Please note: this is a 6-month fixed-term contract

Please note: This role is office based, with hybrid working options. There is a requirement to travel across the Transport for Wales network with the potential for occasional overnight stays

Note that you must hold the permanent right to work in the UK. We are not currently able to provide sponsorship.**

The Role

Provide strategic leadership for the organisation's retail and ticketing function, ensuring the development and delivery of long‑term strategies, effective operational performance, financial and revenue protection oversight that supports organisational goals across all modes of transport.

Role responsibilities

• Lead the strategic design and ongoing execution of Transport for Wales' five‑year retail and ticketing roadmap by using customer insight and market analysis to optimise the multimodal channel mix, drive smart‑ticketing adoption, reduce operating costs, and mitigate fraud through annually refreshed action plans.
• Lead the modernisation and ongoing management of the retail estate across Rail and future Bus franchising by procuring and deploying new technologies, driving operational innovation, and embedding improved systems and processes to enhance efficiency and significantly reduce the cost of sale.
• Proactively oversee a £6m annual operating budget, partnering with suppliers and Finance Business Partners to deliver cost control and secure savings through rigorous contract management and effective commercial governance.
• Lead the end‑to‑end identification, analysis, and mitigation of retail fraud across Rail and future Bus franchising by developing advanced analytical capabilities, coordinating internal and external partners, and delivering an annually refreshed 1–2‑year revenue protection strategy with supporting action plans, underpinned by robust processes that track and interpret fraud‑related losses to target the key drivers.

Who we're looking for

• Proven expertise in transport retailing and fraud/revenue protection systems, demonstrated through successful leadership of customer‑facing or office-based retail or revenue protection teams
• Proven experience in leading and embedding a customer‑focused culture across teams and supplier partnerships preferably in the transport sector
• Excellent interpersonal skills and influencing skills, with a proven track record of influencing across all levels of an organisation
• Proven experience in driving continuous improvement across processes and systems

Welsh Language Skills

While not essential for this role, Welsh language skills would make a great addition to your application.

TfW support anyone who wants to learn Welsh or improve their skills. We offer online learning, classroom courses and funding attendance at local community courses.

Equal Opportunities

We're changing the way the transport industry looks. By celebrating and embracing differences, we're building a workforce that represents Wales. We need talented people from all backgrounds and cultures to bring their perspectives and experiences. Diverse teams make better decisions and drive innovation. Join us in transforming the way Wales travels."

Who we are 

Transport for Wales is changing the way Wales travels, making sustainable transport the first choice. We're building a multimodal integrated transport network called the T Network, making it easier for people to travel by train, bus, walking, wheeling and cycling.

Next steps

See attached Job Description for further details and how to apply. If you want to find out more about what we're doing in Wales, see our Annual Report.

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

This advert will close at 23:59 on the day of the application closing date stated above. However, we reserve the right to close this vacancy early if we receive enough applications. We encourage you to submit your application as early as possible.