A large public transport organisation is updating its physical sales channels to align with a new ticketing and distribution strategy, and this role exists to coordinate that implementation. You will apply Business Process Management and Change Management practices while supporting the Customer Experience team in designing and rolling out improvements to point-of-sale journeys and vendor-managed services.
The mission
The programme covers introduction and refinement of physical ticket distribution across the operator's network, governed by public procurement contracts and involving several external suppliers. The technical landscape includes point-of-sale hardware and software, customer-facing procedures, and the integration points with the central ticketing platform. This work matters because it affects daily customer journeys and the quality of service across all staffed sales locations.
On a day-to-day basis you will translate strategic objectives into deliverables, maintain project monitoring and progress reporting, and lead workshops that define new sales and support processes at physical outlets. You will contribute to drafting public procurement documents, coordinate suppliers and internal stakeholders, oversee test and validation phases, and ensure operational procedures and training materials are ready at launch.
Your responsibilities
- Lead the translation of the ticketing and distribution strategy into measurable plans for physical sales channels, ensuring alignment with user journey goals and operational constraints
- Coordinate procurement-related activities, contribute to tender documentation, and support objective supplier selection in line with public procurement rules
- Drive change management and process design, producing clear procedures and training inputs that reduce errors and improve the customer experience at point of sale
- Monitor project progress, produce status reports and risk escalations, and keep budgets and timelines visible to project leadership
- Organise and facilitate stakeholder workshops and user testing sessions to validate assumptions and adjust deliverables before rollout
- Oversee test and validation coordination with suppliers, confirming delivered solutions meet acceptance criteria and service expectations
Your profile
Essential skills
- Proven capability in Business Process Management applied to customer-facing operations, able to document and improve end-to-end workflows
- Practical experience in Change Management, guiding stakeholders through new procedures and tool introductions
- Experience managing digital projects or channel transformation initiatives, with strong project monitoring and reporting habits
- Familiarity with public procurement processes and the ability to contribute to tender documentation and supplier evaluation
- Ability to map and design user journeys for retail or staffed sales environments, focusing on measurable improvements in service quality
- Strong facilitation and stakeholder management skills, able to run workshops and coordinate cross-functional teams
Preferred skills
- (none specified)