CX Business Partner

Last updated 5 days ago
Location:Greater London
Job Type:Full Time

Main Purpose

This role is responsible for managing the projects that develop and improve the customer experience, ensuring that all parts of the experience deliver on our promise. This means ensuring that every aspect of the product and service meets the agreed SLA / KPIs. The incumbent has responsibility for procurement and expenditure of project investment funding on an annual basis, dependent on project activity. Responsibility is also for maximising efficiency in the procurement of systems and services in relation to project delivery, thereby driving value for money initiatives and defining, assessing and supporting the Customer Experience front line teams in delivering appropriate efficiencies across functional project activity.

Principal Accountabilities


  • Design comprehensive project plans to ensure that projects are delivered on time, within budget and to the expected levels of defined quality.
  • Ensure that changes as a result of projects do not import any risk to the business; for customers or staff, in terms of safety, customer service, performance, people and efficiency.
  • Manage the CX committed obligation portfolio and ensure the delivery of all to the agreed deadlines.
  • Forge cross functional relationships and work closely with key internal and external stakeholders to influence the delivery of any investment, recommended process change, or project delivery.
  • Continually review, challenge, improve or change current processes to deliver efficient, robust improvements.
  • Continuously review and seek to improve all project and program management within the function.
  • Report on project progress to the Senior Manager Delivery and Business Partners and appropriate stakeholders as defined in respective governance structure, identifying risks, mitigations and opportunities.
  • Deliver a consistent, coordinated and structured project delivery and governance methodology based on efficient resourcing levels on behalf of the Senior Manager Delivery and Business Partners.
  • Identify opportunities to realise efficiency and develop Business Cases to influence executive endorsement.
  • Represent the Customer Experience team on relevant project teams and that developments stay on brief.
  • Act as the internal customer and decision maker during project development, escalating to the Senior Manager Delivery and Business Partners where necessary while following due governance processes.
  • Act as a hub between departments, balancing the needs and requests of other areas and making decisions which are best for the business and customer overall.
  • Report on project progress to steering groups, board members or other forums as required, involving other project team members as appropriate.
  • Ensure through all new products, services and processes are trialled appropriately and involve all appropriate supporting departments so that each project enjoys a smooth and successful launch with zero customer disruption or negative impact to SWR's operation.
  • As required, chair launch meetings to ensure smooth entry into service.
  • Providing PM support for CX projects as required

Customer Experience & Lifecycle Management:

  • Set and agree KPIs for relevant internal departments and all aspects of the end to end journey (defining what “good” should look like.
  • Identify deficiencies / gaps in the experience and work with the appropriate individuals / teams to set objectives and improve the experience.
  • Through continuous analysis of customer satisfaction information (incl VoC), and other insight / data, ensure SWR consistently delivers in line with the set satisfaction targets.
  • Review issues and opportunities through all customer feedback channels to identify necessary improvements.
  • Represent the Customer Experience team on relevant project teams and that developments stay on brief.
  • Review and report overall trends, recommending where action should be taken
  • Work collaboratively with stakeholders in other departments to ensure the consistent delivery of the Customer Experience.
  • Continually assess the performance of the customer experience, working collaboratively with line managers to rectify all issues in a swift and efficient manner.
  • Proactively seek feedback and insight from the rest of the business, for example by attending Stations and Guards briefings to learn about observations on the current customer experience. Ensure internal communications to the business let stakeholder groups know how their concerns are being addressed.
  • Review issues and opportunities through all customer feedback channels to identify necessary improvements.
  • Contribute towards analysis of reasons for any decline in customer satisfaction, and play a lead role in representing this at any group reporting back to the business.
  • Conceive and deliver incremental improvements to the customer experience which do not represent a fundamental change to the customer proposition or require a full project infrastructure, but which none the less raise satisfaction levels.
  • Analyse satisfaction levels and other relevant (including operational) data to determine the appropriate lifecycle for the major products and services.
  • Agree a lifecycle plan with the Customer Experience directorate and engage the rest of the business in the value and importance of this plan.
  • Ensure that lifecycle costs are included in all Customer Experience business cases


  • Tenacity to keep projects on track both financially and to time / quality, reporting on any deviations
  • Ability to explain variance between the approved budget and actual spending
  • Excellent commercial acumen, reviewing customer experience project budget proposals for completeness and accuracy.
  • Keep any 3rd party agencies / companies to budgets agreed for each Project

Minimum Requirements

  • Proven experience in motivating and driving change.
  • Ability to influence at executive level.
  • Experience of delivering complex projects on time with high quality results.
  • Ability to make robust evidence based commercially sound decisions and recommendations.
  • Excellent communication and networking skills at with multiple stakeholders.
  • Experience of finance management in complex multi work package program / projects
  • Experience of working in a regulated environment.
  • Extensive experience in a relevant customer service industry
  • Previous experience in leading initiatives and organisational change through collective bargaining processes within a unionised organisation
  • Must have the ability to lead and inspire teams and successfully adapt to changing priorities
  • Outstanding communication and influencing skills
  • Experience of delivering against KPIs and adapting approach based on learnings
  • Evidence of delivering projects to cost, time and quality requirements

Working Pattern

Working on average 37 hours per week.