Customer Insight Lead

We're establishing a programme to help improve how travellers experience rail services for one of the UK's leading train operators.

We're looking for someone who can help shape the Voice of Customer strategy and lead the ongoing insights programme. You'll be the connective layer between customer feedback, operational reality, commercial objectives, and the decisions teams make to improve the digital and physical passenger experience.

This role is for a person with a curious and analytical mindset. You find the patterns in the chaos, you spot improvement opportunities, you bring structure, and you make insights and evidence actionable.

What you'll do:

• Help set and evolve the Voice of Customer strategy: how we show up in the experience, what we ask, how we measure it, and how it links to customer experience outcomes.
• Lead VoC operations across channels (quant surveys, customer relations themes, qual research, social listening, and other avail...