Head of Customer Experience

About the Role

Are you passionate about driving cultural change and operational excellence through customer experience? Transport for Greater Manchester (TfGM) is seeking a visionary leader to champion the voice of the customer, embed best-in-class customer experience strategy, and deliver measurable impact across our organisation.

As Head of Customer Experience you & your team will influence senior stakeholders to ensure our customer experience strategy is at the heart of everything we do. You’ll own the delivery of customer research, translate strategic vision into measurable objectives and drive continuous improvement across all modes and touchpoints.

Your Role

In this role you will:

• Lead the development and embedding of the customer experience strategy, ensuring alignment with organisational goals.
• Build and motivate a proactive, insight-driven team culture.
• Champion the voice of the customer at all levels, driving behaviour change and improving satisfaction scores.
• Deliver actionable customer insight to inform strategic decisions and operational change.
• Oversee governance, accountability, and performance measures for customer experience.
• Manage budgets and identify opportunities for cost efficiencies and value for money.
• Represent TfGM in regional and national forums, sharing best practice and influencing wider transport policy.

This is hybrid role where you will be expected to work in the office and/or onsite a minimum of 2 days per week.

For more info see Job Profile below.

What you’ll bring

What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.

• Proven track record of embedding customer experience strategy in complex organisations.
• Significant experience influencing senior stakeholders and driving cross-functional change.
• Strong leadership in insight-led decision-making and performance measurement.
• Expertise in behavioural change, service design, and customer journey optimisation.
• Excellent communication skills, able to make complex data and insight engaging for diverse audiences.
• Experience managing customer forums, panels, and focus groups.

What we can offer you

You’ll play a pivotal role in shaping the future of public transport in Greater Manchester, working with passionate colleagues and making a real difference to our customers and communities. We offer a collaborative environment, opportunities for professional growth, and a commitment to diversity and inclusion.

This is a permanent role with a salary range of £70,906 – £79,805 per annum appointment will be subject to relevant skills and experience.

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:

• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
• Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
• Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website

What’s next?

If you believe you have the skills and experience required, we’d really like to hear from you. To apply please submit your CV and complete your application ensuring that you provide clear and detailed examples against the criteria questions, all appointments will be based on merit. Our short-listing process is anonymised, so please do not include your name or contact details on your CV. If any personal details are included these will be visible to the hiring manager.

We embrace AI to enhance our operations and to innovate our services. However, we value human talent and are looking for passionate individuals to join our organisation. Please ensure you personally complete your application and read all the instructions carefully to maximise your chances of success.

Applications that rely too heavily on AI may be rejected during shortlisting, however we understand that AI may be used as a reasonable adjustment, if using AI to support your application, please give a brief explanation why to help ensure fair selection process.

TfGM is proud to be an equal opportunities employer that encourages and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve and welcome individuals from all backgrounds by committing to providing a fully inclusive and accessible recruitment process. We will offer support and reasonable adjustments if required and we also have a Guaranteed Assessment Scheme which you can find out more information on here.

For this opportunity, you must be able to prove you have the right to work in the UK – if in doubt please visit the following link Employers’ right to work checklist – GOV.UK (www.gov.uk). Please note we are not a licensed sponsor.

Please note we may close the advert early if we receive a high volume of applications.

NOTE TO AGENCIES we will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.