Propositions and Insights Lead

4 weeks ago

South East London, United Kingdom GBRTT Full time

**Job Ref**:THE1247

**Branch**:Head Office (London - Waterloo)

**Location**:Head Office, London (South East)

**Salary/Benefits**:Competitive Salary

**Contract type**:Fixed Term

**Hours**:Full Time

**Hours per week**:35

**Posted date**:13/04/2023

**Closing date**:27/04/2023

**A bit about the team**

***The Fares Ticketing and Retail (FTR) programme is fundamental towards creating a simpler and better railway experience for everyone in Britain. This is a once in a generation opportunity to significantly transform the customer experience by modernising ticketing, simplifying journeys, removing barriers, and ensuring people are charged fairly. We want to provide better travel information to help passengers whenever they need it throughout their journey and we’re working on improvements that give customers confidence when booking, making them feel valued for choosing rail.

This role will sit within the FTR Experience Design team who engage across the full programme to make sure everyone is considering the end-user when planning and delivering their activities.

***Description**

We are currently looking for someone to lead the design and definition of potential new propositions for the Fares, Ticketing Retail programme that could drive transformations and improvements for customers, employees, and retailers across the sector. Simultaneously, you will lead the identification of and fulfilment of research and insights requirements across the programme, so its delivery and direction are evidence and data driven.

This role covers three key design pillars: Strategic Planning, Data-driven Experiences, and Research.

Under Strategic Planning, you will champion the case for viable propositions across the industry, creating enthusiasm and buy-in for the development of propositions aimed to improve rail customers’ experience and sector-wide support, driving accountable and collaborative behaviours across the industry. More specifically, you will identify topics and concepts in the programme that need to enter a ‘proposition incubation’ stage, and then work to assess their viability plus next steps leading up to commercial modelling.

As part of the Research pillar, you will own and lead the FTR research plan: identify and fill gaps in research requirements across the programme to ensure work remains grounded in evidence-based insight. You will also foster and inspire collaborative, efficient, and effective ways of working with other functions across GBRTT and the wider industry, commissioning other teams and agencies to provide input where required.

Finally, this role will also be challenging the programme to think about how data can drive enhanced experiences, while working closely with other parts of FTR to enable this to be turned into a reality.

If you’re someone who is comfortable with ambiguity, a strategic thinker and experienced across our core pillars we’d love to hear from you

**What you’ll bring**
- Relevant professional insights background as a must. Any specific qualifications are highly valued.
- Strategic thinker with experience designing and defining customer propositions across a complex environment.
- Experience delivering engaging, informative and robust insights that enable a wide audience to understand key findings and drives forward actionable recommendations.
- A customer-first mindset.
- Strong experience in commercial modelling and business casing to achieve project investment and delivery.
- Strong engagement and stakeholder management skills, with the ability to generate enthusiasm, interest and buy in for wide-reaching initiatives and propositions at all levels, internal and external to the organisation.
- Proven commercial acumen, with an understanding of how insights deliver can drive key strategic and commercial decisions.
- Experience of design thinking methodology

This role is available on a Fixed Term Contract and Secondment basis for 12+ months.

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