Customer Information Manager
Location: Birmingham
About the role
CrossCountry is seeking a highly motivated and engaging Customer Information Manager to provide strategic leadership for real-time customer information across our network. This is a high-impact role with end-to-end accountability for how information is delivered to customers during both day-to-day operations and periods of disruption.
You will own passenger information standards and compliance, manage key industry and supplier relationships, and drive continuous improvement in customer information performance. Acting as the single point of accountability for customer information systems, you will ensure CrossCountry meets and exceeds its Passenger Charter commitments and industry expectations
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Key responsibilities
Leadership
Lead CrossCountry’s Real Time Information strategy
Promote true matrixed working across service delivery, regional teams, customer relations, and marketing.
Out of hours website ownership
Real-time information ownership
Accountability for real time information across customer-facing channels, including websites, social media, CIS screens, and industry systems.
Own and improve key customer information KPIs, including delay attribution, onboard information satisfaction, and disruption support.
Compliance and standards
Ownership of CrossCountry’s Passenger Information in Disruption policy
Sign off passenger handling arrangements within contingency plans.
Ensure compliance with CrossCountry’s Passenger Charter obligations.
Drive delivery of RDG “Brilliant Basics” customer information KPIs.
Supplier and industry engagement
Act as the single accountable lead for supplier relationships relating to customer information systems, including Darwin, Tyrell, and CIS.
Ensure effective mobilisation of alternative passenger arrangements during disruption
Represent CrossCountry at RDG Customer Information Group meetings and other industry forums, influencing best practice and standards.
Align CrossCountry with the RDG Smarter Information, Smarter Journeys programme.
Performance and continuous improvement
Track and analyse customer information performance using insights from Transport Focus, RDG dashboards, and social media.
Lead measurable improvements in delay explanation, onboard information quality, and disruption communications.
About you
Essential
Strong background in customer information, operational control, or customer experience.
Proven experience delivering compliance against regulatory and contractual obligations.
Working knowledge of industry systems such as Darwin, Integrale, Tyrell, TSDB, and CIS.
Excellent communication, leadership, and stakeholder engagement skills.
Experience managing supplier relationships and cross-functional initiatives.
Experience of change management and process improvement
Desirable
Familiarity with RDG PIDD requirements.
Project management qualification, or working towards one
Closing date for applications: 6th March 2026
Why Join Us?
At CrossCountry, people are at the heart of everything we do. We value the diverse experiences, backgrounds and perspectives our colleagues bring — and we’re committed to fostering an inclusive environment where everyone can thrive.
This is your chance to be part of a high-impact team, influencing meaningful change across the UK rail industry.
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