Operational Standards & Customer Experience Lead

Arriva TrainCare; Birmingham; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

CrossCountry is seeking an Operational and Customer Standards Manager in Birmingham to lead the development and embedding of operational standards across service delivery, station management and frontline conduct. You will act as the Professional Head of Operational Standards, driving safety, customer experience and continuous improvement across functions.

You will collaborate with Operations, Control, Fleet, Safety, HR and L&D, turning data and feedback into practical standards and guidance for

Qualifications

• Relevant railway operations experience.
• Credibility and judgment to shape standards.
• Strong communication and stakeholder engagement across frontline, technical, management, trade unions, accessibility and senior stakeholders.
• Analytical, objective mindset using data, feedback and evidence to test assumptions.
• Collaborative, inclusive leadership style that supports change.

Responsibilities

• Lead 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.
• Collaborate with Operations, Control, Fleet, Safety, HR and Learning & Development to apply standards practically and consistently.
• Use audits, performance measures, service quality reviews and customer feedback to identify improvement opportunities.
• Prepare meaningful dashboards, reports and trend reviews turning data into actionable insight.
• Represent CrossCountry in forums focused on operational excellence, service quality, customer experience and passenger rights.

Skills

Railway operations experience

Stakeholder engagement

Whole-system safety thinking

Analytical thinking

Collaborative leadership

Job description

CrossCountry is seeking an Operational and Customer Standards Manager in Birmingham to lead the development and embedding of operational standards across service delivery, station management and frontline conduct. You will act as the Professional Head of Operational Standards, driving safety, customer experience and continuous improvement across functions.

You will collaborate with Operations, Control, Fleet, Safety, HR and L&D, turning data and feedback into practical standards and guidance for