Retail and Fraud Strategy Lead

4 weeks ago

Pontypridd, United Kingdom Transport for Wales Full time

Equal Opportunities

At Transport for Wales we value diversity. It makes us stronger, helps us understand our customers better, make better decisions and be more innovative. Everyone’s different and has their own perspective so we’re building a diverse team that mirrors the communities we serve. Through this we’re determined to be one of Wales' leading inclusive employers. We’re creating an inclusive transport network that everyone in Wales can be proud of.

Who we are 

At Transport for Wales, we’re on a mission to transform transport in Wales and make it fit for the future, whether that’s rail, bus, walking or cycling. We want to inspire a nation to change the way it travels, so that we all travel more sustainably and help to combat the climate emergency we’re all facing.

We’re an open and inclusive place to work, where everyone is welcome and our people are supported to reach their full potential. We want to create an environment where our people can grow and succeed. This is key to enabling us to deliver on the promises we’ve made to the people of Wales to build a sustainable transport network that meets their needs.

Role responsibilities

The Retail and Fraud Strategy Lead will lead on developing and implementing the Transport for Wales (TfW) rail ticket fulfilment, channel optimisation and retail fraud strategies and their link to TfW becoming a fully multimodal organisation (whilst giving consideration to wider rail industry retail modernisation and fraud prevention activity).

Further develop and evolve the TfW (primarily rail) ticket fulfilment, channel optimisation and retail fraud strategies in conjunction with the Head of Retail and Head of Commercial Strategy by using plans for change to meet revenue and cost targets whilst improving customer satisfaction with ticket purchasing. Contribute to the delivery of TFW’s multimodal ambitions by developing ticket fulfilment, channel optimisation and fraud reduction strategies to promote a unified approach to ticketing and reduction of fraud. Keep abreast of retail and ticketing activity across rail and public transport more generally, including changes to retail channels, fulfilment methods and fraud mitigation, through attendance at Industry level meetings with Rail Delivery Group (RDG) and Great British Railways Transition Team (GBRTT). Ensure that implications to TfWs operations are understood, risks are mitigated and opportunities are explored. Identify opportunities to modernise existing systems and processes by working closely with the Head of Retail, Retail Systems Manager and Retail Projects Manager to enhance revenue growth and/or reduce costs.

Who we’re looking for

Demonstrable experience of strategically planning, implementing and managing change projects relating to ticketing and/or fraud management that have demonstrated improvements in business processes and/or financial benefits.  Experience of creating processes, reporting and presenting ticketing and/or fraud management data to Senior Management Experience of collaborating with internal and external stakeholders to influence change Experience of managing a multi-disciplined team

Welsh Language Skills

The ability to speak/write Welsh would make a great addition to your application, but it is not essential for this role.

Transport for Wales supports and promotes the use of the Welsh Language by employees and will encourage them to develop, improve and maintain their Welsh Language skills. We fully support our people who want to improve their Welsh language skills, and personal development for Welsh Language skills are offered in a variety of ways such as online learning, classroom courses and funding attendance at local community courses.

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