Location
London

Hours
Full Time

Salary
£44,389 – £45,000 per annum

About the Role
The Customer Information Development Manager is responsible for driving improvements in rail customer information through industry collaboration, customer insight, proposition development and enhancement of national customer information systems. This role brings together stakeholders across train operators, Network Rail, government and industry bodies to identify priorities, deliver improvements and ensure customer needs are reflected in industry decision-making.

The role manages and coordinates two key rail industry SME groups: the Customer Information Group (CIG) and the Redress and Support Group. CIG unites customer information experts from TOCs, Network Rail and RDG to drive improvements through best-practice sharing and quick-win initiatives. The Redress and Support Group focuses on enhancing customer contact, complaints handling, compensation processes and governance of the Rail ADR Scheme, involving customer relations leaders and SMEs from across the industry.

This position leads the industry’s Brilliant Basics workstream, driving improvements in customer information through low-cost, operational enhancements, while overseeing central reporting delivered by the National Rail Communications Centre. It also supports the strategic development of Darwin, the rail industry’s real-time customer information system, using customer insight and stakeholder feedback to identify improvement opportunities and develop business cases for future investment. The role manages the Darwin Forum, which provides industry-wide governance and direction for the system’s development.

To ensure the customer is at the heart of RDG’s work, customer research and insight are critical. The role owns the InfoTracker survey, an industry-wide survey measuring customer satisfaction with customer information, working closely with the Research and Insights team to deliver actionable insights to stakeholders. It also collaborates with the Data Analysis team to make data available for stakeholders and develop reports in Tableau.

The role plays a pivotal part in supporting the Customer team within RDG to deliver its objectives, assisting members of the customer team and others within the organisation.

Experience
- Experience working in customer experience, strategy, project management or a similar role.
- Stakeholder management across complex organisations.
- 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.

About you
- Collaborative and able to work effectively across multiple stakeholders.
- Analytical with a strong focus on customer needs.
- Proactive and able to manage multiple priorities.
- Excellent communication and interpersonal skills.

Qualifications
Desirable qualifications and skills include:
- Rail industry experience.
- Knowledge of Darwin and passenger information systems.
- Experience with Tableau or similar business intelligence tools.
- Business case development.
- Customer proposition development.