Passenger Communications Specialist for Rail Franchise Bid

Project status
Project start date
19 Feb 2018
Project posted
22 Jan 2018 12:26
Project duration (approx.)
6.0 Months
Budget (approx.)
£560 / day
Level of Experience
Area of expertise
Operations, Strategy
Consultant location
United Kingdom
English (Essential)

Objectives and Key Deliverables

We are a UK based Transportation Company working on a rail franchise bid looking for a Passenger Communications Specialist. The consultant would work onsite in our London office alongside our bid team for 6-7 months for 4 days a weeks starting from 19 February 2018. 

Each Customer Experience position will have a specific remit and will play a pivotal role in the development of our Customer Experience Strategy and the associated initiatives. We will be developing our Customer Experience Strategy to meet the requirements of the client, the DfT, and in their work all members of the team will contribute to that strategy. This role encompasses information provision and introduction of modern customer technologies off-station, at station and on-train; integration of customer information and other services with other operational and ticketing systems.

• Collaborate with the Rolling Stock team to input to train specifications to - Present current best practice in Customer Information systems - from Apps and Web, through Staff Assistance to Display/PA and Interactive Screens - for both transport and non-transport industries
• Analyse Customer Experience and Business needs at various points through the Customer Journey, including during times of disruption, to inform future requirements for various Customer Facing Information Systems
• Develop a strategy to make railway related information inclusive and accessible. Including those customers without technology and/or with special requirements
• Develop an integrated, fit for purpose Customer Information Proposition, through collaboration with Customer Engagement, Stations, Station Experience, On-Train Experience, Ticketing and wider non-Customer Experience work streams
• Provide “Passenger Information” subject matter feedback on the customer and business value of various propositions and solutions
• Consider how staff interact with these Information Systems to ensure staff can add value to an interaction with Customers', when a Customer requires assistance
• Ensure knowledge is captured, well presented and shared to facilitate growth of the Bid Team

• Proficient in Excel, PowerPoint, SharePoint
• Good understanding of rail franchise operations, franchise agreement and rail regulations surrounding customer service, consumer/accessibility rights, passenger information systems and processes, and delivering the requirements for PIDD.

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