Delivery Advisor, Customer Experience Regimes

About DFT Operator

Join Our Team at DFTO

DFTO is the governments public sector rail owning group. Its purpose is to bring all currently privately-owned train operators into public ownership in advance of the creation of Great British Railways in 2027 - and deliver improvements in the here and now by unifying and integrating train operations under common public ownership.

DFTO has over 30000 employees runs over 11000 services a day and delivers over 930 million customer journeys across its networks every year. 7000 people joined the railway family in the last year

Major improvements are being delivered by DFTO train operators (TOCs) that are already under public ownership - these are LNER Northern TransPennine Express (TPE) Southeastern South Western Railway (SWR) c2c Greater Anglia WM Trains and GTR.

We work closely with the DfT but operate independently with our own governance and leadership teams. Our priority is ensuring efficient dependable rail services for everyone.

Primary Purpose of Job:

Support the successful delivery of customer experience performance helping to drive high standards of service accountability and passenger satisfaction across Train Operating Companies.

Contribute to the effective oversight and continuous improvement of customer experience across the rail industry by providing high-quality analysis insight and stakeholder engagement. Play a key part in translating customer experience strategy into measurable outcomes supporting evidence-based decision-making performance management and contract oversight.

With the transition towards Great British Railways underway the role is critical in bringing greater coherence to industry data and insight influencing more joined-up approaches across industry. It supports the development of a consistent group-wide approach to customer experience performance as the rail system moves towards a more integrated whole-system operating model.

The postholder will work closely with DFTO colleagues Train Operating Companies DfT Network Rail and wider sector partners to shape insight challenge performance and drive continuous improvement. Through this the role helps embed a culture of accountability and evidence-based decision-making so that customer experience priorities are reflected in both operational delivery and strategic planning.

Key Responsibilities:

• Support the delivery of customer experience regimes by working within the Customer Experience Regimes Team to embed consistent and effective implementation across Train Operating Companies (TOCs) (both DFTO Operators and those on NRC contracts) helping to drive high standards of passenger service.
• Lead the monitoring analysis and reporting of customer experience performance across allocated contracts using a suite of key metrics and regime measures (including objective indicators such as service quality and perception-based insights such as the Rail Customer Experience Survey (RCXS)).
• Take ownership of end-to-end data analysis to produce accurate high-quality and tailored insights for DFTO leadership policy teams and Train Operating Company (TOC) stakeholders supporting performance oversight and evidence-based decision-making
• Provide expert data-led advice and guidance on management of customer experience performance to internal and external stakeholders identifying trends risks opportunities and emerging issues across allocated contracts.
• Support effective commercial and operational decision-making contract management and performance improvement activity by translating customer experience data into clear recommendations driving targeted interventions and continuous improvement in customer experience outcomes.
• Contribute to target setting and calibration activities undertaking targeted deep dives to support the development and calibration of robust evidence-based service quality and customer satisfaction targets that are stretching but achievable. This includes analysing historical trends assessing performance drivers and modelling data-led scenarios to inform negotiations during business planning assessment periods and in-life changes.
• Evaluate the effectiveness of customer experience performance measures and methodologies by identifying trends risks and opportunities for improvement based on practical experience of their application. Support ongoing policy development and wider improvement initiatives offering flexible analytical support to meet emerging priorities across the team.
• Develop and enhance analysis and reporting capability across a broad range of customer experience metrics (including customer service accessibility complaints and performance during disruption) supporting a more holistic view of customer experience as the rail system evolves towards Great British Railways.
• Undertake targeted assessments to validate data quality and integrity including on-the-ground engagement through station and onboard Service Quality inspections where appropriate.
• Build strong collaborative relationships across organisations working closely with Train Operating Companies Network Rail and wider stakeholders to share insight challenge performance and drive continuous improvement in customer outcomes.

Knowledge Skills Experience & Technical Qualifications:

• Strong analytical capability with the ability to interpret and draw insights from complex data sets to support performance monitoring and decision-making including proficiency in data interrogation and handling large varied data sources.
• Excellent communication skills both written and verbal with the ability to present complex information clearly and adapt messaging to suit a range of audiences and stakeholder needs.
• Ability to build and maintain effective working relationships across teams and organisations including influencing and collaborating with internal and external stakeholders such as Train Operating Companies Network Rail local transport authorities and the Department for Transport.
• Experience working in a fast-paced high-pressure environment with the ability to prioritise and deliver high-quality work to tight deadlines.
• Strong organisational skills with the ability to manage competing priorities and coordinate work across multiple activities or stakeholders.
• High level of proficiency in using data analysis and Microsoft Office tools (particularly Excel and PowerPoint) enabling the production of robust reporting clear insight generation and effective performance tracking.
• Demonstrated commitment to customer-focused outcomes ensuring that service users or passengers are at the heart of decision-making and delivery.

Interview Information and process:

Please allow up to 1 hour and 30 minutes for the interview although you may not require the full duration. The interview will consist of two parts. The first part will be a 30-minute data analysis exercise completed using one of our terminals which will be provided on the day. This exercise is designed to assess your ability to interpret information analyse data and present clear evidence-based conclusions.

The second part will be a competency-based interview during which we will explore your previous experience achievements and examples of how you have demonstrated the key skills and behaviours relevant to the role. We may also take the opportunity to discuss your CV in greater detail and ask follow-up questions to gain a deeper understanding of your background experience and suitability for the position including any key details you would like to highlight.

Vacancy Details:

Duration: Perm
Location: We currently have offices in London Waterloo Leeds Birmingham/ Hybrid
Salary: Range 38000 to 42000
Closing date: 24th August 2027

DFTO Locations:

DFTO currently have office locations in London Birmingham and Leeds and individuals can be based from any of the three locations. Whilst we do offer hybrid working there are sometimes demands to travel to the other office locations.

DFTO Benefits:

Annual Leave: Starting at 25 days and rising to an additional day per year of service completed within the first 5 completed years up to a maximum of 5 additional (30 days)

DC Pension Scheme: 10% Employer contribution 5% Employee contribution

Opportunities to learn and network across the wider industry

Additional Information

Disclaimer: Candidates applying for this position on a secondment basis must inform their line manager prior to submitting their application. This is to ensure transparency and facilitate any necessary discussions regarding workload and responsibilities.

About our people and the recruitment process - Were an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly as we know traditional working patterns dont always fit. If you want to consider working flexibly just let us know and well do our best to help and invest in your career with us whilst you have a healthy work life balance.

Contact: If you have any questions or reasonable adjustments please contact Name

Please do not email any CVs to us your application must be made by clicking the Apply button.