Customer Information Manager

Customer Information Manager

Final date to receive applications: 2 March 2026

Department: Public Transport Operations

Employment Type: Permanent - Full Time

Location: Sheffield Head Office

Compensation: £47,181 - £50,269 / year

• Hours: 37 per week (full time)
• Contract: Permanent
• Salary: £47,181 - £50,269
• Location: Sheffield (This is a hybrid role with a minimum of 3 days per week in the office)

We’re looking for a Customer Information Manager to lead the processing, production, and continuous improvement of customer-facing travel information across South Yorkshire. You’ll ensure travellers have the right information at the right time, in the right format, every time. Your leadership will help customers make informed decisions, supporting the region’s economic growth, health ambitions, and Net Zero objectives.

This is an exciting opportunity to shape a high-performing, customer-focused service by leading multi-skilled teams across data, design, and technology.

Applications must be accompanied by a cover letter to detail how you meet the criteria as detailed within the role profile. (please see role profile attached). Please note, all applications should be made directly via our careers portal.

Interviews will be held Week Commencing 16th March.

Please note South Yorkshire Mayoral Combined Authority does not hold a sponsorship licence and cannot provide Skilled Worker sponsorship for any roles advertised.

In this role, you’ll provide strategic and operational leadership for our customer information function. You’ll oversee day‑to‑day delivery, set performance expectations, manage key assets and systems, and champion continuous improvement. Your work will directly influence customer experience, public perception of transport services, and operational efficiency across South Yorkshire.

Key responsibilities include:

• Lead, manage, motivate, and develop teams responsible for the day‑to‑day delivery of customer information operations.
• Deliver services that support the MCA’s strategic public transport objectives, ensuring customer information meets user needs across all channels.
• Develop, manage, and achieve KPIs for customer experience, operational efficiency, and value for money, driving innovation and improvement.
• Conduct horizon scanning to anticipate customer needs, making informed recommendations to improve accessibility, safety, and quality of information.
• Contribute to the development, implementation, and management of customer information and operational strategies.
• Oversee the impact of customer information services on public perception, reputation, and patronage.

Lead the development of customer information services and Intelligent Transport Systems, ensuring data accuracy and consistent application of brand and accessibility standards across digital and physical assets.

We’re seeking a confident leader who can balance strategic thinking with operational delivery. You’ll need strong analytical skills, experience managing teams and budgets, and the ability to work across complex environments. If you’re passionate about improving customer experience and driving innovation, this role is for you.

Essential:

• Degree-level education or equivalent experience leading multi-skilled teams in a customer-facing data environment.
• Proven track record of managing budgets, contracts, and projects.
• Skilled in developing business cases demonstrating return on investment or customer experience improvements.
• Strong analytical skills, able to interpret complex information and present balanced, well‑evidenced conclusions.
• Strong people, budget, and resource management skills with experience achieving KPIs and delivering continuous improvement.
• Proven partnership working with internal and external stakeholders, building strong and effective relationships.

All colleagues have access to a Local Government Pension Scheme and the chance to be part of an organisation where you can really make a difference. Located in Sheffield City Centre, we are well‑placed for transport links and encourage employees to take advantage of the active travel facilities. Work/life balance is extremely important to us here at…