Equal Opportunities
At Transport for Wales we value diversity. It makes us stronger, helps us understand our customers better, make better decisions and be more innovative. Everyone’s different and has their own perspective so we’re building a diverse team that mirrors the communities we serve. Through this we’re determined to be one of Wales' leading inclusive employers. We’re creating an inclusive transport network that everyone in Wales can be proud of.

Who we are
At Transport for Wales, we’re on a mission to transform transport in Wales and make it fit for the future, whether that’s rail, bus, walking or cycling. We want to inspire a nation to change the way it travels, so that we all travel more sustainably and help to combat the climate emergency we’re all facing.
We’re an open and inclusive place to work, where everyone is welcome and our people are supported to reach their full potential. We want to create an environment where our people can grow and succeed. This is key to enabling us to deliver on the promises we’ve made to the people of Wales to build a sustainable transport network that meets their needs.

Role responsibilities

As a Customer Operations Implementation Lead you will play a key role in shaping the future of our station infrastructure. Reporting to the Customer Operations Implementation Manager, you’ll lead and support the planning, coordination, and execution of improvement works across our station network. You’ll also deputise for the Implementation Manager when required, ensuring continuity and leadership across a range of strategic and operational initiatives.

• Lead scoping activity for future programmes of work, aligning with ongoing network activity.
• Ensure data is captured and integrated into the Integrated Stations Plan to drive delivery efficiencies.
• Develop and maintain interactive Power BI dashboards and reports.
• Analyse complex data sets to generate actionable insights and automate reporting processes.
• Act as a superuser of the Project Reporting Hub, supporting the Station Infrastructure Team.

• Support the development of station improvement programmes.
• Maintain a centralised database of aspirational projects, ensuring readiness for activation.
• Write compelling business cases to secure funding for future schemes.

• Lead reviews of the station design toolkit, capturing stakeholder requirements.
• Manage documentation control in line with ISO / ISO 9001 standards, using platforms like Frontify.
• Ensure all guidance, process, and specification documents are up-to-date and accessible.

Who we’re looking for

• Strong experience in Power BI, Excel, and Microsoft 365 tools.
• Proven ability in data analytics, reporting, and process governance.
• Excellent planning, prioritisation, and stakeholder engagement skills.
• High attention to detail and understanding of internal business processes.
• Ability to manage multiple priorities and work collaboratively across teams
• Experience in project scoping, PMO, and business case writing.

Welsh Language Skills

The ability to speak/write Welsh would make a great addition to your application, but it is not essential for this role.

Transport for Wales supports and promotes the use of the Welsh Language by employees and will encourage them to develop, improve and maintain their Welsh Language skills. We fully support our people who want to improve their Welsh language skills, and personal development for Welsh Language skills are offered in a variety of ways such as online learning, classroom courses and funding attendance at local community courses.

Next steps

Does this role sound like the opportunity you are looking for? Do you want to find out more? See attached Job Description for further details.

TFW is a Disability Confident employer. We are happy to discuss any reasonable adjustments you may need in the recruitment process or as part of the role if you are successful.

This advert will close at midnight on the day of the application closing date stated above. We do encourage you to submit your application as early as possible.

Please note, we reserve the right to close this vacancy early if we receive sufficient applications.

If you have submitted an application for this role within the last 6 months and were unsuccessful, please do not re-apply as regrettably, your application will not be considered.