Head of Digital Development

Job description

Head of Digital Development:

Do you have the drive, enthusiasm and a passion to help take the North further? If yes, then come and be part of our amazing team here at TransPennine Express.

We are an intercity train company connecting people and communities across our cities and major towns in the North of England and Scotland. Together we will continue to transform rail travel with faster, easier journeys that offer a step change in services with our fleet of high-tech trains.

The North is a vibrant place to live and work and here at TransPennine Express our services are helping to keep the country moving. If you want to be involved in something truly transformative, that will have a lasting impact on how we travel, then please join us and help us to take the North further.

We have a fantastic opportunity for a proactive and dynamic individual to join our Commercial team as Senior Digital Development Manager. This is a new and exciting opportunity to help us make a difference!

Purpose of job role:

The Head of Digital Development will lead the transformation and continuous improvement of our commercial and customer activities through application of digital capabilities, that will drive improvements to both customer and revenue KPIs. The role will lead all aspects of how we talk, interact, service and deliver digital products to our customers and colleagues working with all appropriate teams within TPE and across DOHL train operators.

What you'll be up to?

TransPennine Express has ambitious plans for growth and we are looking for someone with a true passion and drive for delivery to come into the business to deliver positive and immediate change, working within TPE's dedicated team of industry experts.

Reporting to the Commercial Director, your role is to deliver high quality digitally enabled propositions to our customers, that improve customer experience, make us more efficient and grow revenues. This includes direct customer facing capabilities such as website, apps and self-service channels, but also enabling capabilities such as data, insights, workflow and apps for colleagues to use to serve customers.

As a part of the TransPennine Express Senior Manager Team, the role holder will work collaboratively with fellow Senior Managers across the business to deliver the company aims and objectives as well as respond to and help solve short, medium and long-term challenges faced by the business.

You will already have at least five years' experience in a similar role. Whilst previous experience of working within the transport/travel industry retail would be advantageous, we will favour someone with the right attitude, with the drive and desire to get the job done, whilst learning along the way.

Your main responsibilities will be:

• Lead and manage the digital team to optimise the digital customer experience and ensure a consistent output through all digital channels.
• Lead digital transformation through development of the digital strategy, delivering customer advocacy, colleague engagement and passenger revenue targets, company and industry objectives.
• Increase TPE's digital channel share and maximise conversion through the marketing brochure site and ecommerce development.
• Lead new digital product development driven by user experience, data analysis and business requirements.
• Support the Commercial Directorate to deliver Annual Business Plan Commitments and KPIs and digital deliverables within the National Rail Service Contract.
• Continually analyse digital performance and create strategies to capitalise on opportunities, reporting outputs as agreed to key stakeholders.
• Identify and establish key strategic digital partnerships that will accelerate TPE's ability to deliver its digital offer and ability to innovate.
• Represent TPE at relevant industry forums.
• Ensure best practices and processes are in place across the digital team for the consistent delivery of projects, including adherence to GDPR and the latest accessibility requirements.
• Research and keep up to speed with new and leading technology solutions and suppliers to understand where there may be opportunities for TPE in the future.

Who we are looking for:

Positive, outgoing and personable - The ability to communicate at all levels is essential. An excellent communicator and influencer, you'll rely on your strong communication and inter-personal skills to work with colleagues right across the business.

Independent Self-starter - An independent thinker with high levels of intellectual curiosity who can mobilise, engage and collaborate with colleagues, suppliers and other stakeholders.

Digital and data savvy - You'll have demonstrable skills in the latest e-commerce, web, app and data technologies along with a keen interest in emerging technologies and a willingness to look at things differently. You'll also take a data driven approach to deliver the right business outcomes.

Customer focussed - You'll have a great sense of what customers want and how they will use it.

Good presentation skills - you'll be comfortable presenting to colleagues at all levels of the organisation and be able to put together written reports and presentations when required.

Previous experience - you'll have a background in a similar role that you have held for at least 5 years. Rail industry experience is desirable but not necessary.

If that sounds like the right fit for you, we'd love to hear from you, please click apply, complete an application form and upload a copy of your CV and a Covering Letter.

What can we offer you?

• Excellent career prospects.
• A personal development plan.
• Fully funded structured training and development*.
• Competitive salary paid on 4 weekly basis.
• Generous annual leave entitlement.
• Free TransPennine Express rail travel for you and your dependants*.
• Travel discounts of up to 75% off other train operating companies, plus international rail travel after 1 years' service* for you and your dependants*.
• Free & Confidential Employee Assistance Program and Wellbeing Portal 24 hours a day, 7 days a week to help you with any finance, family, health, or wellbeing issues you have. We make sure there's someone on-hand to offer guidance, advice, and useful information for our people when they are experiencing hardship at work or at home.
• Option to join the Railway Pension Scheme with significant employer contributions.
• Family friendly maternity and paternity benefits.
• Plus, high street and lifestyle discounts as well as a cycle to work scheme*.

*Terms and conditions apply.

Help take the north further.

Why work with us:

Our colleagues are from all walks of life with varied personal experiences and career journeys into rail. We want the best people for our roles. We are proud of our region and committed to connecting and reflecting the diverse communities that we serve across the North of England and Scotland. Our values are central to this, especially being 'Supportive of each other'. As an inclusive employer we value individuals' contributions, regardless of their age, gender, race, ethnicity, disability, sexual orientation, social background, religion, or belief.

To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login/Register.