Hybrid Customer Systems Engineer

at Eurostar

• Job title: Customer Systems Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Professional Certificate
• Location requirements: Hybrid, London, United Kingdom

About the role

• Customer Systems Engineer providing expertise in customer-facing systems for Eurostar operations. Join a passionate team at Eurostar's Rolling Stock department to optimize customer experience.

Responsibilities

• **TAKE YOUR CAREER IN A NEW DIRECTION**
• At Eurostar, we’re fuelling the future of rail travel – operating in five countries and sparking new opportunities for travellers. But our trains connect much more than just people and places. They’re helping us build a greener, more inclusive future for everyone. Join us and you’ll be part of a passionate team which always goes the extra mile. ** **An exciting opportunity awaits you as **Customer Systems Engineer** in our Rolling Stock team. The Customer Systems Engineer provides expertise in the area of customer facing systems in order to support the achievement of team objectives efficiently and provide not only front-line staff with the tools to complete their role but also ultimately Eurostar customers with the experience they expect and in a timely manner.
• **This is a permanent role based on site at our Temple Mills depot in Leyton. Hybrid working is available, with the expectation you attend site 4 days per week.**

Requirements

• **We’re looking for someone to: **
• Oversee and optimise customer‑facing systems across Eurostar fleets, using performance data, surveys and NPS insights to drive improvements.
• Work collaboratively with performance, train presentation and production teams to ensure delivery of the customer experience standards expected on Eurostar services.
• Engage with front‑line staff to understand operational needs and support future system requirements or product replacements.
• Monitor customer feedback and system performance to identify risks, obsolescence issues and improvement opportunities.
• Lead and support technical investigations, producing clear engineering documentation such as reports, risk assessments and business cases.
• Liaise with suppliers and internal teams to communicate technical issues and ensure effective resolution.
• Review and interpret engineering drawings and schematics to support maintenance and modification activities.
• Provide on‑site support at continental depots when required.
• Participate in the on-call engineering rota, responding to safety incidents and operational needs as required.
• **You'll need... **
• HNC/HND or equivalent qualification in an engineering discipline.
• Minimum 5 years’ experience in an operational engineering environment.
• Specialist knowledge of train customer‑facing systems and relevant industry standards (TSIs, NTSNs, NTRs, CSM, etc.).
• Ability to work autonomously, manage projects, and operate effectively under challenging conditions.
• Strong communication skills, able to translate technical issues for both technical and non‑technical stakeholders.
• Systems‑thinking mindset with awareness of customer‑facing and train/groundside system interactions.
• Competence in reading engineering drawings, producing risk assessments, technical reports and simple business cases.
• Proficient in Microsoft Office, particularly Excel, with the ability to analyse and manipulate data.

Benefits

• We’re constantly working to create a bright future for our company and our colleagues. That’s why we offer a wide range of brilliant benefits, including:
• Travel benefits that can be used for both work and play including 75% off underground network from Day 1
• Competitive defined benefit pension scheme
• Free Eurostar tickets
• Discounted Eurostar tickets for friends and family
• Ongoing training and development
• Lots of other exclusive deals, discounts and perks
• A whole new platform for your career - If you think you’ve got what it takes to help us make Eurostar bigger and better than ever before then we’d love to hear from you.
• *At Eurostar we believe in giving everyone an equal chance. We actively encourage applications from talented individuals regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief, marital status, whether you’re pregnant or on maternity leave. *
• *Your individuality is your strength, and we want a diverse team that reflects the world we live in. *