Operations Standards & Customer Experience Lead

Arriva Group; Birmingham; On-site; GBP 65,000 - 85,000; Full time

Job summary

CrossCountry in Birmingham seeks an Operational and Customer Standards Manager to shape and embed railway standards for service delivery, station management and frontline conduct. You will lead a cross-functional effort focused on safety, quality and customer outcomes.

The role requires practical judgement, collaboration and the ability to translate complex requirements into clear guidance, supported by data-driven insights and stakeholder engagement across departments.

Qualifications

• Operational railway experience, with credibility to shape standards and influence decisions.
• Strong communication and stakeholder engagement across frontline, technical and management groups.
• Ability to turn complex requirements into clear, usable standards and guidance.
• Evidence-based approach using data and feedback to support recommendations.
• Whole-system safety thinking and awareness of wider operational risk.

Responsibilities

• 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.
• Collaborate with Operations, Control, Fleet, Safety, HR and Learning & Development to ensure standards are practical and consistently applied.
• Use audits, performance measures, service quality reviews and customer feedback to identify improvement opportunities.
• Maintain a whole-system view of safety and performance, balancing primary and secondary risks without unnecessary complexity.
• Promote smarter ways of working with pragmatic judgement and fresh perspectives to meet standard intents.
• Prepare dashboards, reports and trend reviews that convert data into actionable insight.
• Lead through people with clear direction, shared ownership and momentum.
• Represent CrossCountry in forums on operational excellence, service quality, and passenger rights.

Skills

Operational railway experience

Communication skills

Stakeholder engagement

Analytical mindset

Whole-system safety thinking

Leadership

Innovation

Job description

CrossCountry in Birmingham seeks an Operational and Customer Standards Manager to shape and embed railway standards for service delivery, station management and frontline conduct. You will lead a cross-functional effort focused on safety, quality and customer outcomes.

The role requires practical judgement, collaboration and the ability to translate complex requirements into clear guidance, supported by data-driven insights and stakeholder engagement across departments.