Lead Strategist for Retail and Fraud Operations

3 weeks ago

Pontypridd, Rhondda Cynon Taf, United Kingdom Transport for Wales Full time

Commitment to Diversity

At Transport for Wales, we celebrate diversity as it strengthens our organization, enhances our understanding of customer needs, and fosters innovation. We are dedicated to building a diverse workforce that reflects the communities we serve, striving to be one of Wales' foremost inclusive employers. Our goal is to create a transport network in Wales that everyone can take pride in.

About Us

Transport for Wales is on a transformative journey to modernize transportation across the region, focusing on rail, bus, walking, and cycling. Our aim is to inspire a shift in travel habits towards sustainability, contributing to the fight against the climate crisis.

We pride ourselves on being an open and inclusive workplace where every individual is welcomed and supported to achieve their full potential. Cultivating an environment conducive to growth and success is essential for us to fulfill our commitment to the people of Wales in establishing a sustainable transport network that caters to their needs.

Key Responsibilities

The Retail and Fraud Strategy Lead will spearhead the development and execution of strategies related to ticket fulfillment, channel optimization, and fraud prevention within Transport for Wales (TfW), ensuring alignment with the organization's goal of becoming a fully multimodal entity while considering broader retail modernization efforts in the rail industry.

  • Enhance and refine the ticket fulfillment, channel optimization, and fraud prevention strategies in collaboration with the Head of Retail and Head of Commercial Strategy, utilizing change plans to achieve revenue and cost objectives while boosting customer satisfaction in ticket purchasing.
  • Support the realization of TfW's multimodal aspirations by crafting strategies that unify ticketing processes and minimize fraud.
  • Stay informed about retail and ticketing trends across rail and public transport sectors, including shifts in retail channels and fraud mitigation techniques, by participating in industry meetings with the Rail Delivery Group (RDG) and Great British Railways Transition Team (GBRTT). Ensure that operational implications for TfW are recognized, risks are addressed, and opportunities are pursued.
  • Identify modernization opportunities for existing systems and processes by collaborating closely with the Head of Retail, Retail Systems Manager, and Retail Projects Manager to drive revenue growth and/or reduce operational costs.

Ideal Candidate Profile

  • Proven experience in strategically planning, executing, and managing change initiatives related to ticketing and/or fraud management that have led to enhanced business processes and financial outcomes.
  • Skilled in developing processes, reporting, and presenting ticketing and/or fraud management data to senior leadership.
  • Experience in collaborating with both internal and external stakeholders to drive change.
  • Demonstrated ability to lead a multidisciplinary team.

Welsh Language Proficiency

While proficiency in Welsh is advantageous, it is not a requirement for this position. Transport for Wales actively promotes the use of the Welsh Language among its employees and encourages the development of Welsh language skills. We support our team members who wish to enhance their Welsh language abilities through various means, including online learning, classroom courses, and funding for local community courses.

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