Head of Innovation and Business Transformation

Why LNER?

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.

At LNER, we're not just running trains — we're reimagining the future of rail. As we continue to modernise the railway and deliver better outcomes for our customers, we're looking for an experienced Head of Innovation and Business Transformation to lead the design and execution of LNER's enterprise transformation, innovation and digital reinvention strategy.

Accountable for targeting over £50m in cumulative value over a three-year horizon, you will be identifying and implementing initiatives that will help redefine operating models, improve performance, reduce cost, and establish LNER as a UK transport leader in AI, Machine Learning, Automation, and Operational excellence, through technology and data-driven decision‑making.

As our Head of Innovation and Business Transformation, you will lead digital transformation across customer experience, operations, technology, and commercial strategy, and represent LNER across industry, government, and public forums to drive the wider sector's transformation agenda.

You’ll be responsible for the 6 areas of the Innovation and Transformation Team at LNER, which includes:

1. AI Strategy and Governance

Leading the definition and execution of LNER's AI vision, including:

• AI Design Principles AI Trust Framework
• Governance models
• Organisation Design Principles
• Industry-level coordination(e.g. project trackers across the DFTO)
• Embeds AI safely, scalable and ethically across operational and customer domains

2. Machine Learning (ML) Product Development

Leading thein-house Machine Learning team including:

• Data scientists, Data engineers, and product managers
• Technical lead and lead product manager
• Delivers applied ML products that drive transformation and generate significant ROI

3. Innovation and Research

Leading innovation POCs and research through:

• Future Labs accelerator programme
• Industry and startup partnerships
• High-value concept validation (e.g., new AI tools, predictive models)
• Focused on generating future business value through experimentation and early adoption

4. Business Process Improvement (Automation)

Leading and scaling LNER's automation strategy across:

• Low/no-code tools (e.g., Power Platform)
• Robotic Process Automation (RPA)
• Digital workers and intelligent agents

5. Customer Contact Transformation

Leading the transformation of customer service and contact channels using:

• Digital automation (e.g. AI Agents to support human agents, and Delay Repay, complaints handling)
• AI-powered tools for agent assist and self-service
• Redesigns of contact operating models to reduce volume and improve CX

6. Performance and Service Delivery Transformation

Leading strategic digital transformation across:

• Live train tracking
• Delay causation analytics
• Disruption recovery and contingency automation
• Development of LNER's AI Disruption Agent for real-time passenger communication
• Underpinned by an Intelligent Data Platform enabling cross-functional value from AI and ML

• Extensive experience as a senior leader in digital transformation, AI, or innovation functions
• Proven track record of delivering AI, machine learning, automation, and Target Operating Model (TOM) initiatives with measurable business impact
• Executive-level communication, stakeholder influence and governance leadership
• Public speaking, media engagement, and industry collaboration at national level
• Visionary, commercially astute, and culturally aware change leader

• 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 this sound like you, what are you waiting for?

Apply now!