Job Description

As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.


We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment, we are excited to offer a

12-month opportunity

for an

SQR Continuous Improvement Manage

r.


We're looking for a strategic and data-driven leader to spearhead improvements across our Service Quality Regime (SQR). In this pivotal role, you'll help embed a culture of continuous improvement across our stations, trains, and customer service teams--using insight-led approaches to deliver measurable enhancements in customer experience. If you're ready to make a real impact and become a trusted advisor in a dynamic, customer-focused environment, we'd love to hear from you.

What does the job involve?

Strategic Leadership:

Drive the Service Quality Regime (SQR) improvement across the business, embedding a culture of continuous improvement across stations, trains, and customer service teams. Act as a trusted advisor using data-led insights to enhance customer experience performance.

Data-Driven Improvement:

Collaborate with the SQR Analyst to analyse and share customer insight and SQR data, identifying trends, root causes, and performance gaps. Translate insights into actionable improvements and support internal teams in implementing and tracking initiatives.

Cross-Functional Collaboration:

Work with internal teams and senior leaders to embed a quality-first mindset. Deliver workshops and engagement sessions to upskill teams in SQR principles and inspection readiness.

Customer-Centric Campaigns:

Support the design and delivery of customer-focused campaigns and educational initiatives. Share targeted feedback to pinpoint areas for improvement and foster a companywide understanding of customer-centric behaviours.

Professional Development:

Contribute to continuous learning and improvement across the business. Collaborate with Learning & Development to promote quality standards and behaviours.

What skills and experience do I need?

Bachelor's degree in project management, business, or equivalent experience Proven experience in quality improvement, service optimisation, or performance roles Strong data analysis and insight presentation skills Familiarity with audit practices and regulatory frameworks Understanding of SQR, ideally within the rail sector Excellent communication and stakeholder engagement skills Ability to manage multiple workstreams in a fast-paced environment Proactive, collaborative, and solutions-focused mindset

What are the salary and benefits?

Final salary pension - one of the best pension schemes available Free travel on all our trains and those of other train companies within our parent group company - for you, your partner, and any dependent children Hybrid working - office based 2-3 days a week 75% off all other train company travel tickets Retail discounts Career development opportunities

Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.





As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.





Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.