Customer Experience Disruption Manager (Internal applications only)

** 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 responsibil...