Head of Customer Service & Experience

About the role

The Head of Customer Service & Experience leads the department responsible for safe, efficient and passenger‑focused operations across DTL stations and trains. Reporting to senior management, this role ensures high standards of service, staff performance and passenger satisfaction throughout the network.

Key responsibilities

• Plan, direct and manage Duty Operations Managers and Station Managers to ensure safe and efficient passenger movement.
• Oversee the Customer Service & Experience team, driving continuous performance monitoring and competency assurance.
• Develop, review and enforce RTS rules, DTL Operating Rules, local work instructions, crowd‑control and emergency contingency plans.
• Collaborate with Corporate Communications, Legal, Rail Engineering, LTA and other stakeholders on passenger‑related matters and system design impacts.
• Lead the implementation and monitoring of the Safety Management System at departmental level.
• Maintain and improve passenger relations and overall service quality.

Required profile

• Diploma holder; preferably a member of the Chartered Institute of Logistics and Transport or a relevant engineering institute.
• Minimum 5 years of management‑level experience in public transport or railway operations.
• Strong knowledge of modern metro system operations, safety, efficiency and reliability.
• Demonstrated leadership, strategic thinking, decision‑making and crisis‑management capabilities.

Required skills