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About the Role

The Customer Information Development Manager drives improvements in rail customer information through industry collaboration, customer insight, proposition development, and enhancement of national customer information systems. This role unites stakeholders from train operators, Network Rail, government, and industry bodies to identify priorities, deliver improvements, and ensure customer needs influence industry decision-making.

Responsibilities

Manage and coordinate the Customer Information Group (CIG) and the Redress and Support Group.
Lead the industry’s Brilliant Basics workstream, driving improvements in customer information through low-cost, operational enhancements.
Oversee central reporting delivered by the National Rail Communications Centre.
Support the strategic development of Darwin, the rail industry’s real-time customer information system.
Manage the Darwin Forum, providing industry-wide governance and direction for the system’s development.
Own the InfoTracker survey, measuring customer satisfaction with customer information.
Work with the Data Analysis team to make data available for stakeholders and develop reports in Tableau.
Support the Customer team within RDG and other RDG organisation members in delivering objectives.

Requirements

Experience of working in a customer experience, strategy, project manager or similar role.
Stakeholder management across complex organisations.
Experience of project or programme delivery.
Customer insight and research interpretation.
Strong written and presentation skills.
Ability to influence without direct authority.
Data interpretation and insight generation.

Skills

Rail industry experience (Desirable)
Knowledge of Darwin and passenger information systems (Desirable)
Experience with Tableau or similar BI tools (Desirable)
Business case development (Desirable)
Customer proposition development (Desirable)

Work Type

Flexible working arrangements available

Salary/Compensations

£44389 – £45,000 per annum

Benefits

75% discount on rail travel (for work and leisure), plus international rail discounts
30 Days annual leave (plus buy/sell options and additional leave for key life events)
Two Personal Development Days annually
Interest-free Season Ticket Loan for commuting costs
Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave
Pension scheme – up to 8.64% employer contribution
Subsidised Private Medical Insurance (Vitality PPP) and Health Cash Plan (Healthshield)
Access to flexible benefits portal for retail discounts, shopping, dining, travel, and entertainment perks