Customer & Event Delivery Lead

The Role

The Customer Delivery & Events Lead will support all special events and rail replacement customer delivery processes on behalf of Transport for Wales, providing expertise in event delivery and advice to all areas of the business.

• Review and refine the Special Events Delivery and Management Framework, ensuring continual improvement of all events and activities and prioritised opportunities.
• Work closely with all stakeholders to ensure events, rail replacement and customer support plans are carefully mapped, meticulously planned and stakeholders have clear expectations.
• Ensure communication materials for internal and external audiences are readily available and provide a seamless customer experience.
• Maintain the Special Event and Rail Replacement calendar, clearly mapping where additional resources, way finding and communications are required.

• Excellent analytical and problem‑solving skills
• Excellent verbal and written communication skills
• Influencing and negotiation skills to obtain the best outcome from suppliers and stakeholders
• Experience building strong relationships with internal and external stakeholders
• Experience working in a customer or event environment

• Experience writing comprehensive reports
• Good understanding of railway operations plans and reports
• Good understanding of continuous improvement principles
• Experience with process mapping and improvement
• Experience leading workshops, defining action plans and tracking through to completion

While not essential, Welsh language skills would be a great addition to your application. TfW supports anyone who wants to learn Welsh or improve their skills through online learning, classroom courses and local community course funding.

We celebrate and embrace differences, building a workforce that represents Wales. Diverse teams drive better decisions and innovation. We are an equal opportunity employer.

We are a Disability Confident Leader. Let us know about any reasonable adjustments you may need in the recruitment process and as part of the role.