Senior Customer Experience and Innovation Manager
Cardiff – relocating to Pontypridd by 2020
Welsh Language Skills:
Pattern of Working:
Full time. Applications from candidates interested in alternative work patterns will be considered; however, business needs may place limitations on the arrangements offered.
Appointment is subject to the successful completion of a Disclosure and Barring Service Basic level of security vetting (as the minimum standard).
Purpose of Post
Transport for Wales (TfW) is the not-for-profit company driving forward the Welsh Government’s vision of a high-quality, safe, integrated, affordable and accessible transport network in Wales. Our mission is to ‘Keep Wales Moving’ by providing customer-focused service, expert advice and infrastructure investment.
Rail passengers across Wales and its borders can now look forward to the transformation of their rail services thanks to a £5 billion investment that will fund significant improvements to the frequency and quality of Wales and Borders services, as well as the creation of the South Wales Metro.
The Senior Customer Experience and Innovation Manager will be responsible for developing and delivering a new blueprint for great service, ensuring that the customer is at the heart of everything we do. Working collaboratively with colleagues across the company and with third parties, the Senior Customer Experience and Innovation Manager will provide input into the development of the Transport for Wales brand across various channels, promoting a ‘one tone of voice’ approach, and will focus on the customer experience to ensure that customers consistently receive a great service.
Role and Responsibilities:
•· Develop, deliver and monitor the impact of a customer experience strategy.
Knowledge, Skills, Qualifications and Experience
•· Experience of working in a start-up environment and/or experience of leading a customer experience or cultural change programme.
•· Membership of a relevant professional body.
- Reading: full understanding of all work-related material
- Spoken: fluent
- Understanding: can understand all work-related conversations
- Written: can prepare written material for all work-related matters
This post offers the opportunity to develop a wide range of skills in an exciting period of development of the transport network in Wales. There will be opportunities to be involved in high profile meetings and events, and work with key internal and external stakeholders. This is an emerging role which the post holder will have the opportunity to influence.
How to Apply
The application process for this role is being handled by Douglas Jackson. To apply for this role, please send a copy of your CV to firstname.lastname@example.org or visit http://douglas-jackson.com . Please quote job reference number DJKG1253.
For further information about Transport for Wales please visit https://tfw.gov.wales
Interview Date: Interviews for this role are to be confirmed