About

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 . 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. Did you know you can set up alerts for new job opportunities? Simply navigate to 'My Job Alerts' in the Jobs Hub to get started. Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day. The activities of Arriva are divided into four business units: UK Bus, UK Trains, The Netherlands and Mainland Europe. Arriva has passenger transport operations in the Czech Republic, Croatia, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Spain and the United Kingdom, and also operates a rolling stock leasing company in Romania. If the right opportunity hasn’t appeared yet, express your interest in future positions by selecting Get Started below. Alternatively, you can register for an account by choosing ‘Sign In’ at the top of the page, which will allow you to receive email notifications for new job listings that align with your interests.