{"id":3015147,"url":"https://alion.io/job/rail-delivery-group-customer-information-development-manager","title":"Customer Information Development Manager","company":{"id":6850,"name":"Rail Delivery Group","domain":"raildeliverygroup.com","url":"https://alion.io/company/rail-delivery-group","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":52000,"max":62000,"currency":"GBP","period":"year","gross":null,"usd_annual":82992},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-21T16:25:21Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-29T15:39:03Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Closing Date for Applications \n4th November 2026\nSalary scale: £52,000 - £62,000 per annum.\nWhat is the purpose of this job? \nThe Customer Information Development Manager is responsible for leading and driving improvements in rail customer information through industry collaboration, customer insight, proposition development and enhancement of national customer information systems. The role brings together stakeholders across train operators, Network Rail, government and industry bodies to identify priorities, deliver improvements and ensure customer needs are reflected in industry decision-making.\nWith Great British Railways (GBR) on the horizon, this is a unique opportunity to lead and deliver industry-wide initiatives that will help shape and support the future vision of GBR. Customer Information is central to delivering an enhanced customer experience and remains a key area of industry focus, innovation and investment. The role will lead projects that improve how information is provided to customers across the rail industry, including the development of new customer information products and services, the creation of industry policy and standards, and the enhancement of existing information channels to deliver better outcomes for passengers.\nThe role is responsible for managing and coordinating two key rail industry SME groups: the Customer Information Group (CIG) and the Redress and Support Group. CIG brings together customer information experts from TOCs, Network Rail and RDG to drive improvements through best-practice sharing and the delivery of quick-win initiatives. The Redress and Support Group focuses on improving customer contact, complaints handling, compensation processes and governance of the Rail ADR Scheme, bringing together customer relations leaders and SMEs from across the industry.\nThe role leads the industry’s Brilliant Basics workstream, driving improvements in customer information through low-cost, operational enhancements, while overseeing central reporting delivered by the National Rail Communications Centre.\nTo ensure we put the customer at the heart of what we do at RDG, customer research and insight is critical. The role will own the InfoTracker survey; an industry survey measuring customer satisfaction with customer information, working closely with the Research and Insights team to deliver actionable insights to stakeholders. The role will also work with the Data Analysis team to make data available for stakeholders and developing reports in Tableau.\nThe role will also play a pivotal part in helping the Customer team within RDG to deliver its objectives, supporting members of the customer team and others within the RDG organisation.\nWhat can I expect to do in this job?\nThis isn’t an exhaustive list; however, you can expect to be involved in the following:\nLead and manage cross-industry initiatives that drive improvements in customer information, from concept and proposition development through to delivery. This includes stakeholder and customer engagement, collaboration with commercial and procurement teams, business case development, governance, and successful implementation.\nLead the planning, delivery and reporting of the Customer Information Group (CIG) and Redress & Support Group (RSG), ensuring agreed actions are progressed and reported.\nLead customer insight projects to deliver actionable insight to the industry and working with RDG Insights team. This includes an ongoing customer information tracker, to ensure the industry is getting maximum value from the project, suggesting new questions for inclusion and analysing the findings to provide insight into the success of new propositions.\nLead the industry’s ‘Brilliant Basics’ workstream - working alongside the National Rail Communications Centre (NRCC), mapping out the plan for delivery, suggesting further scope, and co-ordinating the industry to deliver on the workstream\nUtilise other industry research sources such as the Rail Customer Experience Survey to understand customer sentiment towards Information and make informed recommendations to support customer information strategy and proposition development.\nLiaise with RDG Data and Insights team to make customer insight data more accessible for stakeholders to access, including through Tableau.\nSupport work undertaken by the Smarter Information, Smarter Journeys Programme - a programme tasked with developing new and innovative ways of delivering customer information to passengers and finding solutions to improving long-standing big issues with Customer Information.\nBuild strong stakeholder relationships both within RDG and externally (e.g. with the Department for Transport, Network Rail, Office of Rail and Road, Transport Focus and train operators)\nWho will my key contacts be?\nCustomer Information professionals in TOCs\nInternal supporting functions (e.g. finance, procurement, legal)\nThird Party Suppliers\nTrain Operating Companies (TOCs) / member organisation representatives\nNetwork Rail\nTransport Focus and the Office of Rail and Road (ORR)\nDepartment for Transport\nRequirements\nWhat experience, skills and knowledge do I need?\n We are looking for someone with experience of working in a customer experience, strategy, project manager or similar role\nSome of the specific skills and knowledge we are looking for include:\nEssential\nExperience of leading and managing projects that drive customer satisfaction.\nCustomer insight and research interpretation.\nStakeholder management across complex organisations.\nStrong written and presentation skills.\nAbility to influence without direct authority.\nData interpretation and insight generation.\nDesirable\nRail industry experience.\nKnowledge of customer information.\nExperience with Tableau or similar BI tools.\nBusiness case development.\nCustomer proposition development\nBenefits\nWhy Work for RDG?\nWe offer a highly competitive package, including:\n75% discount on rail travel (for work and leisure), plus international rail discounts\n30 Days annual leave (plus buy/sell options and additional leave for key life events)\nTwo Personal Development Days are granted to employees annually\nInterest-free Season Ticket Loan for commuting costs\nEnhanced family leave - 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave\nPension scheme - up to 8.64% employer contribution\nSubsidised Private Medical Insurance (Vitality PPP) and Health Cash Plan (Healthshield)\nAccess to our flexible benefits portal - a central hub for accessing retail discounts, shopping, dining, travel, and entertainment perks\nFlexible working arrangements available","description_format":"text","description_chars":6629,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Flexible schedule","Health insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Transportation & Logistics","Public Transport","Rail Transport"],"lifecycle":[{"event":"open","at":"2026-10-21T16:25:21Z"}],"visa":[],"liveness":{"score":78,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.83,"p_room":0.945,"age_days":7,"expected_fill_days":20,"reasons":["conf:3","win:mid"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":82992,"is_top_pay":false},"html_url":"https://alion.io/job/rail-delivery-group-customer-information-development-manager","json_url":"https://alion.io/job/rail-delivery-group-customer-information-development-manager.json","meta":{"generated_at":"2026-10-29T17:13:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25780,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6850},"rest":"https://alion.io/mcp/rest/get_company?id=6850"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Frail-delivery-group-customer-information-development-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Frail-delivery-group-customer-information-development-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Frail-delivery-group-customer-information-development-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/rail-delivery-group-customer-information-development-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Frail-delivery-group-customer-information-development-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3015147}},{"tool":"search_jobs","arguments":{"company":"raildeliverygroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3015147},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}