Experience Design Manager

Hybrid Working; London; Hybrid; GBP 40,000 - 80,000

Job description

About the role…

Are you someone with a strong background in experience design? Excited by the opportunity to shape the railway customer experience of the future? We are looking for an Experience Design Manager to join our Fares, Ticketing, and Retail (FTR) team, ensuring passengers, employees, and retailers remain a key focus of the programme.

In this hands-on role, you will lead the development of key service design artefacts, such as customer journey maps, and facilitate collaborative workshops to embed a customer-first approach. Acting as a guiding force for experience design within the FTR programme, you will ensure decisions across the entire project lifecycle are made with a deep appreciation for the customer impact, whilst also inspiring and motivating others to prioritise customer needs in all we do.

In addition, you will build strong relationships with work package teams and internal enabling functions, such as technology and commercial teams. You will stay informed on support needs while providing expertise and guidance on best practices in experience design, helping to embed a consistent and customer-focused approach across the programme.

About the team…

The FTR programme aims to transform the customer retail experience and deliver a rail retail revolution. We are working across the industry to make retailing simpler and better for customers, improve the railway’s profitability, and establish a retailing environment where continuous progress is easy.

This is a once in a generation opportunity to be part of a team delivering on the improvements our customers regularly identify as the priorities to fix. You may have already seen some of our work: Pay-As-You Go pilots announced in the West Midlands and Greater Manchester, and ‘Simpler Fares’ trials on some long-distance routes. Our projects aim to give customers the confidence that they can easily book a journey in a way which best suits them, pay the best value price, access accurate travel information, and receive exceptional aftercare service. We believe an excellent customer retail experience is key to ensuring long term sustainability of our railways.

What you’ll bring…

1. A customer-first mindset so that customer experience remains a priority in all decision-making.
2. Extensive experience with design thinking and service design tools and methodologies, used to develop end-to-end customer experiences across the entire project lifecycle.
3. Strong facilitation skills, including planning and leading workshops and other collaborative sessions. Experience in preparation, incorporating research and insights, creating digital workspaces, and summarising key findings.
4. Strong stakeholder engagement and management skills, with the ability to build relationships across multiple teams and organisations.
5. Comfort working with ambiguity, adapting to evolving priorities and navigating uncertainty.
6. Confidence in managing multiple projects simultaneously, balancing competing priorities effectively.
7. Experience in designing, delivering, and maintaining service design artefacts, with a background in developing entirely new propositions also desirable.
8. Proficiency in using digital facilitation tools (e.g., Miro), including setting up collaborative workspaces.
9. Excellent attention to detail and high standards of accuracy in experience design outputs, including presentation slides and digital workspaces.
10. Ability to translate complex ideas and insights into clear, engaging, and compelling narratives and visuals.

This role is available on a Fixed Term Contract/Secondment for 12 months.

Although this post has been advertised externally, we welcome internal applicants. For this specific role, there is an expectation to be able to come to our London or Derby office for a minimum of two days per week. We encourage people to work flexibly and we're open to hybrid working! We’ll also try our best to adapt the recruitment process and offer a reasonable alternative to help support people with disabilities.

*If you’re working within the rail industry and considering applying via a Secondment, we encourage you to have a conversation with your line manager early in the process to support a potential secondment into GBRTT and where successful to support your release.