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 a