Operational Standards & Customer Experience Lead

Jobtailor; Birmingham; On-site; GBP 90,000 - 120,000; Full time

Job summary

CrossCountry is seeking a senior leader to head Operational Standards, driving service quality, safety and customer experience across operations. You will lead the creation of practical standards and guidance, embed them across frontline teams, and use data-driven reviews to identify improvements.

The role requires strong collaboration with HR, Learning & Development and operations leadership. As Professional Head of Operational Standards, you will champion innovative, pragmatic working methods

Qualifications

• Relevant railway operations experience.
• Analytical, objective mindset using data, feedback and evidence.
• Strong communication and stakeholder engagement across frontline, technical, management, trade unions, accessibility and senior stakeholder groups.
• Ability to turn complex requirements into clear, usable standards and guidance.
• Collaborative, inclusive and people-focused leadership style.
• Willingness to bring fresh perspective and champion innovative, practical ways of working.

Responsibilities

• Lead the development and embedding of operational standards for service delivery, station management and frontline conduct.
• Act as Professional Head of Operational Standards.
• Prepare dashboards, reports and trend reviews that turn data into actionable insight.
• Represent CrossCountry in forums focused on operational excellence, service quality, customer experience and passenger rights.

Skills

Railway operations experience

Operational standards development

Whole-system safety thinking

Stakeholder engagement

Performance improvement

Tools

Dashboards

Data analysis

Job description

CrossCountry is seeking a senior leader to head Operational Standards, driving service quality, safety and customer experience across operations. You will lead the creation of practical standards and guidance, embed them across frontline teams, and use data-driven reviews to identify improvements.

The role requires strong collaboration with HR, Learning & Development and operations leadership. As Professional Head of Operational Standards, you will champion innovative, pragmatic working methods