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We are responsible for new ways of thinking and doing things, ensuring a user’s digital experience complements and supports our station and onboard experience. We explore machine learning and future innovations to solve today’s challenges and are seen as industry leading in bringing digital solutions to rail. Our purpose is ‘to empower everyone through technology’ by continually improving a user’s digital experience.
What we do
At the heart of our digital products and solutions is the user; our customers and employees. Based on research, we meticulously design and refine digital platforms such as the LNER website and mobile app, ensuring they offer the best digital experience by making them simple and intuitive, inclusive and rewarding. By understanding our users’ needs and behaviours, we create digital touchpoints that are both engaging and efficient.
In today’s fast-paced digital landscape, timely decisions are crucial. We harness the power of data analytics, machine learning and AI to make informed decisions in real-time. This not only optimises our digital platforms but also ensures that every customer interaction is personalised and relevant.
We delve deep into complex systems to understand the whole landscape and ensure that the development of digital solutions fit in and complements this. Innovation is a core part of our department, so we always have one eye on future technologies, and whether it’s integrating new technologies or refining existing processes, we ensure that every solution we create addresses core business challenges and adds value to the user journey.
Building lasting relationships with our customers is paramount. We create personalised communications, offers and rewards via our loyalty programme PERKS, that not only incentivises repeat engagements but also deepens our connection with customers. By understanding their preferences and behaviours, we curate propositions that resonate, foster brand loyalty and ensure LNER remains a preferred choice for many.
Why we matter
In today’s digital age, LNER’s Digital and Innovation team plays a pivotal role in setting industry standards. They ensure our digital touchpoints complement the world class experience our customers receive from colleagues in our stations and on board our trains, as well as enhancing the overall customer journey and setting a benchmark in the industry. Our commitment to offering intuitive platforms coupled with personalisation, ensures customers feel deeply valued and connected to LNER. By consistently pushing boundaries, we are leading the digital revolution, positioning LNER at the very forefront of digital transformation within the railway industry.
Latest Digital and Innovation vacancies
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