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 Customer Data Research Coordinator will provide support to the Customer Experience Strategy implementation by administering and coordinating customer research using a variety of insight sources and methodologies, including Transport for Wales’s (TfW’s) Voice of the Customer and Customer Live. Delivering measurable and meaningful data. Support management of supplier relationships via regular meetings and communications to ensure contractual obligations are adhered to.
1. Coordinate research requests made via TfW internal and external stakeholders by keeping track of these requests and project milestones to ensure timely delivery of research outcomes is available to stakeholders.
2. Keep up to date with research methodologies / approaches and helping to review our research standards by using available resources to be able to share relevant best practice research with the rest of the organisation.
3. Co-ordinate the delivery of the business benchmarking and ServCheck surveys by accurately inputting the data into the relevant dashboards to help the business maximise the benefits of our Institute of Customer Services (ICS) membership.
Who we’re looking for
4. Possess or working towards a relevant Data Analytics qualification, or have equivalent, relevant work experience
5. Extensive experience in a customer and stakeholder engagement role, facilitating group discussions and other engagement activities.
6. Proficient and accurate in tracking and recording key project information and data findings.
7. Proven ability to engage with, develop and manage effective working relationships with a range of internal and external stakeholders up to director level.
Welsh Language Skills
The ability to speak/write Welsh would make a great addition to your application, but it is not
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.