Customer Experience Modelling Manager
Added 12 Sept · still live
Not disclosed
Salary
Not disclosed by employer
£74,700
Going rate
Skilled Worker going rate
This role likely qualifies for a Skilled Worker visa
SOC 1139 (75% match) is an eligible occupation, with a going rate of £74,700, and DfT Operator is a licensed sponsor. That is our reading of the rules. Whether they issue a Certificate of Sponsorship is still their call.
Worth checking: this could also be SOC 1259 (Managers and proprietors in other services not elsewhere classified., Customer experience manager index entry fits the title), which is not on the eligible-occupation list. Ask DfT Operator what the duties actually are.
About the role
About DFT Operator
Join Our Team at DFTO
DFTO is the government’s public sector rail owning group. Its purpose is to bring all currently privately-owned train operators into public ownership in advance of the creation of Great British Railways in 2027 - and deliver improvements in the here and now by unifying and integrating train operations under common public ownership.
DFTO has over 30,000 employees, runs over 11,000 services a day and delivers over 930 million customer journeys across its networks every year. 7,000 people joined the railway family in the last year
Major improvements are being delivered by DFTO train operators (TOCs) that are already under public ownership - these are LNER, Northern, TransPennine Express (TPE), Southeastern, South Western Railway (SWR), c2c, Greater Anglia, WM Trains and GTR.
We work closely with the DfT but operate independently with our own governance and leadership teams. Our priority is ensuring efficient, dependable rail services for everyone.
Primary Purpose Of Job
This is a rare opportunity to establish a new analytical discipline at the heart of how the rail industry understands and improves customer experience.
As Customer Experience Modelling Manager, you will develop and lead a modelling framework for rail customer satisfaction, using the Rail Customer Experience Survey and wider industry evidence to support forecasting, target setting and better decision-making. Your work will help DFTO and the wider industry understand how improvements to customer experience affect satisfaction over the short, medium and long term.
You will bring together survey data, existing modelling, research and operational evidence to create a robust, practical framework for industry use. You will also build and maintain an industry-level model capable of forecasting customer satisfaction and helping decision-makers focus investment and improvement activity where it will make the greatest difference.
For the right candidate, this is an opportunity to shape an emerging area of industry practice, develop a nationally significant analytical capability and help create a more customer-focused railway.
Key Responsibilities
Join Our Team at DFTO
DFTO is the government’s public sector rail owning group. Its purpose is to bring all currently privately-owned train operators into public ownership in advance of the creation of Great British Railways in 2027 - and deliver improvements in the here and now by unifying and integrating train operations under common public ownership.
DFTO has over 30,000 employees, runs over 11,000 services a day and delivers over 930 million customer journeys across its networks every year. 7,000 people joined the railway family in the last year
Major improvements are being delivered by DFTO train operators (TOCs) that are already under public ownership - these are LNER, Northern, TransPennine Express (TPE), Southeastern, South Western Railway (SWR), c2c, Greater Anglia, WM Trains and GTR.
We work closely with the DfT but operate independently with our own governance and leadership teams. Our priority is ensuring efficient, dependable rail services for everyone.
Primary Purpose Of Job
This is a rare opportunity to establish a new analytical discipline at the heart of how the rail industry understands and improves customer experience.
As Customer Experience Modelling Manager, you will develop and lead a modelling framework for rail customer satisfaction, using the Rail Customer Experience Survey and wider industry evidence to support forecasting, target setting and better decision-making. Your work will help DFTO and the wider industry understand how improvements to customer experience affect satisfaction over the short, medium and long term.
You will bring together survey data, existing modelling, research and operational evidence to create a robust, practical framework for industry use. You will also build and maintain an industry-level model capable of forecasting customer satisfaction and helping decision-makers focus investment and improvement activity where it will make the greatest difference.
For the right candidate, this is an opportunity to shape an emerging area of industry practice, develop a nationally significant analytical capability and help create a more customer-focused railway.
Key Responsibilities
You will provide analytical leadership for customer satisfaction modelling, translating complex evidence into clear frameworks, forecasts and practical guidance that can be applied across the rail industry.
The primary objective of the role is to develop a customer satisfaction framework, analogous to the Passenger Demand Forecasting Handbook, that supports consistent forecasting, target setting and decision-making. You will define how the framework should interact with existing demand and revenue forecasting approaches, including how changes in customer satisfaction may influence passenger behaviour and commercial outcomes.
