Customer Experience Programme Facilitator

As Customer Experience (CX) Programme Facilitators, you will deliver impactful and energetic training to inspire our people to deliver the best ever customer experience and encourage cultural transformation in a new chapter for Southeastern, through engaging discussions and activities framed around our Ways of Working.

As a visionary in culture change you, will lead facilitated workshops in a unique and trail blazing new programme delivered to our customer facing staff across the organisation. The CX facilitator will emotionally engage our teams to motivate and embed real skills to arm them with the drive, confidence and competency to deliver exceptional experiences for our customers.

The ideal candidate will live our ways of working every day; 'thinking What If' we try a new approach, 'show they care' through listening to colleagues' experiences and supporting mindset change and 'making great things happen', encouraging colleagues to create tiny but significant moments for our customers.

This role is a Monday-Saturday role where you will work 5 out of the 6 days on a rolling roster. The working hours are 08.30 - 16.30.

Your time will be spent at either our Training Centre in Kent or our Training Centre in the London region.

We will trust you with

This role will have a number of responsibilities that include but are not limited to:

• Creating a lively and safe environment, leading and coaching colleagues to participate in experiential behavioural development


• Acting as a role model to the learners in a way that constantly displays the company's Ways of Working and taking responsibility for the direction and guidance of learners attending the Customer Experience programme.


• Ensuring colleagues meet the programme's learning outcomes, leave energised and are confident in working towards Southeastern's customer experience transformation goals.


• Problem solving in the moment by responding to challenges and using your experience and positive mindset to encourage change.


• Ensuring that all courses are delivered in adherence to the training plan, and support the Project Manager in administration, reporting and design aspects of the programme to meet the project's goals.
  
  Experience in delivering new visions and ideas that bring about culture change, creating buzz and excitement


• A background of coaching others on self-development or behavioural change with a positive approach, particularly when presenting a brand new 'outside the box' vision.


• Experience of delivering talks or learning material through storytelling with measurable impact on audience, especially those who may be resistant to change, influencing them to ensure buy in


• Experience of developing/supporting others to improve or make changes through empowerment and personal responsibility


• Experience of presenting ideas and theories confidently and purposefully to engage colleagues in group settings, communicate clearly and facilitate behavioural learning and development.


• Previous experience of impacting behavioural change in customer experience teams with a customer-centric mindset


• Experienced in partnering with stakeholders at all levels to deliver projects.


• A coaching qualification would be advantageous, but is not essential.
  
  We're one of Britain's busiest train operators, serving London, Kent and parts of East Sussex. We run over 1,700 trains a day, carrying more than 500,000 passengers and serving 180 stations.


However, working on our railway is more than getting passengers from A to B. It's about all the little moments that make a difference to their journey.

It's also about making our railway a great place to work. With a team that represents the communities we serve. This is a journey we're fully committed to and we're proud to have been named a 'Great Place to Work' at the 2023 National Rail Awards and endorsed as a WORK180 Employer for Women.

Our ways of working are what we expect of everyone at Southeastern. They are powerful. Tiny moments, every day, from every one of us, add up to massive, positive change. Improving how it feels to work here and how it feels to travel with us.