Passenger Experience Lead
Are you passionate about creating the best customer journey while balancing design, comfort, and functionality to ensure the best customer experience combined with a strong focus on quality requirements and budgets? Then you might be the one we are looking for!
The preparations for one of Denmark's most exciting projects are starting now, and you will have a crucial role in participating in the foundational decisions.
The Copenhagen Future Rail Network
The train is the future, but the future is not waiting for the train. Therefore, DSB is investing to ensure the Danes an environmentally friendly and attractive alternative to cars, buses, and aircraft. The Copenhagen Future Rail Network must promote growth and mobility in the metropolitan area and continue to contribute to a climate-friendly urban environment.
Over the coming years, the Greater Copenhagen S-train Network will be transformed from a traditional urban railway into the largest fully automated driverless transport system in the world. It is a major change to our 90-year-old railway, and it must all succeed without affecting the 375,000 times a day our customers choose to take a S-train.
About the job
The Passenger Experience Lead is responsible for the customer experience in the new S-trains that the Program purchases, and must support requirements specifications, schedules and processes for completion, and in addition gather material regarding the customer experience to be aligned with relevant main stakeholders such as the steering committee.
Furthermore, you will have to ensure that the relevant documentation and evaluation reports are compiled on the subject, including general preparation of relevant material for the negotiating rounds with the suppliers.
As a Passenger Experience Lead, you will be responsible for our entire customer experience from A-Z, from the digital platforms that the customer meets, to stations and platforms, the train seats, and passenger information systems, etc. Throughout the process, you must lead and motivate your project team so that deliveries are timely and of the right quality.
Your specific tasks
You will be responsible for creating the Design Guide and relevant technical requirements in collaboration with the Program's advisors and stakeholders internally at DSB such as our Commercial Department.
After selecting suppliers, the design phase, and the verification and validation phase begins, where you will be responsible for setting the direction of the final detailed design, including on-time ensuring relevant input to the train-provider. Stakeholders, including user groups, etc., are involved to the extent that it adds value to the process.
The Passenger Experience Lead is also responsible for following up on design within the first period of real passenger operation (approx. 6-12 months) and assessing whether adjustments related to the customer experience and Commercial business strategy for DSB should be made.
Your professional skills
- You have a technical education background, i.e. industrial designer, civil engineer or similar.
- You have good references from previous complex projects where you have been the front figure for creating the best customer experience with good results.
- As a person, you are motivated and passionate about your profession. At the same time, you enjoy variation and many work tasks, and you work well with different professions and disciplines.
- You are good at planning and prioritizing even when you are multitasking.
- You are a team player and understand the importance of the interaction between the many stakeholders in a large and complex program.
An exciting and meaningful job with room for your own ideas and great responsibility with influence in the “Copenhagen Future Rail Network” and in creating an environmentally sustainable transportation solution with a high degree of public interest.
Your workplace is DSB's head office in Taastrup a few minutes’ walk from the station. We have fitness facilities, good canteen arrangements, and open and bright modern facilities. We offer a salary and employment terms that match your qualifications.
Application and recruitment process
We continually read new applications and conduct interviews. We, therefore, recommend you applying as soon as possible with your application, CV and relevant documents.
If you have any questions about the position or recruitment process, don't hesitate to contact our external recruitment partner Stine Amina Toft at +45 2830 0100 or firstname.lastname@example.org
Learn more about the program: http://www.dsb.dk/nyetanker
Your time and career are important to Strepa
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As a candidate working with Strepa, we do our best to match you with companies, which reflects your values and ambitions and can contribute to your professional development so you stay passionate and motivated in your job.