Head of Product & Customer Proposition

Mill Lane, Digbeth

Job Details


UK Head Office - Head Office

Contract Type


Working Pattern

Full Time


£50,000 - £60,000 per annum + car allowance & bonus

Closing Date

17/07/2022 22:45

Join us on the Journey...

We have an exciting opportunity for a Head of Product & Customer Proposition to join the expanding National Express Leisure team.

Using a customer first approach, you will ensure that both the product range and customer experience are the best in the market, enabling the business to meet its’ strategic growth ambitions. You will be the expert on our customer, advocating for them internally, and ensuring they have positive experience at all stages of the buying journey, including pre and post travel. As part of this, you will manage the development and implementation of our product offering, ensuring it meets our customers needs and wants, remains innovative, and supports our wider growth ambitions. 

What you’ll do…

  • Design and deliver the customer proposition strategy, including both product offering a wider customer experience
  • Advocate internally for the customer, regularly engaging with senior stakeholders across the business to share customer feedback, and recommend improvements for identified issues that will enhance the overall customer experience
  • Oversee the creation of an attractive and innovative product range that will appeal to our customers, driving innovation and creative thinking when designing future programmes.
  • Work collaboratively with relevant stakeholders when responding to high priority customer contacts
  • Continuously review the competition and the wider travel industry to ensure we are at the forefront of product ideas, innovation and pricing.

What you'll need...

  • Experience at a senior level of adopting a customer first approach in either UK and EU tour product development or customer experience
  • Commercially astute, with a proven track record of delivering commercially successful projects
  • Ability to use analytics and insight techniques to contribute to the prioritisation of customer improvement and product development actions
  • Details knowledge of the couch tourism sector is desirable but not essential
  • Educated to degree level or equivalent

What we offer in return for your hard work and commitment:

  • A National Express West Midlands for yourself and your partner
  • National Express coach pass for yourself and family discounts
  • A company pension
  • Employee assistance programme
  • Access to our award winning Health Bus; providing free and accessible health checks
  • Life assurance
  • Exclusive benefits and savings from thousands of the UK’s largest retailers and service providers

National Express:

Joining National Express means joining a company which makes a big difference to the people and communities we serve. Our people really are the secret to our success. At the centre of a growing and successful global company with operations on four continents, National Express has unrivalled opportunities to develop your career. Join us on the journey where you will become part of an extended family.


Things to note...

At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees.

As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.



Your place in our world

Head of Leisure
Head of Product & Customer Proposition