Customer Information Manager

**Are you digitally minded and passionate about leadingchange and improvement?**

**Do you have proven experience of managing a team that has played a major part in transformationalchange?**

FirstBus are looking for a CustomerInformation Manager to supportourambitiousrecovery & growth plans.

We are expanding ourcustomerdigital team to drive the next stage of ourdevelopment. FirstBus have a clear mission to rebuild and grow ourcustomer base, and great customerinformationwill be at the heart of that.

You will work alongside Product Managers, suppliers and colleagues in our Network, IT, operations and customerservicesteams, to deliver a step change in the quality of information we give to ourcustomers, increasing customerconfidence in ourservices andmaking them easier to use.

You will be a champion of ourCustomerCentricity Strategy and take ultimate accountability for the quality of information we provide to customers across ourdigital products, challenging processes, constraints and ways of working, in order to drive a cultureof continuousimprovement.

**What you will be doing?**
- Leading on the delivery of the CustomerInformation workstreams of the CustomerCentricity strategy and taking ownership for delivering a clear roadmap of continuousimprovement
- Using customer & colleague insight, you will be proactively seeking out and investigatingcustomer pain points / issues, with the quality of the information we provide about ourservices and supporting Product Managers and suppliers to deliver solutions todriveimprovement
- Developing a vision for the experience we want ourcustomers to receive across ourdigital channels, in line withourCustomerCentricity Strategy
- Proactively driving a culture of customer focus, challenging peers and senior stakeholders to drivecustomer-centricdecisions
- WorkingwithBusiness Analysts and data SMEs, to ensure detailed CustomerInformationrequirements are captured and delivered on
- Acting as the principal point of contact on resolving known issues with service information in our channels and acting as the conduit and point of interface with the relevant system/data owners
- Acting as principal interface withour contact centre and operatingbusinesses when issues arise and with the provision of accurate information, managing communications to ourcustomers and the wider business
- Proactively workingwithour technical & data teams to diagnose faults, resolve problems and put in place robust testing/acceptance processes, to drive a seamless flow from data input to customerinformation provision
- Workingwithour Network & Schedules teams, to develop a deep understanding of the processes thatdrive the production of customer-facinginformation, identifying areas for enhancement and simplification
- Working alongside front line teams to understand constraints driving the creation of accurate information on our how our service is operating, driving improvements to processes that put the customer at the heart of what we do
- Workingwithour central teams to support effective assimilation & publication of schedule and fare information, to the right standards and timescales
- Driving an evolution of the customerexperience to proactively push out personalisedinformation to customers about services & disruptions
- Workingwith suppliers, SMEs and industry partners to drivetransformationalchange to our industry's approach to serving great information to customers
- Workingwith the functional heads (Network, Digital, Revenue) to identifyopportunities for the business to deliver more value from the range of data & informationavailableinternally and externally

**What are we looking for?**
- Drive and curiosity to relentlessly pursue and leadcontinuousimprovement within the organisation
- Proven experience of having drivencontinuousimprovement, ideally in a digitalenvironment
- Ability to undertake process mapping and analysis to drive improved outputs
- Ability to collaborate and influence key internal stakeholders and build effective relationships, as well as experience of external stakeholdermanagement e.g external suppliers
- Strong analytical and critical thinking/problem-solving skills; experience of using analysis to drivebusinessdecisions
- Responsive to current customer needs, shaping products and services to address longer-term future customer trends
- Ability to challenge the status quo and influence thinking of experienced colleagues resistant to change
- Experience of having delivered businesschange / changemanagement

**What can we offer you?**
- Flexible working
- Competitive Salary of £40k - £50k, dependent on experience
- 25 Days Annual Leave
- Free company bus travel pass on joining
- Discounted train travel?for you and your family
- Recognised award schemes

**Who are we?**

FirstBus is one of the UK's largest busoperators. Making journeys easier for ourcustomers, we were the first national busoperator to accept contactless card payments across all of ourservices and ourFirstBus App is voted 'best in class' amongst UK busoperators.

Our goal is to make things easier for ourcustomers and continue to improve their experiencewithFirstBus. It is all about delivering the very best service and keeping ahead of the curve withourdigitalinformation channels.

Valuing our differences such as age, gender, LGBTQ+, ethnicity, religion and disability means thatour colleagues have a voice and are supported to be their authentic selves.