Head of Passenger Proposition

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Emilia Kilburn

Research & Delivery Consultant
ek@newsomconsulting.co.uk

Head of Passenger Proposition

Location: UK | Sector: Rail | Salary: Excellent salary

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Description

West Coast Partnership Development has retained our services to recruit a Head of Passenger Proposition WCPD. This is an exciting opportunity to join the WCPD Programme Management Office team (Accepted Programme).

West Coast Partnership Development (WCPD) is working with Department for Transport (DfT), HS2 Ltd to design, develop and put in place the new high-speed services that will run on HS2.

As Head of Passenger Proposition, the jobholder will develop recommendations to DfT on the end-to-end Passenger Proposition for high speed and conventional rail services. The job holder is responsible for developing the overall customer experience of the future service.

The jobholder will lead delivery of the following Shadow Operator in the following areas:

  • Managing the WCPD Customer Community
  • Develop and update WCPD Passenger Proposition strategy.
  • Develop and deliver Functional Requirements for ticketing, yield management and reservation systems; customer information systems; revenue protection systems; passenger wayfinding and car park offer; and catering.

The jobholder also provides specialist input to different areas, such as: review of high-speed rolling stock design, review of stations design, development of the business organisation, timetable design and service operations (including the Trial Operations Plan).

To do this the jobholder will engage and collaborate with relevant experts from WCPD, Avanti West Coast, HS2 Ltd and Network Rail and make recommendations to the DfT.

Responsibilities

  • Build on the WCPD and HS2 customer experience development work.
  • Engage with the customer and design community ensuring customer needs are at the heart of the design.
  • Gather and use customer and stakeholder structured insights to assess demand and develop evidenced based business cases.
  • Identify and transfer global best practice for customer experience operations and developing new innovations.
  • Further develop the customer experience strategy and proposition for high speed and reconfigured conventional rail services and assess their financial and operational deliverability.
  • Support WCPD annual and long-term planning, lead customer experience workstreams to deliver the strategy and functional requirements, identify the necessary resources and procure resources and specialist advice.
  • Coordinate, manage and motivate the WCPD Customer Experience team.
  • Support WCPD reporting on all customer experience related activities to DfT.
  • The role is based in London and home based and some travel on our network will be required at times. The expectation will be an average of 3 days per week in the office.

Behavioural Compentencies

  • Improving Customer Experience.
  • Ensures the business is responsive to current customer needs, and shapes products and services to address future, longer-term customer trends.
  • Developing Collaborative Relationships.
  • Builds effective personal relationships with key external stakeholders. Involves them in decision-making and engages with their needs and concerns to build support.
  • Solving Problems and Making Decisions
  • Brings information together, spots pattern and breaks down complex problems clearly into component parts, separating issues to allow the problem to be solved.
  • Leading Through Engagement
  • Creates a culture of empowerment that enables teams to lead and deliver through their people or others.

West Coast Partnership Development

West Coast Partnership comprises two distinct parts – Avanti West Coast and West Coast Partnership Development. Avanti West Coast runs the train services from London to north England, north Wales and Scotland.

The WCPD is focused on developing plans for what the new high-speed services will look like (customer experience), how they will work (railway operations) and how they will start running new services and trains (mobilisation). Over the next 9 years they will develop and implement a programme of recommendation projects covering all aspects of setting up and running the future business. (HS2 Ltd are building the new railway and associated infrastructure).

Find out more about WCPD here.

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