Head of Experience Design & Proposition Development (FTR)

Network Rail

  • London
  • £85,395-101,323 per year
  • Permanent
  • Full-time
  • 6 days ago
The fares, ticketing and retail (FTR) programme is the cross-industry programme to transform how passengers purchase and use tickets. Our aim is to establish a modern, consistent and integrated FTR system that is of high quality and maximises value for passengers and taxpayers. By embracing innovation and collaborating with industry partners, we are delivering a smarter, more efficient and passenger focused approach to rail travel.This is a great opportunity to be part of a team delivering on improving the things which customers regularly identify as a priority to fix. You may have already seen some of our work: Pay As You Go (PAYG) pilots announced in the , , expansion of Contactless PAYG in and on some long distance routes.The has highlighted reform of fares and ticketing, including establishing , as a key part of rail reform. The FTR programme will deliver industry-wide modernisation and reform of the complex and fragmented fares landscape. This will enable GBR to simplify the ticketing system and make it easy for passengers to find the right fare.Brief DescriptionWe're looking for a Head of Experience Design and Proposition Development to join our Fares Ticketing and Retail Team!About the role (External)We're seeking a dynamic individual to lead and embed a customer-centric delivery focus within the FTR programme, taking ownership of industry-wide projects and initiatives that deliver meaningful customer outcomes.In this role, you will be responsible for developing propositions through insights and research to inform project design and aid delivery outcomes. You will lead the provision of a clear and consistent FTR customer experience vision and strategy across the industry and at all customer touchpoints.You will manage experience design, proposition development and customer research, acting as a guiding mind to senior leaders across the rail industry. You will also develop and own key cross-industry relationships to build stakeholder support and upskill colleagues to adopt experience design best practice and a customer-focused mindset.What you'll bring...
  • Strategic thinker with experience leading teams to design and deliver customer experience strategy, translated into innovative and deliverable customer propositions, informed by research.
  • Strong engagement and stakeholder management skills, with the ability to influence stakeholders at all levels, internal and external to the organisation to generate enthusiasm, interest and buy in for wide-reaching customer initiatives and propositions.
  • Proven ability to synthesise and analyse complex information, understand and identify risks and opportunities.
  • Proven commercial acumen, with an understanding of how customer experience design can drive key strategic and commercial decisions, and experience of financial management and business case development.
  • Experience of leading strategic customer experience innovation, designing and delivering innovative propositions
  • Knowledge of, and proven experience of applying project management principles.
  • Experience with supplier management, including design agencies.
  • Experience of Design Thinking methodology.
How to apply (External)Salary: £85,395 - £101,323Closing date: 11/09/2025 . - Late applications will not be accepted.This role requires working in the office 2/3 days a week.Click apply now to apply.What does our recruitment process look like? * Once you have applied, our Recruitment Specialist will look at your CV.
  • If your experience matches what we're looking for, you'll be invited to an interview.
You can visit for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.Network Rail Benefits -All offers of employment are conditional upon satisfactory completion of pre-employment checks.***Some of our roles require face to face Drugs & Alcohol testing. Further details will be shared with you as part of your formal offer.****

Network Rail