Salary: £42,796 - £48,000 per annum
What is the purpose of this job?
Passenger Assist is the reservation system that enables passengers to request and book assistance when travelling by rail. The Passenger Assist Improvement Programme seeks to improve the system and service, by working with RDG's technology provider and train operating companies to deliver enhancements. The focus for Phase 5 is to centre on improving the customer experience with the main aim of a more accessible railway for all.
The User Experience Advisor will bring the needs of clients to the forefront of solutions by gathering detailed user requirements, translating them into product specifications, and ensures a customer-focused approach throughout the service development life cycle. You will also manage user readiness and deliver suitable training solutions. You will oversee both the initiation and completion of each roadmap item, maintaining consistency and alignment with user needs.
What can I expect to do in this job?
This is not an exhaustive list, but gives some of idea of what you will do;
You're passionately focused on the people who use our products and how we can improve their experience.
You'll work each day with cross-functional teams, such as product managers, designers, to prioritise research initiatives. You will identify user needs and behaviours and communicate those effectively, advocating for a human-centred approach.
Conduct user research to gather detailed requirements from various stakeholders, including Train Operating Companies (TOCs) and customers.
Use different research methods to understand and analyse user needs and behaviours, preferences, and pain points.
Translate user insights into detailed product requirements and feature specifications.
Define comprehensive business requirements, including data requirements, functional specifications, and non-functional requirements.
Serve as the advocate for user needs and experiences throughout the development lifecycle.
Communicate research findings and user insights to team members involved in later stages of the Service Development Life Cycle (SDLC).
Ensure that user feedback and requirements are accurately represented in product features and designs.
Work and engage closely with the solution design and development teams to prioritise features based on user impact and strategic goals.
Validate customer insights with support from the Business Relationship Manager to ensure alignment with user needs and expectations.
Ensurea customer-focused approach is upheld throughout the SDLC.
Maintain comprehensive documentation of research methodologies, findings, and recommendations.
Prepare detailed reports and presentations to share research insights and progress with the programme team and stakeholders.
Ability to priority set to meet tight timelines while delivering a high quality of work that meets the needs of stakeholders
Training and Readiness
Develop a comprehensive deployment plan outlining steps, timelines, and responsibilities for the rollout of the PA toolset.
Create a readiness plan to ensure TOCs and Contact Centre (CCs) are prepared for go-live, including readiness assessments, checklists, and milestone tracking.
Develop training materials and programmes to educate TOCs on specific functionalities of the PA toolkit.
Ensure comprehensive training and communication strategies are in place for TOCs and CCs.
Conduct training sessions and workshops to ensure TOCs are fully prepared to use the new features effectively.
Provide ongoing support and guidance to TOCs during the readiness phase to address any questions or issues.
Coordinate go-live planning and user readiness activities to ensure a smooth transition.
Oversee the content and updates of the Microsite, ensuring it provides accurate, up-to-date information and resources for users.
Oversee the delivery User Guides for each release by Transport and ensure they are built according to industry standards.
Participate in forums such as User Groups and drop-in sessions with Train Operating Companies
• Prior experience in user experience research across software products, web, and/or mobile applications, along with experience with research and prototyping tools
Experience working with Product Owners, project management teams and technology specialists in the creation of digital consumer products (eg websites and apps).
Strong communication and engagement skills, both written and oral, including creating detailed reports, and training material
Proactive and comfortable working through ambiguity
Proven experience of working and delivering to tight and demanding deadlines
Ability to present a compelling narrative with data to influence stakeholders and implement change
A strong customer first mindset
Detailed focussed
Developing training content, both digital and non-digital, and delivering in the most suitable way, e.g. group setting or individually