Senior Director - Customer Experience Design and Innovation (BU 5)

Role Summary:

Leads the vision and strategy for the design and innovation of customer experiences across all transport modes. This role combines service design, innovation frameworks, and customer-centric thinking to drive excellence in transport experiences from concept to implementation.

Key Responsibilities:

·       Develop and lead a holistic customer experience design strategy aligned with business goals.

·       Introduce and oversee innovation initiatives to enhance multimodal journeys.

·       Apply design thinking, service design, and systems mapping to develop new customer touchpoints.

·       Work with stakeholders across operations, digital, and planning to ensure seamless integration of CX initiatives.

·       Oversee the customer journey mapping, persona development, and voice-of-customer research programs.

·       Mentor a small team in driving user-centred design approaches and innovation labs.

Behavioural Competencies:

· Strategic Visioning – Creates and communicates a compelling future-state for customer experience that inspires innovation and long-term change.

· Design-Led Thinking – Applies human-centred design principles and promotes experimentation and iteration across projects.

· Influential Leadership – Builds alignment across functions, fostering a collaborative culture that embraces innovation and design.

· Customer Obsession – Advocates passionately for the customer in all decision-making, ensuring experiences are inclusive and intuitive.

· Resilience and Agility – Maintains momentum through ambiguity and pivots quickly in response to feedback or emerging insights.