Travel Experience Project Manager H/F/X

At Eurostar, we aim to provide the best travel experience across Europe. Join a dynamic, connected, and multicultural team dedicated to creating an exceptional experience for our passengers.

As a Travel Experience Project Manager, you will be responsible for the conception, preparation, piloting, coordination, deployment, support, and feedback of On-Board Experience projects in line with the new "Bienvenue Chez Nous" (BCN) charter.

Deploy Onboard Experience Standards

You will be the guardian of customer experience transformation on the ground:

• Pilot the deployment of service standards defined by the Customer Experience teams.
• Translate brand ambitions into concrete operational practices, respecting operational constraints.
• Design deployment, communication, and support methods for new standards (e.g., Caring Round, Farewell, announcements, service flows) with ground teams.
• Ensure a consistent and coherent onboard experience for both Eurostar teams and external partners.
• Redesign processes with a customer-centric approach to identify and implement high-value improvements for travellers.

Support Change and Engage Teams

Exceptional customer experience is built on people, so you will:

• Define and lead the change support strategy.
• Animate and develop the network of "Sparkers", our onboard customer experience ambassadors.
• Encourage the sharing of best practices and peer coaching initiatives.
• Design engagement, recognition, and valorization campaigns to embed a daily service culture.
• Support managers in adopting and deploying new standards with their teams.

Pilot Performance and Measure Impact

You will transform data and field observations into improvement levers:

• Define monitoring systems 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 improvement opportunities and pilot corrective actions in collaboration with operational teams.

Drive Continuous Improvement

Always attentive to our travellers and teams, you will:

• Utilize customer feedback, field observations, and performance data to identify areas for improvement.
• Lead problem-solving approaches 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 Foster a Shared Vision

In an international and cross-functional environment, you will:

• Act as the interface between Customer Experience, Ground & On-Board Services, Operations, Commercial teams, Stations, Rolling Stock, and our external partners.
• Coordinate all actors to ensure smooth and consistent project deployment.
• Ensure continuous alignment between the Customer Experience strategy and its operational implementation.
• Communicate regularly on progress, results, and successes to promote best practice sharing and collective engagement.

Note: Frequent travel across the Eurostar network is expected.