Digital Director (Maternity Cover)

Great British Railways Transition Team (GBRTT); London; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

Join a leading organization as a Digital Director (Maternity Cover) focused on transforming the retail services in the rail industry. This role requires a dynamic leader to enhance customer experience and drive strategic initiatives in a collaborative environment, ensuring effective delivery across multiple functions.

Qualifications

• Experience leading large cross-functional teams in complex organizations.
• Strong understanding of strategy development and implementation.
• Proven ability to drive large-scale customer-focused changes.

Responsibilities

• Lead the development and delivery of retail common services.
• Enhance passenger experience and liberalise the retail market.
• Collaborate with the GBR Online Retail Director and team.

Skills

Leadership

Strategic Thinking

Customer Experience Improvement

Digital Technologies

Communication

Commercial Acumen

Job description

Join to apply for the Digital Director (Maternity Cover) role at Great British Railways Transition Team (GBRTT)

Great British Railways Transition Team (GBRTT) provided pay range

This range is provided by Great British Railways Transition Team (GBRTT). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

About the role…

We are seeking a dynamic and visionary leader to take charge as the single accountable leader for developing and delivering retail common services (Delay Repay, Fraud, Core Retail and Passenger Data) and leading the Experience Design function. You will lead the strategy across the commercial, technology and operations functions to enhance the passenger experience and liberalise the retail market to reduce industry costs and grow revenue through the modernisation of common services. You will also ensure customer-centric decision-making drives all objectives and delivery in the Fares, Ticketing and Retail (FTR) programme.

This role will closely collaborate with the GBR Online Retail Director and their team, who will be consolidating train operating company (TOC) retail into one single GBR retailer.

If you are ready to make a significant impact, we want to hear from you.

What we're looking for....

We’re looking for people who are prepared to roll their sleeves up and take ownership, making it their place to make informed decisions, and get things done. We need to work together as an industry to design solutions that make things better for our customers, so we’re looking for people who can build great relationships and integrate with colleagues across the sector. We have a unique chance to change things for the better, and so embracing opportunity, using innovative and creative thinking – with a dose of healthy challenge – is critical to us. We’re driven by a passion to deliver for our customers and our colleagues, so people who show they care deeply about their work and for their colleagues are the kind we love and are looking for!

A bit about the team….

The Fares, Ticketing and Retail (FTR) programme is the cross-industry programme to transform how passengers purchase and use tickets. Our aim is to establish a modern, consistent and integrated FTR system that is of high quality and maximises value for passengers and taxpayers. By embracing innovation and collaborating with industry partners, we are delivering a smarter, more efficient and passenger focused approach to rail travel.

This is a great opportunity to be part of a programme delivering on improving the things which customers regularly identify as a priority to fix. You may have already seen some of our work: Pay As You Go (PAYG) pilots announced in the West Midlands and Greater Manchester, expansion of Contactless PAYG in London and the South East and ‘Simpler Fares’ trials on some long distance routes.

The Government’s Railways Bill has highlighted reform of fares and ticketing, including establishing GBR Online Retail, as a key part of rail reform. The FTR programme will deliver industry-wide modernisation and reform of the complex and fragmented fares landscape. This will enable GBR to simplify the ticketing system and make it easy for passengers to find the right fare.

What you’ll bring..

• Experience of successfully leading and motivating a large cross-functional team in a complex organisation, with the ability to create and communicate a vision effectively and inspire passion and energy within teams.
• Strong understanding of strategy development and implementation, with proven ability of delivering strategic change programmes to challenging issues and problems.
• Strong experience of driving successful complex, large scale customer-focused changes (both from an operational and cultural perspective), with a passion for improving customer experience.
• Strong understanding of digital experience-enhancing technologies and experience of utilising these capabilities to drive business change.
• Strategic thinker with experience designing and delivering customer propositions and measuring their impact.
• Highly adept and persuasive communicator with the ability to negotiate and influence at an executive level and broker relationships with national and regional stakeholders, with an ability to present and articulate complex matters in a simple and effective way to a range of stakeholders.
• Strong commercial acumen, with proven ability to manage a multi-million budget and contribute to the business cases and delivery of required outcomes that amount to tens of millions of pounds.
• Strong knowledge and experience of various programme, project and quality management approaches and principles.
• Ability to build and develop robust business cases.

This role is a maternity cover until 30/09/26.

We're an inclusive employer of choice and welcome applications from everyone. For this specific role, there is an expectation to be able to come to our London or Derby office for a minimum of two days per week. We encourage people to work flexibly and we're open to hybrid working! We’ll also try our best to adapt the recruitment process and offer a reasonable alternative to help support people with disabilities.

*If you’re working within the rail industry and considering applying via a Secondment, we encourage you to have a conversation with your line manager early in the process to support a potential secondment and where successful to support your release.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other
• Industries: Rail Transportation

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