TRU Customer Lead (FTC)

BUSINESS FUNCTION: Strategic Development
SALARY: £51,919 - £64,625.00 / Grade:ML2/SB1
ROLE TYPE: Fixed Term Contract – 12 months
LOCATION: Manchester, Leeds or York
HOURS: 37

This role is open to colleagues currently working at Northern and/or the Transpennine Route Upgrade only, other applications will not be considered for this role.

Is Process Improvement ‘Your Thing’?

The TRU Customer Lead will ensure that the needs of Northern’s customers are central to every decision made in the development, planning, preparation and delivery of the Transpennine Route Upgrade (TRU) programme - a transformative, multi-billion pound railway programme that will better connect passengers in the North between Manchester, Huddersfield, Leeds and York.

Connecting millions of people and communities across the North is our mission. With 2,500 trains a day, we connect people to jobs, friends, family, and the wonders of the North.

We're improving rail travel, enhancing the experience on board and at stations. Customers are at the heart of our business as we improve performance and create a better way to go.

We're driving economic value and sustainable growth for the North and its people. Our commitment to the environment means reducing our impact and enhancing the world around us.

About the role:

This role is Northern’s Customer Experience Champion in cross industry groups concentrating on enhancing customer experience, developing highly focussed customer handling plans and leading Northern’s customer experience input on this multi-organisation programme , while protecting the reputation of Northern, the programme and the wider railway while customers are disrupted during delivery.

Managing a team across the programme this role is committed to putting the customer at the heart of the Transpennine Route Upgrade.

This role is highly visible across the programme and there is an expectation to travel across the route including Manchester, Leeds and York, including occasional work outside of traditional office hours to support frontline colleagues in the delivery of customer handling plans.

This is a varied and challenging role, but here is a taste of what your day-to-day activities could include:

· Develop and propose innovative strategies to enhance overall customer experience aligned with the Transpennine Route Upgrade commitment to transform travel for people across the north.

· Drive the development of cross-industry strategies related to customers, identifying and delivering effective Customer Handling Plans.

· Provide operational input into TRU works delivery planning, ensuring customer-focused arrangements for amended services.

· Share Northern's best practices with other operators and integrate external best practices into daily operations.

· Develop and maintain processes for understanding and mitigating project and operational risks.

About you:

You will need to have broad experience of delivering for the customer in the railway industry. As a leader on the programme you will need to be able to demonstrate strong leadership and communication skills. You will be comfortable working on large, fast paced programmes, working with colleagues across a variety of organisations.

We’re also looking for the following:

· A detailed understanding of railway group standards and their application to stations and timetable planning

· A working knowledge of Network Change, Station Change and other Regulatory processes

· A working knowledge of CSM and Interoperability legislation, standards and their application in railway programmes

· Good knowledge of engineering planning processes and timescales

· Educated to degree level or similar qualification

· Project management qualification e.g. APM or PRINCE2

What’s in it for you?

At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:

Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.

Generous Pension Scheme: We top up your contributions by 1.5 times.

Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.

Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.

Electric Car Scheme: Lease a brand new electric or plugin hybrid car.

Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.

Employee Assistance Programme: 24/7 support for family, lifestyle, and more.

Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.

Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

Why Northern?

We’re more than just a train operator. We’re the heartbeat of the North – connecting communities, creating opportunities, and driving sustainable growth. With 2,650 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment.

Back in 1825, the first passenger train set off in the North of England, beginning a journey that would transform travel across the world. We’ve recently celebrated 200 years of the modern railway and, as we reflect on that legacy, our focus is now on the future as Great British Rail takes shape. Join us at this pivotal moment in rail history and play your part in our journey.

A place for everyone

The best journeys happen when everyone feels welcome on board.

At Northern, we don’t just move people from A to B - we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview.

We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment.

No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.