per week. We welcome flexibility in how these days are arranged across the week. Internal candidates are encouraged to apply and, where appropriate, we are open to them continuing in their substantive role alongside this appointment.

Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period.

Job Purpose

Are you passionate about creating meaningful experiences for people across London? Our People & Places Programme is looking for a dynamic individual to lead on bringing London’s identity to life across the transport network. From celebrating the city’s rich heritage and introducing greenery into our spaces, to bringing poetry, music, and busking to our stations, this role puts community and creativity at the heart of the customer experience. You’ll manage projects that connect with Londoners — both customers and colleagues — and make the network feel vibrant and welcoming. If you’ve collaborative, have a track record of delivery, and a desire to make a real difference, then this could be the role for you.

Key Accountabilities

• Lead the development and delivery of customer-focused creative projects that enhance the emotional connection between Londoners and the transport network.
• Collaborate with internal teams and external partners to deliver initiatives across four core themes: greening, heritage, words & music, and community.
• Manage project timelines, budgets, and resources to ensure successful delivery of high-impact, low-cost initiatives.
• Monitor and evaluate project outcomes, capturing insights and feedback to inform future work.
• Champion customer experience and community engagement, ensuring all projects are inclusive, accessible, and resonate with Londoners
• Coordinate with operational teams to ensure seamless integration of projects into the live network, minimising disruption and maximising impact
  
  

Skills

Skills, Knowledge and Experience:

• Excellent collaboration, influencing and stakeholder management skills (essential)
• Strong organisational / project and programme management skills (essential)
• Excellent written and oral communication skills, and the ability to adapt your communication style to different audiences (essential)
• Political awareness of wider impacts both inside and external to the organisation
• Ability to make evidence-based rational decisions and turn decisions into action
• Ability to achieve results through others
  
  

Knowledge

• A degree in a relevant subject or equivalent professional qualifications or suitable professional experience (essential)
• Ability to demonstrate a market-led approach and empathy with customers (essential)
• Familiar with the complex transport operating environment, operator and customer needs (essential)
• Familiarity with delivery of greening projects, poetry, music, heritage, and community initiatives
• Awareness of operational considerations within a transport or public service environment, including how to deliver projects with minimal disruption
  
  

Experience

• Experience of leading, developing, planning, tracking, delivering and evaluating customer programmes and initiatives (essential)
• Proven ability to achieve results through matrixed resources within a complex multi-stakeholder environment (essential)
• Experience of influencing at a senior level to achieve the best customer outcomes
• Experience of navigating a complex, politically driven landscape, and balancing competing agendas to ensure that customers are kept top of mind
• Experience of developing proposals and presenting these to diverse audiences including senior managers, frontline staff and the public
  
  

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process

• Please apply using your CV and a cover letter (no longer than 2 sides).
• Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter.
• Please include details of what attracted you to the role and the customer initiative(s) which you are most proud of delivering.
  
  

PDF format preferred in Arial font 12 and do not include any photographs or images.

The closing date for applications is 16th November 2025@ 23:59

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the business area but mostly include:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow.
• Private healthcare discounted scheme (optional)
• Salary Sacrifice Scheme for Electric Vehicles on successful completion of Probation
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers.
• Discounted Eurostar travel