Network Rail
About Network Rail High Speed Ltd.
Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK’s only international high-speed railway, High Speed (HS1). The 109km HS1 infrastructure consists of a diverse range of railway assets such as the track, signalling, overhead line, lineside buildings, depots, viaducts and long tunnels. NRHS is also responsible for operating and maintaining three international stations; St Pancras, Stratford, Ebbsfleet International. As a wholly owned subsidiary of Network Rail Infrastructure Ltd, NRHS is privately financed under an agreement with our client ‘HS1 Ltd’, undertaking a diverse range of activities from railway infrastructure maintenance and operations – through to station facilities management and retail on behalf of our client.
Our Vision is to deliver the best High Speed rail customer experience. Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We’re an organisation where people matter. When you’re part of our team, you matter to us and you matter to millions.
Vacancy Details
Duration: Permanent role based at St Pancras International station.
Salary: £35,582 – £42,218 (plus inner London allowance of £3,270)
Benefits and Perks
- Generous annual leave (28 days plus statutory days) with the option to buy/sell days.
- Defined benefit pension scheme.
- 75% subsidy on rail and underground season tickets.
- Up to 75% off leisure travel.
- Interest-free travel loan for train and car park season tickets.
- Discounts at some stations with your Network Rail pass.
- Flexible/hybrid working arrangements.
- Volunteer leave to make a positive impact.
- Healthcare scheme, GymPass discounts, cycle to work scheme – plus more.
- Generous maternity, paternity and adoption leave to support our employees during significant life moments.
About the Role: The Role and Purpose
This role is responsible for analysing passenger feedback and insight to inform decision-making and shape the Stations Transformation Programme across route-managed stations. By translating customer data into actionable insight, the role ensures that customer experience is embedded within operational and strategic delivery, driving continuous improvement in passenger satisfaction.
Key Accountabilities
- Develop and deliver clear, engaging communication outputs to inform and educate route teams on customer needs and emerging insights.
- Lead the effective utilisation of passenger feedback, insight and analysis to support a One Team customer approach, working collaboratively with Train Operating Companies (TOCs).
- Contribute to the development of Stations Transformation Programme strategies and activities, ensuring alignment with customer experience and satisfaction objectives.
- Own the provision of high-quality management information, delivering timely and insightful reporting on station performance, research findings and customer trends.
- Lead the analysis of the Network Rail Passenger Survey and TOC customer satisfaction data to identify key focus areas and drive targeted improvements.
- Identify and integrate new sources of passenger feedback, including social media and emerging insight channels, into the continuous improvement framework.
- Manage the implementation of agreed initiatives, ensuring delivery of measurable improvements in customer experience and satisfaction outcomes.
- Analyse station-level customer research in a structured and consistent manner, working closely with station leadership teams to deliver agreed activity to time and budget.
- Lead the management and reporting of passenger assistance data, ensuring insight is used to improve performance and operational delivery.
- Coordinate event planning and oversight, ensuring stations are prepared for events that impact footfall, with clear briefing materials and operational packs provided to frontline teams.
- Manage and analyse station complaints, using feedback to identify trends, root causes and opportunities for service improvement.
About the Role: Overview
This is a permanent opportunity to join a truly unique organisation that connects the UK with Europe. You will play a key role in shaping how customer insight drives operational and strategic decisions across some of the UK’s busiest and most high-profile stations.
Diversity & Inclusion
We are committed to building a diverse and inclusive organisation that reflects the passengers we serve. By embracing different perspectives, skills and experiences, we aim to create a safe, accessible and welcoming railway for everyone.
Our People & Recruitment Process
We are an inclusive employer of choice and welcome applications from all backgrounds. We support flexible working arrangements, recognising that traditional working patterns do not suit everyone. We are committed to supporting your career development, while enabling a healthy work-life balance. As a Disability Confident Leader, we will make every effort to provide reasonable adjustments throughout the recruitment process to ensure it is accessible and supportive.
Next Steps
CV shortlisting will take place after the advert closes. Early applications are encouraged, as we may close the advert early due to high application volumes. Should you require any reasonable adjustments/modifications, please add a note to your application. We encourage you to review our Safety Vision, as safety is an important part of the culture at Network Rail. All external offers of employment are conditional upon satisfactory completion of pre-employment checks.
The Person: Experience and Skills
So, who are we looking for? Please see below for the essential and desirable criteria:
Essential Criteria
- Successful experience of developing and presenting new concepts.
- Ability to demonstrate strong verbal and written communication skills.
- Ability to demonstrate excellent analytical skills.
Desirable Criteria
- Educated to degree level.
- Knowledge of/experience in the UK rail industry.
- Customer Insights background.
