|Job Type:||Full Time|
Department NameOE Kent Sussex Head of Managed Stations (752999) G5
About Network Rail
We at Network Rail are dedicated to becoming one of Britain's best employers and believe this starts with placing the candidate at the heart of everything we do!
Our ambition to be responsive to passengers and freight users, drives us every day and we're empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.
We're passionate about great service and we ask ourselves, what can we do to put our passengers and freight users at the centre of everything we do? With this in mind, we pull together as one industry because we care about people and teamwork is key. For more information about Network Rail click here.
As a Station Transformation Insights Lead you will analyse and identify trends on our managed stations performance using statistical analysis techniques. This analysis will then be used to provide the necessary insight to support the activities which we lead on across those stations.
One aspect of the role will be to develop performance reports which maintain accurate, consistent, current and detailed performance information which helps drive the conversation on what impact our projects are having so we can quantify our improvements.
In addition, you will need to carry out the role as being an 'expert' on our data and monitor and review the functioning and integrity of our data and performance reports. You will also be responsible for all of our periodic reporting to the executive team.
The role will also require you to analyse passenger feedback to gain insights to inform the stations transformation programme and decision making, in relation to the customer experience, within the routes managed stations.
Lastly, you will need to be confident in excel and analytics reporting tools, be innovative and have excellent written communication skills.
About the role (External)
1.Develop appropriate communication media with the purpose to inform and educate the route with customer needs.
2.Manage the utilisation of passenger feedback, insights and analysis to develop a one team customer approach in collaboration with the TOCs.
3.Input to the development of the stations transformation programme activities and strategies so that deliverables align to customer satisfaction initiatives.
4.Lead the provision of management information through appropriate channels using up-to-date reports on station research findings and other relevant insights.
5.Lead the review and analysis of the Network Rail Passenger Survey and TOC customer satisfaction surveys to understand and identify areas for improvement.
6.Identify new channels of passenger feedback, such as social media and incorporate into the station's transformation programme.
7.Manage the implementation of agreed changes to deliver tangible benefits and improvements to overall customer satisfaction including Network Rail Passenger Survey results.
8. Analyse all stations customer research activities in a structured, open and consistent manner, working closely with station managers to deliver activities to time and to budget.
- Successful experience of developing and presenting new concepts
- Ability to demonstrate strong verbal and written communication skills
- Ability to demonstrate excellent analytical skills
- Educated to degree level
- Knowledge of/experience in the UK rail industry.
- Customer Insights background
How to apply (External)
Salary: £32,740 - £36,832
Closing date: 4 August 2020. Late applications will not be accepted.
Click 'apply now' to apply.
We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, national origin, gender, sexual orientation, age, marital status, or disability status. Click here for more information
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All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information