Customer Experience Programme Support Manager

Customer Experience Programme Support Manager

Southwark, London

Arriva Rail London

FTC - May 2026

Closing Date: 10th November 2025

Arriva Rail London is an industry-leading train operating company, responsible for running the London Overground network under a Concession Agreement with Transport for London (TfL) and is part of the Arriva group.

Here at Arriva, we are on our way to becoming the leading passenger transport partner across Europe, delivering more than 2.2 billion passenger journeys across 14 different European countries every year. We have a vision to help shape a future where passenger transport is the best choice, through digitisation, sustainability, and continuous improvement, we want you to join us at the forefront of the passenger transport industry

Arriva Rail London are looking for someone internal to join the Customer Experience team as the Customer Experience Programme Support Manager for a Fixed Term Contract until May 2026. You will be working alongside the CX Strategy Manager, Systems Delivery Manager and Programme Manager to improve the Customer and Colleague Experience by supporting the delivery of projects and programmes within the Customer Experience space.

This is a fantastic chance for someone who is looking for some progression who has a strong understanding of scoping, creating and the delivery of projects and programmes.

Responsibilities:

• Your main focus will be to support all areas with the Customer Proposition department including events, projects, systems, complains and metrics, as well as supporting the planning of Customer events in relation to strategy, coordinating meetings, liaising with stakeholders and monitoring agreed outputs.

• You will deputise for the Programme Manager where appropriate and monitor finances of the various teams within the department.

• The Customer Experience Programme Support Manager will work closely with TfL, working on the publications in relation to events and track concerns/ issues.

• You will also support the planning of events and meetings across the proposition team.

• Management, tracking, raising and monitoring of POs in relation to the proposition department will also be a key responsibility.

• You will also support the delivery of projects and events across the proposition department, whilst also supporting the Customer Experience Delivery manager in monitoring accessibility and CRM systems.

Qualifications:

• The ideal individual will have had experience in contract management and working with third party suppliers, as well as a strong understanding of scoping, creating and the delivery of projects/ programmes.

• You will ideally have achieved or are working towards a Project Management Qualification, as well as relevant A Level equivalent qualification.

• You will need to have a strong understanding of the London Overground network, as well as an understanding of existing metrics within ARL in relation to customer experience.

• Strong inter-personal and communication skills (written and oral) are essential as well as the ability to work effectively with and influence stakeholders.

• Good understanding of MS Office platforms and high levels of IT Literacy.

Our benefits include:

• Free Travel for you and a nominated person at your address on TfL Network - this alone worth total £5,200 per annum

• Discounts on European rail services after 1 year of service

• Free travel on Arriva branded rail services around the country

• 75% discount off of season tickets on other Train Operating Companies

• Arriva Village – web based discounts on various products/services on the high street

• Employee Assistance Programme – 24hr helpline, covering a multitude of subjects

At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success...

If you require any reasonable adjustments to be made to the application or interview process, please don't hesitate to let us know.