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For Companies At a Glance
- Tasks: Lead digital ticketing initiatives and enhance customer experiences through innovative solutions.
- Company: Join an award-winning train operator committed to innovation and customer satisfaction.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Why this job: Make a real impact in the digital transformation of ticketing in the rail industry.
- Qualifications: Experience in digital ticketing, product management, and strong analytical skills.
- Other info: Dynamic role with opportunities to collaborate across teams and drive industry change.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
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
Digital Lead employer: c2c Railway Limited
Contact Detail:
c2c Railway Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Lead
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your digital projects and achievements. This is your chance to shine and demonstrate what you can bring to the table, especially for a role like Digital Lead.
✨Tip Number 3
Prepare for interviews by researching the company and its digital initiatives. Be ready to discuss how your experience aligns with their goals, especially around digital ticketing and customer experience. Tailor your answers to show you’re the perfect fit!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Digital Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Digital Lead role. Highlight your experience in digital ticketing and product management, and don’t forget to sprinkle in some relevant keywords from the job description. We want to see how you fit into our vision!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about digital innovations and how your skills align with our goals. Be sure to mention any experience with mobile apps and websites, as that’s super relevant for us.
Showcase Your Achievements: When detailing your experience, focus on your achievements rather than just responsibilities. Use numbers and data to back up your claims—like how you improved customer functionality or drove revenue generation. We love seeing results!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s a great way to show your enthusiasm for joining our team!
How to prepare for a job interview at c2c Railway Limited
✨Know Your Digital Ticketing Stuff
Make sure you brush up on your knowledge of digital ticketing products and services. Understand the ins and outs of Smartcards, e-tickets, and contactless PAYG. Being able to discuss these topics confidently will show that you're not just interested in the role but also knowledgeable about the industry.
✨Showcase Your Project Management Skills
Prepare examples of how you've successfully managed projects in the past, especially those involving digital products or services. Highlight your experience with cross-functional teams and how you’ve navigated challenges to deliver results on time and within budget.
✨Be Ready to Discuss Data Analytics
Since data analytics is key for this role, come prepared to talk about your experience with tools like Google Analytics. Share specific instances where your analysis led to improved KPIs or customer experiences, demonstrating your ability to leverage data effectively.
✨Engage with Stakeholders
Think about how you've influenced and engaged stakeholders in previous roles. Be ready to share stories that illustrate your communication skills and how you've built productive relationships, especially with senior-level individuals. This will show that you can represent the company well in industry discussions.