Customer Information Development Manager

Rail Delivery Group; Greater London; On-site; GBP 52,000 - 62,000; Full time

Benefits offered by this job

Rail travel discount 75%

Annual leave 30 days

Personal development days

Season ticket loan

Private medical insurance

Job summary

Rail Delivery Group is seeking a Customer Information Development Manager to lead improvements in rail customer information through industry collaboration, customer insight and development of national information systems. You will coordinate cross-industry SME groups and drive initiatives aligned with the future GBR vision.

You will manage two SME groups, drive Brilliant Basics workstreams, oversee central reporting, and ensure customer needs shape policy, standards and information channels for

Qualifications

• Experience of leading and managing projects that drive customer satisfaction.
• Customer insight and research interpretation.
• Stakeholder management across complex organisations.
• Strong written and presentation skills.
• Ability to influence without direct authority.
• Data interpretation and insight generation.

Responsibilities

• Lead and manage cross-industry initiatives that drive improvements in customer information, from concept and proposition development through to delivery.
• Lead the planning, delivery and reporting of the Customer Information Group (CIG) and Redress & Support Group (RSG).
• Lead customer insight projects to deliver actionable insight to the industry and working with RDG Insights team.
• Lead the industry's ‘Brilliant Basics’ workstream – mapping out the plan for delivery and coordinating the industry to deliver on the workstream.
• Utilise other industry research sources to understand customer sentiment towards information and make informed recommendations.
• Liaise with RDG Data and Insights team to make customer insight data accessible for stakeholders via Tableau.
• Support work undertaken by the Smarter Information, Smarter Journeys Programme.
• Build strong stakeholder relationships within RDG and with external bodies.

Skills

Customer experience

Strategy

Project management

Stakeholder management

Written communication

Presentation skills

Influence without authority

Data interpretation

Insight generation

Tools

Tableau

Job description

Closing Date for Applications

4th November 2026

Salary scale: £52,000 - £62,000 per annum.

What is the purpose of this job?

The Customer Information Development Manager is responsible for leading and driving improvements in rail customer information through industry collaboration, customer insight, proposition development and enhancement of national customer information systems. The 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.

With Great British Railways (GBR) on the horizon, this is a unique opportunity to lead and deliver industry-wide initiatives that will help shape and support the future vision of GBR. Customer Information is central to delivering an enhanced customer experience and remains a key area of industry focus, innovation and investment. The role will lead projects that improve how information is provided to customers across the rail industry, including the development of new customer information products and services, the creation of industry policy and standards, and the enhancement of existing information channels to deliver better outcomes for passengers.

The role is responsible for managing and coordinating two key rail industry SME groups: the Customer Information Group (CIG) and the Redress and Support Group. CIG brings together customer information experts from TOCs, Network Rail and RDG to drive improvements through best-practice sharing and the delivery of quick-win initiatives. The Redress and Support Group focuses on improving customer contact, complaints handling, compensation processes and governance of the Rail ADR Scheme, bringing together customer relations leaders and SMEs from across the industry.

The role 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.

To ensure we put the customer at the heart of what we do at RDG, customer research and insight is critical. The role will own the InfoTracker survey; an industry survey measuring customer satisfaction with customer information, working closely with the Research and Insights team to deliver actionable insights to stakeholders. The role will also work with the Data Analysis team to make data available for stakeholders and developing reports in Tableau.

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

What can I expect to do in this job?

This isn't an exhaustive list; however, you can expect to be involved in the following:

• Lead and manage cross-industry initiatives that drive improvements in customer information, from concept and proposition development through to delivery. This includes stakeholder and customer engagement, collaboration with commercial and procurement teams, business case development, governance, and successful implementation.


• Lead the planning, delivery and reporting of the Customer Information Group (CIG) and Redress & Support Group (RSG), ensuring agreed actions are progressed and reported.


• Lead customer insight projects to deliver actionable insight to the industry and working with RDG Insights team. This includes an ongoing customer information tracker, to ensure the industry is getting maximum value from the project, suggesting new questions for inclusion and analysing the findings to provide insight into the success of new propositions.


• Lead the industry's ‘Brilliant Basics’ workstream – working alongside the National Rail Communications Centre (NRCC), mapping out the plan for delivery, suggesting further scope, and co-ordinating the industry to deliver on the workstream


• Utilise other industry research sources such as the Rail Customer Experience Survey to understand customer sentiment towards Information and make informed recommendations to support customer information strategy and proposition development.


• Liaise with RDG Data and Insights team to make customer insight data more accessible for stakeholders to access, including through Tableau.


• Support work undertaken by the Smarter Information, Smarter Journeys Programme – a programme tasked with developing new and innovative ways of delivering customer information to passengers and finding solutions to improving long-standing big issues with Customer Information.


• Build strong stakeholder relationships both within RDG and externally (e.g. with the Department for Transport, Network Rail, Office of Rail and Road, Transport Focus and train operators)

Who will my key contacts be?

• Customer Information professionals in TOCs


• Internal supporting functions (e.g. finance, procurement, legal)


• Third Party Suppliers


• Train Operating Companies (TOCs) / member organisation representatives


• Network Rail


• Transport Focus and the Office of Rail and Road (ORR)


• Department for Transport

What experience, skills and knowledge do I need?

We are looking for someone with experience of working in a customer experience, strategy, project manager or similar role

Some of the specific skills and knowledge we are looking for include:

Essential

• Experience of leading and managing projects that drive customer satisfaction.


• Customer insight and research interpretation.


• Stakeholder management across complex organisations.


• Strong written and presentation skills.


• Ability to influence without direct authority.


• Data interpretation and insight generation.

Desirable

• Rail industry experience.


• Knowledge of customer information.


• Experience with Tableau or similar BI tools.


• Business case development.


• Customer proposition development

Why Work for RDG?

We offer a highly competitive package, including:

• 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 are granted to employees 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 our flexible benefits portal - a central hub for accessing retail discounts, shopping, dining, travel, and entertainment perks


• Flexible working arrangements available