Head of Customer Travel Information

We are looking for an ambitious and influential leader to transform Customer Travel Information across the Bee Network. You will develop the strategy, operating model and standards that underpin trusted information across physical and digital channels. Combining customer focus with strong operational and technical understanding, you will lead innovation, strengthen resilience and use insight and performance data to drive measurable improvements. This is an opportunity to shape a vital service at the heart of Greater Manchester’s growing integrated transport network.

Your Role

Working across operational, digital, technology and commercial teams, you’ll influence senior decision-making, drive innovation, and use insight and performance data to deliver measurable improvements. This is a high-profile leadership role with the opportunity to shape customer experience, build trust and support the continued growth of Greater Manchester’s integrated transport network

For more info see Job Profile below.

Who are we?

The Customer team sits at the heart of the Customer & Growth Directorate, helping to shape how people experience the Bee Network every day. We bring together Customer Care, Customer Experience & Insight and Customer Travel Information to understand customer needs, provide support when things go wrong, and ensure customers have the information and confidence they need to travel. Working across transport modes, operational teams and partners, we champion the customer voice, drive continuous improvement and play a key role in delivering TfGM's vision of a safe, integrated and customer-focused transport network for Greater Manchester

What you’ll bring

What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.

We're looking for an experienced senior leader with a proven track record of delivering customer-focused services, information strategies, digital products or operational communications within a complex organisation. You'll have experience leading high-performing teams, driving cross-functional change, influencing senior stakeholders and using data and insight to improve customer outcomes. You'll be comfortable operating in a fast-paced environment, balancing strategic thinking with operational delivery, and have a strong understanding of how technology, processes and people come together to provide trusted, accessible and reliable information for customers

What we can offer you

This is a permanent senior leadership opportunity at the heart of one of the UK's most ambitious transport transformation programmes. You'll join a supportive and collaborative Customer leadership team, working alongside colleagues in Customer Care and Customer Experience & Insight to shape how millions of people experience the Bee Network. The role offers significant scope to influence organisational strategy, lead talented teams, work with innovative technology and deliver visible improvements for customers. In return, you'll have the opportunity to make a lasting impact on a growing, integrated transport network serving Greater Manchester.

A permanent role with a salary of £75,370 - £84,830 per annum depending on skills and experience.

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:

• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
• Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
• Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website

What's next?

If you believe you have the skills and experience required, we’d really like to hear from you. To apply please submit your CV and complete your application ensuring that you provide clear examples against the criteria questions, all appointments will be based on merit. Our short-listing process is anonymised, so please do not include your name or contact details on your CV. If any personal details are included these will be visible to the hiring manager.

For essential guidance on applying for jobs at TfGM including AI use, Right to Work requirements, our Guaranteed Assessment Scheme, application tips, and reasonable adjustments Please follow this link to our application infographic!

If you have completed the GM Elevate (Leadership Development) Programme, please indicate this within your application.

Please note we may close the advert early if we receive a high volume of applications.

NOTE TO AGENCIES we will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.

Supporting Documents

↗ CG14 Head of Customer Travel Information