Key Notes
Railway operations experience is required for this Birmingham role, which acts as Professional Head of Operational Standards within Fleet & Safety. It develops standards for service delivery, stations and frontline conduct, drawing on audits, performance data and passenger feedback. Whole-system safety judgement and the ability to turn complex requirements into usable guidance are central to the selection criteria.
What You'll Work On
- Develop and embed CrossCountry operational standards for service delivery, station management and frontline conduct, acting as Professional Head of Operational Standards.
- Analyse audits, service-quality reviews, performance data and customer feedback, preparing dashboards and recommendations that address operational standards and wider system risks.
- Work with Operations, Control, Fleet, Safety, HR and Learning & Development to apply practical guidance, and represent CrossCountry in relevant industry forums.
Why This Role Matters
- CrossCountry's service and station standards influence how frontline teams work, with usable guidance and implementation across functions affecting consistency in day-to-day railway operations.
- Operational changes can introduce less visible risks elsewhere in the railway, making whole-system assessment and evidence from audits and feedback necessary to evaluate proposed standards.
What They Are Looking For
- Experience: Relevant railway operations experience is required to establish practical credibility with operational colleagues.
- Stakeholder: Engagement across frontline, technical, management, trade union, accessibility and senior stakeholder groups is sought.
- Technical: Ability to translate complex requirements into clear standards and guidance, using performance data and feedback to make balanced recommendations, is sought.
- Domain: Whole-system safety thinking, including the effects of standards and mitigations on wider operational risk, is sought.