Customer Information Development Manager

Closing date: 03/08/2026

Salary Range: £44389 – £45,000 per annum

The Customer Information Development Manager is responsible for 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.

The 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.

The 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.

The role also supports the strategic development of Darwin, the rail industry’s real-time customer information system, using customer insight and stakeholder feedback to identify improvement opportunities and develop business cases for future investment. It manages the Darwin Forum, which provides industry-wide governance and direction for the system’s development.

To 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.

The 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.

Requirements

We are looking for someone with experience of working in a customer experience, strategy, project manager or similar role

Some of the specific skills and knowledge we are looking for include:

Essential

• Stakeholder management across complex organisations.
• Experience of project or programme delivery.
• Customer insight and research interpretation.
• Strong written and presentation skills.
• Ability to influence without direct authority.
• Data interpretation and insight generation.

Desirable

• Rail industry experience.
• Knowledge of Darwin and passenger information systems.
• Experience with Tableau or similar BI tools.
• Business case development.
• Customer proposition development.

Benefits

Why Work for RDG?

We offer a highly competitive package, including:

• 75% discount on rail travel (for work and leisure), plus international rail discounts
• 30 Days annual leave (plus buy/sell options and additional leave for key life events)
• Two Personal Development Days are granted to employees annually
• Interest-free Season Ticket Loan for commuting costs
• Enhanced family leave – 30 weeks full pay for maternity, adoption, surrogacy, and shared parental leave
• Pension scheme – up to 8.64% employer contribution
• Subsidised Private Medical Insurance (Vitality PPP) and Health Cash Plan (Healthshield)
• Access to our flexible benefits portal - a central hub for accessing retail discounts, shopping, dining, travel, and entertainment perks
• Flexible working arrangements available