About Us:
Here at c2c we take pride in being an award-winning train operator running services between Fenchurch Street and Shoeburyness, serving 26 stations in East London and South Essex. Our customers never stand still and neither do we. We anticipate, innovate and flex around our customer’s needs and it takes a great team to do this.
We are looking for a dedicated and versatile individual to join our team as a Digital Lead.
The Digital Lead is a key and high-profile role within the Digital Team. They will own the ongoing delivery of Digital and Ticketing products and services, to meet our Commercial goals, reflect industry initiatives, government directives and, most importantly, deliver the digital experience our customers expect. The Digital Lead will be the owner for Smart/ Digital Ticketing products (ITSO Smartcard, Barcode e-ticket, Contactless PAYG) within the business, and the product owner for our App and Web transaction journeys. They will represent c2c to Industry working groups, and manage the operational delivery within c2c, including future innovation and Digital channel shift programmes. Delivering a functional, reliable and sustainable experience for staff and customers within c2c’s Net Zero Strategy.
The Role:
* Work alongside the Head of Digital to create the product vision and roadmap as part of a wider digital strategy.
* Owner of and responsible for the successful implementation and BAU management of all Digital Ticketing products (Smartcard, Barcode e-ticket, Contactless PAYG)
* Represent the company to RDG, TfL, Cubic, other external operators and industry partners to ensure c2c Smart retailing is fully integrated with the National Rail and TfL ticketing architecture
* Collaborate with TOCs and industry stakeholders to implement digital ticketing solutions
* Manage (in conjunction with IT) liaison with industry Central Back Office, TVM and gateline suppliers used to fulfill Smart channels
* Lead the transition from physical to digital ticketing. Educate staff and passengers on the benefits of digital ticketing and address any challenges during the shift
* Manage and leverage data analytics, research and testing to drive KPIs and targets, measuring operational reliability, customer functionality, enablement and revenue generation
* Integrate Smart retailing requirements into future c2c Digital Strategy that aligns with industry trends and customer expectations. Embracing digital innovations to create a seamless and intuitive ticketing experience for passengers
* Cross functional working with revenue protection and data teams to reduce ticketless travel
* Lead on operational staff briefing and training with product changes and enhancements
* Communicate, educate and inform the wider business of product strategy, performance and improvements being made
* Project manage cross functional initiatives to support future development of Digital ticketing
* Regular robust testing of Digital ticketing products
* On-call duties and flexible hours may be required to accommodate releases and digital incidents outside of peak times
Experience, Knowledge & Qualifications Required:
* Proven experience in Digital Ticketing, Digital Product management or eCommerce
* Experience and knowledge with delivery of mobile apps and websites
* Experienced in managing suppliers and third parties to deliver quality, on time and in budget
* An understanding of and experience in digital marketing (i.e. CRM, SEO, SEM and display)
* Knowledge of UX (User Experience) and analysis of customer digital journeys
* Extensive experience using web analytics with particular focus on Google Analytics
* Practical understanding of web development processes and technologies
* Able to influence and engage internal and external stakeholders and be a champion for Digital Ticketing
* Articulate individual, able to cultivate contacts and establish and maintain productive internal and external relationship
* Capable and experienced at dealing with Senior/Exec level individuals
* Experience in rail is highly desirable in order to understand the unique challenges and opportunities within the industry
* Demonstrate excellent written, communication and organisational skills
* Strong data analysis and interpretive skills
* Ability to stay calm under pressure and skilled at multi-tasking and prioritising
* Pragmatic, tenacious and motivated
* Must be flexible, adaptive with a passion for innovation