Head of Customer Information

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.

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