Network Rail
Stations Transformation Insights Lead
Location: London, GB
Department Name: CT St Pancras QX (989201) G1
About Network Rail
Join our Operations Team in Network Rail High Speed as a Stations Transformation Insights Lead.
Network Rail High Speed Ltd. (NRHS) operates and maintains the UK’s only international high-speed railway (HS1), including track, signalling, overhead line, buildings, depots, viaducts, and tunnels. NRHS also manages three international stations: St Pancras, Stratford, and Ebbsfleet International. As a subsidiary of Network Rail Infrastructure Ltd, NRHS is privately financed and engages in railway infrastructure maintenance, operations, station facilities management, and retail.
Our Vision: For everyone to love High Speed rail!
Our passengers and freight users are at the heart of everything we do. We connect people and ensure goods reach their destination safely and efficiently. We are an organisation where people matter, and you matter to us and to millions.
The Role and Job Purpose
To analyse passenger feedback to gain insights that inform the stations transformation programme and decision-making regarding customer experience within the managed stations.
Key Accountabilities
- Develop communication media to inform and educate the route on customer needs.
- Manage the utilisation of passenger feedback, insights, and analysis to foster a collaborative customer approach with TOCs.
- Contribute to the development of the stations transformation programme activities and strategies to align deliverables with customer satisfaction initiatives.
- Lead the provision of management information through appropriate channels, using up-to-date reports on station research findings and relevant insights.
- Lead the review and analysis of the Network Rail Passenger Survey and TOC customer satisfaction surveys to identify areas for improvement.
- Identify new channels for passenger feedback, such as social media, and incorporate them into the stations transformation programme.
- Manage the implementation of agreed changes to deliver tangible benefits and improvements to overall customer satisfaction, including Network Rail Passenger Survey results.
- Analyse all stations customer research activities in a structured, open, and consistent manner, collaborating with station managers to deliver activities on time and within budget.
This is a permanent opportunity to be part of a unique business connecting the UK to Europe.
We are dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. We aim to be an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce to create a safe and accessible railway for everyone.
Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you’re passionate about making a meaningful impact, this opportunity is for you!
About Our People and the Recruitment Process
We are an inclusive employer of choice and welcome applications from everyone. We encourage our colleagues to work flexibly, understanding that traditional working patterns don’t always fit. If you wish to consider working flexibly, please let us know, and we will do our best to accommodate and invest in your career while supporting a healthy work-life balance.
We are a Disability Confident Leader employer and will make every effort to adapt the process and offer reasonable alternatives to support people with disabilities in accessing, applying for, and interviewing for roles.
The Person
So, who are we looking for?
Essential
- Successful experience of developing and presenting new concepts.
- Strong verbal and written communication skills.
- Excellent analytical skills.
Desirable
- Educated to degree level.
- Knowledge of or experience in the UK rail industry.
- Customer Insights background.
Important Stuff
The role is based at London St Pancras, with frequent travel expected to other office and site locations along the High Speed line.
What can we offer you in return?
We follow a structured pay framework. The offered salary will be within the following range: £35,582 – £42,218 (plus an inner London allowance of £3,270).
In addition, we offer a rewarding career with excellent benefits, including:
- 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, and more.
- Generous maternity, paternity, and adoption leave to support employees during significant life moments.
We are dedicated to creating an inclusive environment for our people. We want our employees to reflect the diverse communities we serve. We welcome different and fresh ways of thinking and encourage a culture where people feel empowered to act. We would consider flexible working.
Closing Date and Application Process
The closing date is 8 May 2026. Late applications will not be accepted. Network Rail High Speed reserves the right to close the advert early depending on application volume.
For further information or an informal discussion about the role, please contact: louise.duncan@networkrail.co.uk
Drugs and Alcohol Standard
All prospective candidates offered a conditional role will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on the Sentinel database, and a 5-year suspension from applying for a safety critical role, a role requiring PTS certification, or a Key Safety role on Network Rail Managed Infrastructure will be enforced.
You can visit Evenbreaks Career Hive for advice on accessibility support if you are unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.
All offers of employment are conditional upon satisfactory completion of pre-employment checks.
