Customer Service Experience Manager (Railway)

Our client is a leading transportation operator responsible for delivering safe, reliable and customer-focused rail services. As part of its continued commitment to operational excellence and passenger experience, they are seeking a Customer Service Experience Manager to support the management of station operations, customer service delivery and frontline operational performance across the rail network.

This role will be responsible for ensuring the smooth and safe movement of passengers through stations and rail services while maintaining high standards of customer experience. Working closely with operational teams, you will oversee frontline service delivery, staff performance, operational readiness and incident response, ensuring that services are delivered efficiently and in accordance with established operating procedures and safety standards.

You will also play a key role in developing operational processes, service improvement initiatives and contingency plans to support daily operations and emergency situations. The position requires close collaboration with internal stakeholders across operations, engineering, communications and support functions to address customer-related matters and enhance the overall passenger journey.

The successful candidate will possess experience within transportation, public service, operations, customer service or other customer-facing operational environments. Strong leadership, stakeholder management, problem-solving and communication skills are essential, together with the ability to perform effectively in a fast-paced operational setting. Experience managing teams, driving service excellence and handling operational incidents will be highly regarded.

To Apply

To apply, please submit your resume. We regret that only shortlisted candidates will be notified.

License No: 16S8060 / Registration No: R1439740