Customer Marketing & Behaviour Change Executive

Title: Customer Marketing and Behaviour Change Executive

Salary: £36,000-£40,000

Position type: Up to 10-month fixed term contract ( FTC) with the possibility of permanency.

Location: Palestra (Southwark - London) / Hybrid / agency offices

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.

About Us

Our vision at Transport for London (TfL) is to be a strong, green heartbeat for London and the purpose that galvanises us every day is to move London forward safely, inclusively and sustainably.

Our people are key to achieving our vision and purpose and delivering for London on a daily basis. And there couldn’t be a more exciting time to join us.

In the Customer Marketing and Behaviour Change team, we’re proud of delivering marketing campaigns and behaviour change community programmes that reach millions of adults and children and really make a difference. 

Our work helps to drive revenue for the business so we can continue to reinvest in a better transport network for all, as well as demonstrating how TfL cares by highlighting some of the great transport projects and initiatives that help to drive London forward for everyone.

Role Overview 

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.

Key interfaces

• Members of the Customer team and wider Customer and Strategy team: primarily via integrated communications teams of which you will be a key part
• Operating business: to check factual / technical information / fact find and for updates on operational progress
• Finance: leading the day-to-day management of the portfolio's budgets
• External suppliers and delivery partners: advertising agencies, media agencies and other potential delivery partners such as the London Transport Museum, schools and boroughs. Sourcing and updating information and overseeing the delivery of their own projects

Skills, Knowledge & 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.

Application Process  

Please apply using your CV and a maximum one page covering letter.  

We recommend that you consider the motivations, skills, knowledge and experience required for this role and ensure your CV and cover letter outlines where you meet these criteria. PDF format preferred and do not include any photographs or images.

The closing date for applications is 31 May 2026 @ 23:59 

Interviews are likely to take place 16-18 June 2026.