Head of Customer Communication

Why LNER?

Our vision is to be the most loved, progressive and responsible way to travel for generations to come, and we're looking for the people who can deliver this, every day.

Since we took over the East Coast route, we've been changing the face of travel. Our new fleet of Azuma trains are delivering faster journey times, more space, comfort and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

Are you on board?

What you'll be doing:

We have an exciting opportunity to join LNER in a brand-new role as our Head of Customer Communication.

The successful candidate will be expected to take a strategic overview of how LNER communicates with customers about their journey, developing and implementing a strategy to make sure our customer information and interaction is industry leading.

As our Head of Customer Communication you will be the single voice and guiding mind responsible for LNER's messaging of travel information - creating and implementing innovative ways that we can better communicate with customers, especially during times of disruption.

You'll take the lead on tone of voice of those communications and make sure customers who travel with us understand that LNER cares about every customer and wants them to have an enjoyable, stress free journey.

You will unify messaging during planned and unexpected disruption to ensure that the delivery of information to customers is consistent, regardless of the day of the week or time of day.

It's vital that you can build relationships with key stakeholders from across LNER as well as externally. There are colleagues involved in customer information based in a variety of different areas of the business from Operations to Customer Experience and Commercial to Communications.

There is potential for this role to be based out of London or York, flexibility will be required and the ability to work outside of normal office hours as the railway operates 24/7.

What you'llneed:

We are looking for an individual with proven leadership experience within a communications role. You'll also have;

• A degree level (or equivalent qualification) in a relevant subject area or equivalent experience in a similar role.
• Experience in managing consumer communications projects.
• Ability to operate within a complex environment and be able to assimilate info quickly and easily.
• Collaborative, team player.
• Proactive and able to work on own initiative.
• Excellent stakeholder management skills with the ability to develop and maintain effective working relationships with high-level stakeholders.
• Outstanding interpersonal and relationship management skills including being able to influence, negotiate and deal with conflict.
• Confident multi-channel communicator with outstanding verbal and written communication skills.
• Excellent prioritisation and personal time management skills and a demonstrable track record in handling multiple priorities to tight deadlines.
• Proven decision making and problem-solving skills, confidence in making strategic and operational decisions and the ability to find creative and innovative solutions
• Project management experience.

If this sound like you, what are you waiting for?

Apply now!