You will work with stakeholders across DFTO and the wider rail industry to define requirements, agree priorities and establish effective governance. You will collate and assess evidence from the Rail Customer Experience Survey, previous modelling work and wider research, identifying what drives changes in satisfaction and how those effects can be modelled credibly.
You will also lead the procurement and client-side management of specialist modelling, research or analytical support where required, ensuring third-party work is delivered to the right quality, scope and timetable.
This is a highly collaborative role requiring strong analytical capability, sound judgement and the ability to explain complex concepts clearly. Success will depend on your ability to combine technical rigour with practical application, build confidence among stakeholders and turn evidence into tools that support better customer and commercial decisions.
What You’ll Be Responsible For
The primary objective of the role is to develop a customer satisfaction framework, analogous to the Passenger Demand Forecasting Handbook, that supports consistent forecasting, target setting and decision-making. You will define how the framework should interact with existing demand and revenue forecasting approaches, including how changes in customer satisfaction may influence passenger behaviour and commercial outcomes.
You will work with stakeholders across DFTO and the wider rail industry to define requirements, agree priorities and establish effective governance. You will collate and assess evidence from the Rail Customer Experience Survey, previous modelling work and wider research, identifying what drives changes in satisfaction and how those effects can be modelled credibly.
You will also lead the procurement and client-side management of specialist modelling, research or analytical support where required, ensuring third-party work is delivered to the right quality, scope and timetable.
This is a highly collaborative role requiring strong analytical capability, sound judgement and the ability to explain complex concepts clearly. Success will depend on your ability to combine technical rigour with practical application, build confidence among stakeholders and turn evidence into tools that support better customer and commercial decisions.
What You’ll Be Responsible For
- Establishing subject-matter expertise in existing customer satisfaction and demand modelling, including the Customer Impact Model, so future development is grounded in relevant evidence and learning.
- Engaging stakeholders across DFTO and the wider rail industry to define modelling requirements, agree priorities and establish effective programme governance.
What we’re looking for:
- Strong analytical capability, including experience working with complex and diverse data sets and leading others in analytical work.
- Sound understanding of analytical best practice and the ability to apply it in practical business or policy contexts.
- Familiarity with statistical methods, research techniques and evidence-based decision-making.
- Advanced spreadsheet modelling skills and the ability to develop clear, robust and reusable analytical tools.
- Experience analysing survey data, particularly customer experience or satisfaction data.
- Working knowledge of the Passenger Demand Forecasting Handbook or related rail industry forecasting approaches.
- Experience working with rail industry data sets and evidence sources.
- Experience procuring, commissioning or clienting analytical projects delivered by third parties.
- Advanced understanding of statistical modelling approaches.
- Experience communicating analytical findings to senior, technical and non-technical stakeholders.
Duration: Fixed Term up to 31st October 2027 contract/secondment
Location: We currently have offices in London Waterloo, Leeds, Birmingham
Salary Range: £56,338 to £62,598
Closing date: 23rd September 2026
DFTO Locations:
DFTO currently have office locations in London, Birmingham and Leeds and individuals can be based from any of the three locations. Whilst we do offer hybrid working there are sometimes demands to travel to the other office locations.
DFTO Benefits
Annual Leave: Starting at 25 days and rising to an additional day per year of service completed within the first 5 completed years up to a maximum of 5 additional (30 days)
DC Pension Scheme: 10% Employer contribution, 5% Employee contribution
Opportunities to learn and network across the wider industry
Additional Information…
Disclaimer: Candidates applying for this position on a secondment basis must inform their line manager prior to submitting their application. This is to ensure transparency and facilitate any necessary discussions regarding workload and responsibilities.
About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.
Contact: If you have any questions or reasonable adjustments, please contact Jason.blakemore@dftoperator.co.uk
Please do not email any CV's to us, your application must be made by clicking the 'Apply' button.
About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.
Contact: If you have any questions or reasonable adjustments, please contact Jason.blakemore@dftoperator.co.uk
Please do not email any CV's to us, your application must be made by clicking the 'Apply' button.
This description is the source posting as it read when we added it. We are not affiliated with DfT Operator, so check their own site for the current details.
Where this offer sits in the market
SOC 1139 · UK · ONS ASHE 2025 · ~128k in sampleP25 £57kP75 £104k
£44kmedian £80kgoing rate £75k£129k
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Does this job guarantee visa sponsorship?
Not necessarily. DfT Operator holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 1139 going rate of £74,700. New-entrant and shortage discounts can lower it.