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 committed to revolutionizing transportation across Wales, ensuring it is prepared for the future, whether through rail, bus, walking, or cycling. We aim to inspire a shift in travel habits towards more sustainable options, contributing to the fight against the climate crisis.

We foster an open and inclusive workplace where all individuals are welcomed and supported to achieve their full potential. Our commitment to personal and professional growth is essential for fulfilling our promises to the people of Wales, as we work to establish a sustainable transport network that caters to their needs.

Key Responsibilities

The Retail and Fraud Strategy Lead will be responsible for 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 transition to a fully multimodal entity.

  • Enhance and refine the TfW 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 elevating customer satisfaction in ticket purchasing.
  • Support the realization of TfW's multimodal goals by formulating strategies for ticket fulfillment, channel optimization, and fraud reduction that advocate for a cohesive ticketing approach and minimize fraud.
  • Stay informed about retail and ticketing developments across the rail and public transport sectors, including updates on retail channels, fulfillment techniques, and fraud prevention measures, by participating in industry meetings with the Rail Delivery Group (RDG) and Great British Railways Transition Team (GBRTT). Ensure that the implications for TfW operations are comprehended, risks are mitigated, and opportunities are identified.
  • 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 enhancements in business processes and/or financial outcomes.
  • Proficiency in developing processes, reporting, and presenting ticketing and/or fraud management metrics 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 the ability to communicate in Welsh is a valuable asset, it is not a prerequisite for this position.

Transport for Wales actively promotes the use of the Welsh Language among its employees and encourages them to enhance their Welsh language skills. We fully support our team members who wish to improve their Welsh language abilities, offering various development opportunities such as online courses, classroom training, and funding for local community classes.

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