Organisation: RSSB
Location: London, UK
Deadline: 26 June 2022


The Head of Engagement is responsible for delivering excellence in the multi-faceted customer and stakeholder journeys and experience at RSSB. They will be the organisation lead for one of the five Corporate Objectives: Customer Experience.  The remit covers not only the management and leadership of their team, but the external customer delivery, service behaviours, culture, and attitude of the entire organisation.  The role covers Member Engagement, Public Affairs, Stakeholder Liaison, and Industry Groups Management.  A key part of the role is representing the organisation externally with senior members of the rail industry, government, and devolved authorities.


  • Lead the customer experience strategy which drives, embeds and continually improves the customer focus behaviour and culture across the organisation, including influencing and garnering support from ExCo and functional directors.
  • Lead the Engagement team, co-ordinating efforts across Internal, Member and Stakeholder groups. Stakeholders include Government, Regional Transport Bodies and other rail-related organisations.
  • Lead an internal change program to embed customer behaviours into the organisation and deliver targets on external Net Promoter Scores.
  • Use NPS and Investors In Customers to monitor and improve customer service on an annual basis.
  • Refine and implement a robust external engagement strategy, which delivers on members and stakeholder needs and leads to RSSB becoming valued as a partner.
  • Act as a key representative of RSSB to external stakeholders; building significant relationships with director level stakeholders and members.
  • Lead the wider, external stakeholder engagement plan, developing robust relationships across owning groups, regional transport authorities and other key stakeholders.
  • Champion CRM and drive its use, demonstrate its benefits and utilise its outputs effectively as part of the engagement plans.
  • Own relationships with key members and stakeholders.
  • Work closely with marketing and business development teams; ensuring that the customer needs are clearly articulated and always at the front of their minds.
  • Guide the day to day activities of the membership, public affairs and industry groups teams.
  • Undertake continuous analysis of competitive environment and consumer trends


  • A track record of success in substantial customer focussed roles.
  • Experience in Public Affairs, ideally across national and regional government.
  • Extensive experience of managing a team and providing leadership to ensure excellent levels of service to internal, and external, customers.
  • Experience of leading and managing change at a team and organisation level.
  • Experience in managing a diverse portfolio across multiple stakeholder types.
  • Experience of leading a team through change.
  • Ability to present concepts in new ways and from new perspectives.
  • A strategic thinker who can navigate between the bigger picture and detail.
  • Politically astute with the confidence and credibility to influence at the highest level internally and externally and with experience of developing networks within the political and media landscapes.
  • Ability to build, develop and maintain networks and relationships which influence customer experience strategy.
  • An ability to communicate, articulately, and constructively with a wide range of personalities.
  • Ability to present concepts in new ways and from new perspectives.
  • Experience of building and developing a customer focussed team (desirable).
  • Demonstrate alignment to RSSB’s values and vision for ’a Better, Safer Railway’.

Application process

Please apply using your CV and a cover letter detailing your experience and skills in direct relation to the requirements of this position. Applications that do not include a cover letter will not be considered.

The closing date for applications is Sunday 26 June 2022

If you have any questions or queries about the role before completing your application please feel free to get in touch with

You can find out more about RSSB by visiting our website at

Good luck with your application and thank you for your interest in RSSB.