Transport for London
Cust. Marketing & Behaviour Change Exec
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Role: Customer Marketing and Behaviour Change Executive
Salary: Circa £36K depending on skills, knowledge and experience
Band: 2
Position type: 2 x 6-month FTCs with permanency possible
Location: Palestra- London/Hybrid
Both roles are approx 6-month fixed term contracts depending on start date, with the possibility of permanency.
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements.
Job Purpose
In this role, you will support the marketing team and work collaboratively with the integrated communications team, such as social, CRM and web teams, in delivering innovative and effective campaigns and behaviour change programmes that are developed with a clear understanding of the desired outcome(s).
You will contribute to the shaping of delivery plans developed by the integrated communications team, ensuring previous results and learnings are shared and understood.
You will also provide financial management, maintenance of general management information and administrative support to your portfolio and integrated team and deliver a small number of your own projects, focusing on campaigns and behaviour change programmes that are likely to consist of a pre-agreed strategy, plan and a simple channel mix.
Key Accountabilities
You will be fully accountable for:
- Supporting integrated communications teams, including keeping track of the portfolio's scope of work, agreed outcomes and progress versus these outcomes versus 1, 2 and 3 year plans, keeping the integrated team up to date and feeding into management information as required
- Contributing to the plans developed by integrated communications teams
- Leading the day-to-day management of the portfolio's budget, including overseeing forecasting and ensuring high quality data entry that feeds into financial management reports
- Supporting the portfolio team with activities such as sourcing timing plans, preparing presentations and supporting the integrated teams and integrated working, e.g., meetings, action notes, status reports etc.
- Preparing management information for the portfolio team, integrated teams and wider team as required
- Day-to-day delivery of a small number of campaigns and projects. Ensuring the outputs they are accountable for are technically accurate and comply with TfL and the Mayor of London brand guidelines and legal compliance. Proactively seeking advice from colleagues in the TfL Legal team, the operational business and external suppliers, sharing knowledge with other channel owners as required
- Budget management of own projects circa £50K - £100K.
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Skills, Knowledge And Experience
Knowledge
- Knowledge of marketing (Desirable)
- Knowledge of customer communication channels to enable you to contribute to integrated team activities and the delivery of your own projects (Essential)
- Knowledge of research and evaluation techniques, including customer research, to develop and evaluate effectiveness (Desirable)
- An awareness of behaviour change implementation methods, including the EAST framework (Desirable)
- An appreciation of the Mayor's Transport Strategy (Essential)
Skills
- Excellent written and oral communications skills to manage a wide range of stakeholders effectively (Essential)
- An ability to build and maintain effective working relationships with stakeholders (Essential)
- An ability to plan, organise and prioritise work (Essential)
- Good numeracy skills for budget administration (Essential)
- Good attention to detail and effective monitoring and critical evaluation skills to help support the preparation of clear and easy to understand management information (Essential)
- An ability to interpret research and analysis (Desirable)
- PC literate with a good working knowledge of Microsoft applications (Essential)
Experience
- Proven experience in budget management, monitoring and reporting (Essential)
- Experience of analysing data and market research (Desirable)
- Experience of developing and delivering customer communications, campaigns and/or projects to agreed outcome (Essential)
Equality, diversity, and inclusion
We are committed to equality, diversity, and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
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Application Process
Please apply using your 2-page CV and a brief covering letter.
Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and covering letter. PDF format preferred and do not include any photographs or images
The closing date for applications is 21st August 2026 @ 23:59
Interviews will be W/C 21st September
All offers of employment are subject to satisfactory right-to-work checks. Candidates must be able to demonstrate their right to work in the UK. At the present time TfL is unable to offer visa sponsorship for this role.
Vetting Process
At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter (https://tfl.gov.uk/corporate/careers/our-vetting-process) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application but we’ll always treat you with transparency, respect and clear communication throughout.
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:
- Final salary pension scheme
- Free travel for you on the TfL network
- Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
- 30 days annual leave plus public and bank holidays
- TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow.
- Private healthcare discounted scheme (optional)
- Tax-efficient cycle-to-work programme
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