Travel Experience Project Manager

• Free Eurostar tickets
• Discounted tickets for your friends and family
• An inclusive cultural environment that values training and development

Eurostar is an equal opportunity employer and encourages applications from qualified and eligible candidates, regardless of gender, race, disability, age, sexual orientation, religion or belief, marital status or pregnancy.

At Eurostar, we want to offer you the best experience for your travels in Europe. Join us and you will be part of a dynamic, connected, and multicultural team that feels at home in four countries and shares a common goal: creating an exceptional experience for our passengers.

Would you like to be part of this journey?

As Travel Experience Project Manager, you will be responsible, depending on the subject, for the design and preparation, the steering and coordination, the deployment and support, and the monitoring and feedback of On-Board Experience projects in connection with the new Bienvenue Chez Nous (BCN) charter.

To do this, you will have to:

• Deploy on-board experience standards

You are the guarantor of the transformation of the customer experience on the ground:

• Steer the deployment of service standards defined by the Customer Experience teams.
• Translate brand ambitions into concrete operational practices, while respecting operational challenges.
• Design, with the field teams, the deployment, communication, and support methods for the new standards (Caring Round, Farewell, announcements, service journey, etc.).
• Guarantee a homogeneous and consistent experience on board, both for Eurostar teams and for our external partners.
• Rethink processes with a customer-centric approach in order to identify and implement high-value-added improvements for travelers.
• Support change and engage teams

Because an exceptional customer experience relies above all on people, you:

• Define and steer the change management strategy.
• Animate and develop the Sparkers network, true ambassadors of the on-board customer experience.
• Encourage the sharing of best practices and peer-to-peer coaching initiatives.
• Design engagement, recognition, and appreciation campaigns to bring the service culture to life daily.
• Support managers in the ownership and deployment of new standards within their teams.
• Steer performance and measure impact

You transform data and field observations into levers for improvement:

• Define monitoring mechanisms for the application of service standards.
• Design tools and methods for measuring field performance.
• Implement and analyze key customer experience indicators.
• Build relevant dashboards, share results, and recommend action plans.
• Identify opportunities for progress and steer corrective actions in collaboration with operational teams.
• Bring continuous improvement to life

Permanently listening to our travelers and our teams, you:

• Exploit customer feedback, field observations, and performance data to identify areas for improvement.
• Steer problem-solving processes and continuous improvement initiatives.
• Measure the impact of implemented actions on customer satisfaction and operational performance.
• Contribute to the evolution of our Customer Experience standards by bringing the voice of the field.
• Coordinate stakeholders and unite them around a common vision

In an international and cross-functional environment, you:

• Ensure the interface between the Customer Experience, Ground & On-Board Services, Operations, Commercial teams, Stations, Rolling Stock teams, as well as our external partners.
• Coordinate all actors in order to guarantee a smooth and consistent deployment of projects.
• Ensure permanent alignment between the Customer Experience strategy and its operational implementation.
• Communicate regularly on progress, results, and successes in order to promote the sharing of best practices and collective engagement.

NB: Frequent travel across the entire Eurostar network is to be expected.