Head of Customer Information (1193)

GTS is seeking a dynamic and experienced Head of Customer Information to lead our strategy for delivering high-quality, timely and accurate customer information across the Elizabeth line – especially during disruption. This is a pivotal 18-month opportunity to make a major impact on one of the UK's busiest rail networks.

Key Responsibilities:

• Lead and evolve customer information delivery before, during and after journeys
• Shape and implement a high-profile, multi-million-pound customer information system programme
• Manage a small team to deliver on station communications, working with our Publicity & Rail Replacement Manager
• Deliver the rail replacement programme

• Own and enhance key communication tools used across operational teams
• Ensure strong collaboration across internal departments and external stakeholders (e.g. TfL, Alstom, RfL)
• Represent GTS in regulatory forums and ensure compliance with industry standards
• Oversee the delivery of timetable change communications and the Passenger Information During Disruption (PIDD) process
• Provide senior leadership during major incidents as part of the senior on-call rota

What We're Looking For:

• Strong leadership and strategic thinking abilities
• Proven experience influencing stakeholders and managing complex projects
• Excellent communication and analytical skills
• Experience in rail customer information systems or railway planning (desirable)
• Ability to manage change, meet deadlines, and drive continuous improvement

This is a high-impact role at the heart of customer experience for the Elizabeth line. If you're ready to lead transformation and deliver meaningful results for passengers, we'd love to hear from you.

Benefits and Rewards

Travel Benefits (discretionary):

• Free zones 1-6 Oyster travel card, for you and another person who lives at the same address
• 75% discount on all UK rail travel, and some international services

Pension: You will be automatically enrolled into our excellent pension scheme. After two years, you will have the option of joining our defined benefits scheme

Star Hub: A dedicated online benefits platform for retail and entertainment discounts

About Us

GTS values its workforce, offers career progression and provides a platform to grow and develop.

We aspire to set a new transport standard for the UK, moving people and connecting communities better than anyone else. We are making long-term improvements to our network and creating a better service for our customers. We are a trusted operator with proven experience and have a mission to enable our employees to reach their full potential.

We welcome applications from a diverse range of candidates regardless of background, disability or gender and are committed to creating a workforce as diverse as the communities we serve.