Operational & Customer Standards Manager

arriva; Birmingham; On-site; GBP 60,000 - 90,000; Full time

Job summary

CrossCountry is seeking an Operational and Customer Standards Manager in Birmingham to lead the development and continuous improvement of operational and customer service standards across the business. You will combine railway insight, customer experience data and stakeholder feedback to shape practical standards that work in real-world environments.

In Fleet & Safety, you will lead with empathy, build trust, and drive meaningful improvements at pace, balancing safety with service quality and

Qualifications

• Operational railway experience and credibility to shape and influence standards.
• Strong communication and stakeholder engagement across frontline, technical and management groups.
• Ability to translate complex requirements into clear, usable standards and guidance.
• Analytical, evidence-based mindset using data and feedback to test assumptions.
• Whole-system safety thinking and awareness of wider operational risk.
• Collaborative, inclusive leadership that drives change through others.
• Willingness to bring fresh perspective and practical innovations over more process.
• Experience in customer service, safety, service quality or standards management in railways.

Responsibilities

• Lead development and embedding of operational standards for service delivery, station management and frontline conduct.
• Act as Professional Head of Operational Standards and support continuous improvement in safety and customer experience.
• Collaborate with Operations, Control, Fleet, Safety, HR and Learning & Development to ensure standards are practical and understood.
• Use audits, performance measures and customer feedback to identify improvements.
• Maintain a whole-system view of safety and operational performance, balancing risks.
• Champion smarter, pragmatic ways of working to achieve standards’ intent with minimal complexity.
• Prepare dashboards, reports and trend reviews turning data into actionable insights.
• Lead through people by setting direction, ownership and momentum.
• Represent CrossCountry in forums on operational excellence, service quality and passenger rights.

Skills

Operational railway experience

Strong communication

Stakeholder engagement

Analytical mindset

Whole-system safety thinking

Collaborative leadership

Innovative problem solving

Customer service experience

Job description

Operational and Customer Standards Manager

Birmingham | Fleet & Safety | Reporting to the Head of Safety & Assurance

Help shape safe, consistent and customer-focused railway standards

We are looking for an Operational and Customer Standards Manager to lead the development and continuous improvement of operational and customer service standards across CrossCountry. Building on our commitment to customers, colleagues and stakeholders, this influential role will help us keep improving a high-performing, reliable, dependable and safe service we can all be proud of.

Building on our commitment to customers, colleagues and stakeholders, this influential role will help us keep improving a high-performing, reliable, dependable and safe service we can all be proud of.

Working in the Fleet & Safety function, you will combine railway operational insight, customer experience, performance data and stakeholder feedback to shape standards that work in real-world environments. You will lead with empathy and energy, build trust across functions, take a whole-system view of safety, apply objective judgement and help colleagues deliver meaningful improvements at pace.

What you will be doing

• Lead the development and embedding of operational standards for service delivery, station management and frontline conduct.
• Act as Professional Head of Operational Standards, supporting continuous improvement in operational safety and customer experience.
• Work collaboratively with Operations, Control, Fleet, Safety, HR and Learning & Development to make standards practical, understood and consistently applied.
• Use audits, performance measures, service quality reviews and customer feedback to identify improvement opportunities.
• Take a whole-system view of safety and operational performance, balancing primary risks with secondary or less visible risks that could create unintended consequences.
• Champion smarter ways of working, using pragmatic judgement, innovation and fresh perspective to achieve the intent of standards without unnecessary complexity.
• Prepare meaningful dashboards, reports and trend reviews that turn data into actionable insight.
• Lead through people by setting clear direction, creating shared ownership, supporting colleagues and maintaining momentum.
• Represent CrossCountry in forums focused on operational excellence, service quality, customer experience and passenger rights.

What we are looking for

• Operational railway experience, with the credibility and judgement to shape standards, influence decisions and build trust.
• Strong communication and stakeholder engagement skills across frontline, technical, management, trade union, accessibility and senior stakeholder groups.
• The ability to turn complex requirements into clear, usable standards and guidance.
• An analytical, objective mindset, using data, feedback and evidence to test assumptions and make balanced recommendations.
• Whole-system safety thinking, including awareness of how decisions, standards and mitigations can affect wider operational risk.
• A collaborative, inclusive and people-focused leadership style that builds confidence, creates alignment and supports change through others.
• A willingness to bring fresh perspective and champion innovative, practical ways of working smarter rather than simply adding more process or effort.
• Experience in customer service, safety, service quality, performance improvement or standards management within a railway or closely related operational environment.

Why this role matters

This role is about making standards meaningful. By applying whole-system safety thinking and objective, evidence-based judgement, you will help CrossCountry consider both obvious and less visible risks, avoid unintended consequences and make better-informed decisions that support positive change.

You will have the opportunity to shape how standards are developed, communicated and improved across a busy national railway operation, working with colleagues who care about safety, service quality and doing the right thing for customers.

We welcome different perspectives

CrossCountry is committed to building a workplace where everyone feels respected, supported and able to contribute fully. We know people can sometimes rule themselves out if they do not meet every requirement. If you have relevant railway operations experience and believe you can bring the leadership, judgement and fresh thinking this role needs,

We are committed to developing the right person. If you bring railway operations experience, curiosity and the leadership behaviours we are looking for, we will support you to build any additional technical knowledge, confidence or organizatio