Customer Experience Leader

Start date for this role is the 11th May 2026.

Psychometrics testing is booked for the 5th March 2026.

Interviews are provisionally booked for the 26th March 2026.

Advertised salary is full time 35 hours and is inclusive of an attendance allowance worth up to £5,239.

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

We're glad you asked!

Our Customer Experience Leaders (CEL) are responsible for leading the on board team and the delivery of the on board customer experience standards, in line with the LNER values. You and your team will be on hand to provide an exceptional and personalised customer experience. From creating a warm welcome and assisting with luggage to serving tea and coffee our CEL's are responsible for maintaining the comfort and safety of all our customers on board.

Working alongside the Train Manager you'll help to maintain a safe environment, ensuring that bikes, bags and other belongings are stored correctly, and supporting with ticket checks when required.

In addition to these responsibilities, alongside the Train Manager, our CEL's support with the leadership and performance of their onboard colleagues. This means ensuring that your team are clear on their roles and responsibilities, developing their potential and motivating them to provide customers with memorable experiences. At the same time you'll ensure our cafe bar and the Let's Eat at Your Seat service for our standard class customers is running, with all stock levels maintained and all compliance processes followed.

Think you can manage all of this whilst travelling at 125mph? Then this is the job for you!

• Be a customer experience professional – you'll be highly motivated, organised and have a genuine passion for working with customers, ensuring that they receive the best possible service whilst on board our services.
• Be happy to support the Train Manager in leading the on board team to deliver exceptional customer experience therefore we're looking for someone who has leadership and coaching experience.
• You'll have existing knowledge of ticketing and routes so you can help our customers with any questions they may have.
• Have an understanding of revenue and cost targets in order to help drive our commercial performance on board and be able to comply with policies and procedures.
• You'll be qualified in CIEH Level 2 Food Hygiene or equivalent.
• Due to the sale of alcohol, you will need to be aged 18 or over to apply.
• Finally, you'll need to be flexible - our Customer Experience Leaders are on hand to assist our customers and colleagues early in the morning, late on an evening and over weekends so you'll need to be able to fully commit to working shifts.

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Generous pension scheme
• Annual cycle to work schemes
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

If you are successful in your application and are new to the business, we will undertake a basic DBS check as part of our pre-employment checks. This only happens once we have conditionally offered you the job. Here we check for any unspent convictions and conditionalions under the…