Director - Customer Information (BU 3)

Role Summary:

Responsible for delivering real-time, accurate, and customer-friendly transport information across channels. Ensures consistency and quality of service updates, disruptions, trip planning tools, and public-facing communication.

Key Responsibilities:

·       Develop the strategy for customer information content and delivery standards.

·       Oversee integration of real-time data into digital platforms, signage, and mobile apps.

·       Manage communication during disruptions and special events.

·       Collaborate with digital, operations, and marketing to deliver timely and accessible information.

·       Champion multilingual and inclusive content that enhances trust and confidence.

Behavioral Competencies:

·       Clarity and Simplicity – Delivers concise and helpful information across all channels.

·       Calm Under Pressure – Maintains control and accuracy during service disruptions.

·       Digital Literacy – Understands digital platforms and customer interface needs.

·       Integrity and Trustworthiness – Delivers dependable, consistent, and truthful content.

·       Inclusive Communication – Designs messaging for diverse audiences and languages.