Accessibility and Customer Experience Lead/ SME (12-month secondment)

**Purpose of the Role**

The Accessibility and Customer Experience Lead (SME) plays a pivotal role in shaping the vision and direction for accessibility and customer experience for the Welcome Points Roll-out Programme, in line with the recently published Accessibility Roadmap. Working alongside the Product Lead, this role will be accountable for embedding accessibility and customer-centricity throughout the product and service lifecycle. You will drive the design of the Welcome Points ensuring user needs and customer experience are aligned with strategic goals. You will also own the assessment of change readiness and development training approach, sharing your expertise across the rail industry, winning hearts and minds of those who will deliver this customer experience.

### **What can I expect to do in this job?**

**Leadership & Advocacy**

• Champion a customer-first culture across the programme and a wide range of stakeholders.

• Lead the development of accessibility / customer experience approach, ensuring alignment with industry Accessibility roadmap and programme goals.

• Influence senior stakeholders and decision-makers using data-driven insights and compelling narratives.

• Act as lead representative for accessibility and customer experience in governance forums, steering groups, with Train Operating Companies and station staff.

**Customer Research & Insight**

• Recommend an appropriate customer research and customer satisfaction evaluation approach and oversee its design and execution within diverse stakeholder groups.

• Translate insights into strategic recommendations and product roadmaps.

• Ensure research methodologies are robust, inclusive, and scalable.

• Maintain oversight of business and solution requirements, ensuring they reflect evolving accessibility and customer needs.

**Training, Communications & Readiness**

• Lead the development and execution of comprehensive training and readiness strategies for Train Operating Companies (TOCs) staff.

• Oversee the creation of high-impact training materials and delivery plans, tailored to diverse audiences.

• Ensure readiness assessments, go-live planning, and post-launch support are aligned with programme milestones.

• Drive continuous improvement in training effectiveness and user adoption.

**Stakeholder Engagement & Collaboration**

• Build and maintain strong relationships with TOCs, suppliers, and internal teams to ensure alignment and collaboration.

• Facilitate cross-functional workshops, user groups, and engagement sessions to gather feedback and foster co-creation.

• Act as a trusted advisor to programme leadership on accessibility and customer experience matters.

**Governance & Reporting**

• Own the delivery of key artefacts including but not limited to customer research reports, business requirements, training materials, and go-live communications.

• Ensure documentation is maintained to a high standard and supports audit, compliance, and knowledge transfer.

• Monitor and report on customer and staff experience KPIs and training outcomes to inform strategic decisions.

**Key Contacts**

• Train Operating Companies

• Suppliers and Technology Partners

• Programme and Project Teams

• Internal Leadership and Governance Forums