Rail Delivery Group

Accessibility and Customer Experience Lead – SME

Rail Delivery Group

contract

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Salary

💰 £67,422 per year

Job Level

Senior

About the role

  • Champion a customer-first culture across the programme and a wide range of stakeholders.
  • Lead the development of accessibility / customer experience approach, ensuring alignment with industry Accessibility roadmap and programme goals.
  • Influence senior stakeholders and decision-makers using data-driven insights and compelling narratives.
  • Act as lead representative for accessibility and customer experience in governance forums, steering groups, with Train Operating Companies and station staff.
  • Recommend an appropriate customer research and customer satisfaction evaluation approach and oversee its design and execution within diverse stakeholder groups.
  • Translate insights into strategic recommendations and product roadmaps.
  • Ensure research methodologies are robust, inclusive, and scalable.
  • Maintain oversight of business and solution requirements, ensuring they reflect evolving accessibility and customer needs.
  • Lead the development and execution of comprehensive training and readiness strategies for Train Operating Companies (TOCs) staff.
  • Oversee the creation of high-impact training materials and delivery plans, tailored to diverse audiences.
  • Ensure readiness assessments, go-live planning, and post-launch support are aligned with programme milestones.
  • Drive continuous improvement in training effectiveness and user adoption.
  • Build and maintain strong relationships with TOCs, suppliers, and internal teams to ensure alignment and collaboration.
  • Facilitate cross-functional workshops, user groups, and engagement sessions to gather feedback and foster co-creation.
  • Act as a trusted advisor to programme leadership on accessibility and customer experience matters.
  • Own the delivery of key artefacts including but not limited to customer research reports, business requirements, training materials, and go-live communications.
  • Ensure documentation is maintained to a high standard and supports audit, compliance, and knowledge transfer.
  • Monitor and report on customer and staff experience KPIs and training outcomes to inform strategic decisions.

Requirements

  • Proven leadership in accessibility and customer experience strategy across complex digital programmes.
  • Extensive experience in customer experience domain, service design, and stakeholder engagement.
  • Strong understanding of accessibility standards and inclusive design principles.
  • Demonstrated ability to influence senior stakeholders and drive change.
  • Expertise in training strategy, content development, and delivery.
  • Exceptional communication and presentation skills.
  • Experience in agile environments and cross-functional / cross-organisational collaboration.
  • Strong analytical and problem-solving capabilities.
Benefits
  • 75% off rail travel for personal and family use, plus international rail discounts.
  • 30 Days annual leave (plus buy/sell options and additional leave for key life events)
  • Season ticket loan for commuting costs.
  • Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave.
  • Pension scheme – up to 11.58% employer contribution.
  • Private medical insurance (Vitality PPP) including mental health and specialist care.
  • Discounted gym membership and access to wellbeing programmes.
  • Career Development & Progression – influence long-term ticketing strategy, work with leading-edge technologies and partners, and gain exposure to transport and government stakeholders.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
accessibility strategycustomer experience strategyservice designtraining strategycontent developmentagile methodologiesdata-driven insightsresearch methodologiesstakeholder engagementKPI monitoring
Soft skills
leadershipcommunication skillspresentation skillsinfluencingproblem-solvingcollaborationrelationship buildingstrategic thinkingcontinuous improvementfacilitation