Job Title

Purpose of the Job :The Digital Ticketing Lead will be a key and high profile role within the Digital Team. Leading the ongoing delivery of Digital Ticketing products and services, in order to meet our Commercial goals, reflect industry initiatives, government directives and most importantly, deliver a digital experience our customers expect. In a fast-paced and challenging environment that focuses on results. The Digital Ticketing Lead will become the business lead for Smart/ Digital Ticketing products (Smartcard, Barcode e-ticket, soon Contactless PAYG) and our Web and App Journeys. Representing c2c at Industry bodies and working groups, managing the operational delivery within c2c, including future innovation and becoming the main driver for Digital channel shift. Delivering a functional, reliable and sustainable experience for staff and customers with a focus on C2Cs Net Zero Strategy.Key Accountabilities: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 at RDG, TFL, Cubic other external operators and industry partners to ensure c2c Smart retailing is fully integrated with the National Rail and TfL ticketing architectureCollaborate with TOCs and industry stakeholders to implement digital ticketing solutionsManage (in conjunction with IT) industry Central Back Office, TVM and gateline suppliers used to fulfil Smart channelsLead the transition from magstripe paper tickets to digital alternatives. Educate staff and passengers on the benefits of digital ticketing and address any challenges during the shiftManage and leverage data analytics, research and testing to drive KPIs and targets, measuring operational reliability, customer functionality, enablement and revenue generationUse data and insights to refine the ticketing processes and drive efficiencyIntegrate Smart retailing requirements into future Digital Strategy that aligns with industry trends and customer expectations. Embracing digital innovations to create a seamless and intuitive ticketing experience for passengersLead the continuous improvement of the website, mobile and app, managing and prioritising the backlog with digital agencies and developersLead day-to-day communications and service reviews with digital agencies, to continually to deliver digital excellence and business efficiencyCross functional working with revenue protection and data teams to reduce ticketless travelLead on operational staff briefing and training with product changes and enhancementsCommunicate, educate and inform the wider business of product strategy, performance and improvements being madeWork closely with internal Comms and Marketing team to develop awareness of Digital productsBe a visible presence and champion for Digital to staff across the business; promote the company interests at all times to encourage migration to Digital TicketingProject manage cross functional initiatives to support future development of Digital ticketingRegular robust testing of Digital ticketing productsRemain informed on emerging ticketing technologies and solutions that simplify ticket purchases. Regularly assessing and reviewing the competitive landscape, keeping pace with the market and areas of Innovation.Line manage Smart Ticketing Exec and train on all aspects of the Smart/ Digital programmesReporting directly into the Head of Digital and acting as a deputy when requiredOn-call duties and flexible hours may be required to accommodate releases and digital incidents outside of peak timesOther duties as may be reasonably requestedExperience, Knowledge & Qualifications Required:Proven experience in Digital Ticketing, Digital Product management or eCommerceExperience and knowledge with delivery of mobile apps and websitesExperienced in managing suppliers and third parties to deliver quality, on time and in budgetAn understanding of and experience in digital marketing (i.e. CRM, SEO, SEM and display)Knowledge of UX (User Experience) and analysing customer journeysExtensive experience using web analytics with particular focus on Google AnalyticsPractical understanding of web development processes and technologiesAble to influence and engage internal and external stakeholders and be a champion for Digital ticketingArticulate individual, able to cultivate contacts and establish and maintain internal relationshipsCapable and experienced at dealing with Senior/Exec level individualsExperience in rail is highly desirable in order to understand the unique challenges and opportunities within the industryDemonstrate excellent written, communication and organisational skillsStrong analytical skills and ability to interpret dataAbility to stay calm under pressure and skilled at multi-tasking and prioritisingPragmatic, tenacious and motivatedMust be flexible, adaptive with a passion for innovation