Head of Travel Experience Implementation

The Head of Travel Experience Implementation is responsible for designing and implementing our transportation plan, managing our Train Drivers and Train Managers, and improving the reliability of our services.

Internal use only: Grade Senior Manager 1 - based in France/Belgium with some travel to UK and Netherlands

Requirements

We are looking for someone to..

• Define the Operating Traveller Experience Implementation roadmap in conjunction with Eurostar’s strategy in order to document Operating Traveller Experience policies and prioritise projects.
• Manage the Traveller Experience Implementation team in order to execute the team’s roadmap: recruitment, performance management through defined objectives and performance monitoring with agreed objectives.
• Ensure that all relevant industry standards and codes of practice are implemented within Eurostar teams and its partners in order to demonstrate compliance with THIF’s and EIL’s safety management system and health and safety requirements.
• Ensure that operating budgets are set and achieved for the team, identify value creation opportunities and ensure that they are exploited in a timely manner without compromising safety or service delivery.
• Participate in Eurostar’s strategic discussions and projects around customer experience, marketing and service innovation with Operating teams and other contributing departments, in particular Commercial, Stations and Rolling Stock
• Maintain and develop a knowledge of service and customer experience trends in order to contribute to Eurostar’s customer experience strategy.
• Participate in the continuous monitoring and improvement of Eurostar’s customer experience strategy led by the Commercial department
• Work closely with the Commercial and the Ground and On-Board Services team in order to jointly deliver improvements to the overall product offer, delivering improvements to revenue and customer satisfaction.
• Manage the staff’s uniform contract from the design in collaboration with the Commercial to the delivery and quality monitoring.
• Define the traveller experience implementation plan for on-board service in collaboration with the Commercial, Operating, Stations and Rolling Stock departments in order to deliver a common approach across the customer journey and across all operating countries in order to deliver service enhancements, efficiencies and increased customer satisfaction.
• Define Eurostar’s service behaviours for train management staff as well as for contractors in close collaboration with operational line manager and the Ground and On-Board Services team in order to secure high levels of customer satisfaction, safety, security and operational performance.
Contribute to training modules designed by the Training teams in order to ensure the adequate knowledge of expected service behaviours are delivered by Train Management staff.

You will….

• Have a Masters in Business Science, or Management, or equivalent
• Substantive experience in service design and implementation in the international railway or airline industry
• Substantive experience in Service design
• Experience in Contract management
• Advanced level in French and English
• Desirable German and Dutch language skills