Customer Experience Disruption Manager (Internal applications only)

Role overview

** Internal applications only** We're looking for an exceptional Customer Experience Disruption Manager to lead the transformation of customer information during disruption, ensuring our customers receive accurate, timely and consistent information wherever they choose to engage with us. This is a unique opportunity to shape how we communicate during service disruption, influence colleagues across the business, and deliver a customer experience that sets new industry standards. What You'll Be Doing You'll lead the development and delivery of a cross-functional Customer Information During Disruption (CIDD) strategy aligned to Smarter Information, Smarter Journeys (SISJ) standards. Working across operations, customer experience, digital, stations, control and communications teams, you'll create a coordinated approach that ensures customers and colleagues have the information they need, when they need it most. Key responsibilities include: Leading the Customer Information During Disruption (CIDD) Working Group. Developing a coordinated customer information strategy across the business. Reviewing current processes and identifying opportunities to improve customer communication during disruption. Designing and implementing standardised information procedures and operating practices aligned to SISJ standards. Driving the delivery of real-time information solutions for both customers and frontline colleagues. Embedding consistent customer messaging across all channels including: Defining the behaviours and expectations required from colleagues at every level during disruption. Ensuring training programmes equip teams with the skills and knowledge needed to deliver outstanding customer information. Collaborating with industry partners and other Train Operating Companies to imp…