Travel Demand Management (TDM) Operational Coordination and Analysis Manager

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People are right at the heart of our business here at Transport for London, and there couldn’t be a more exciting time to join us. You’ll become an integral part of a highly respected team providing vital guidance and support to the business. You will contribute to a wide range of challenging projects and develop your career at the same time.

About us

Transport for London’s Travel Demand Management (TDM) team works with transport partners to develop and deliver customer information through integrated marketing communications and engagement. The objective is to provide better journeys for customers and reduced congestion across the capital’s transport networks.

This is an exciting opportunity to manage the interface between the TDM programme and planning teams within the TfL Rail and Underground directorates and wider rail industry. The role will support the delivery of projects required to facilitate major improvements across London’s rail network, and customer travel advice campaigns during high profile events in the capital. The role is critical to the development of initiatives to provide customer information relating to everyday crowding issues, both today and in future years as London continues to grow.

You will exercise technical expertise and exemplary communication skills in managing ongoing liaison at all levels; managing transport information and specifying technical tasks to develop, execute and monitor TDM strategy and delivery plans.

Scope

The Travel Demand Management team work in collaboration with the wider business to specify and deliver activity to achieve travel behaviour change in specific locations, in line with the operational requirements of TfL.

The TDM Operational Coordination & Analysis Manager will be responsible for the coordination and analysis of the operational business’s programme to develop, execute and monitor TDM strategy and delivery plans.

The post holder will also manage the interface between the TDM programme and the operational business; acting as a specialist conduit of technical information for the use of channel owners across Marketing and Communications. The post holder will liaise with senior stakeholders to gather information on operational delivery programmes then provide detailed, specialist analysis on that data and provide, as an output, appropriate information to feed into planning and communications products. They will also need to comprehensively monitor those outputs mentioned above and ensure that information is being used correctly in planning and communications channels across TfL.

Key Accountabilities

- Manage the coordination and analysis of the operational business’ delivery programme, through ongoing liaison at all levels, management of technical information and specification of technical tasks to develop, execute and monitor TDM strategy and delivery plans over the short (1 year), medium (3-5 years) long (up to 10 year) terms.

- Maintain single understanding and documentation of future planned closures and events - their timing, and anticipated impacts; liaising with colleagues at all levels of the operational business and continuously reviewing documentation to identify and assimilate key information form the operational business’s programme to inform TDM activity.

- Identify and agree with the operational business, the operational requirement for behaviour change to be delivered through TDM activity in advance of /during planned closures and events, and at locations which suffer from recurring congestion.

- Source and analyse technical operational data, including though not limited to modelling outputs and performance monitoring data, to inform TDM Customer Strategy and briefs for marketing communications and engagement activity.

- Responsible for the development of operational monitoring processes to monitor quantify and analyse customers’ travel behaviour in response to TDM activity and contribute to proposals for operational and/or customer research and analysis programmes. In so doing, help to develop TfL’s understanding of customers’ use of the transport network and contribute to informing the TDM Customer Strategy.

- Build and maintain a delivery network and lead on ensuring communications plans delivered by the operational business complement the TDM Customer Strategy and Communications Plan.

- Represent the TDM team with key stakeholders including operational senior management when necessary; influencing and securing buy-in to the aims and objectives of the programme, and leverage delivery of activity to achieve these objectives.

- Primarily an analytical and coordinating liaison function with customer strategy and communications knowledge and ability, the job holder is responsible for developing and managing technical approaches / processes and a network of relationships with a wide range of internal and external partners.

Financial Impact

The successful TDM Operational Coordination & Analysis Manager will have indirect financial responsibility of certain projects to the value of around £200k

Key Interfaces

- The post-holder will coordinate and act as intelligent client for a range of internal and external stakeholders. The post holder will be a key advocate and influencer on the TDM team's behalf for internal and external interfaces. They will analyse and specify technical deliverables: liaising with specialist teams and secure the ongoing buy-in and necessary support of senior stakeholders.

- The post-holder will focus the resources of TfL and partner organisations on achieving specific behaviour change objectives and will project manage delivery flexibly.

Knowledge

- Educated to degree level or with relevant experience in a similar project management position.(Essential)

- A comprehensive technical knowledge that enables interpretation and presentation technical data including modelling outputs, actual demand and performance data, transport service plans and the specification of technical deliverables by virtual project teams. (E)

- Knowledge of transport planning, travel behaviour change programmes and techniques, and TfL’s operating environment. (E)

- Understanding of TfL’s business - its vision, strategy and objectives and its position within London’s context. (E)

- Good knowledge of TfL customer strategy and communications. (E)

- Knowledge of behavioural analytics and customer strategy development (Desirable)

- Knowledge of TfL’s internal project management system, Pathway, (or suitable equivalent) and how to create compliant but bespoke project management governance and processes (D).

Skills

- Excellent attention to detail and organisational skills, to manage a varied workload. (E)

- Well ordered, structured approach to delivery of tasks, and flexible with ability to adapt within demanding and fast-changing environment. (E)

- Effective decision-maker with ability to act on their own initiative and escalate issues when necessary. (E)

- Ability to demonstrate innovative thinking and excellent problem solving skills. (E)

- A self-starter with the ability to work effectively as part of a team. (E)

- Excellent oral and written communication skills are essential. (E)

- Approachable and professional manner with positive outlook. (E)

- Persuasive influencer with ability to strike rapport and exert strong negotiation. (E)

- Project Management skills - the ability and knowledge of internal tools to manage project progress, risks, issues and budgets to achieve TDM objectives. (E)

Experience

- Significant demonstrable experience of delivering results in both actual and virtual team structures through drive, collaboration and influence.(E)

- Experience of specifying and interpreting technical deliverables including modelling outputs, actual demand and performance data, and transport service plans. (E)

- Project Management experience (essential) and qualifications (desirable).

- Working within a large and complex organisation with a high customer service focus. (E)

- Balancing the needs of a number of key stakeholder groups. (E)

- Managing project delivery including development and management of project governance and processes. (E)

- Experience of tailoring communications for audiences, taking into consideration appropriate internal and external channels. (E)

- Experience of all Microsoft Office software including MS Project and Visio (Desirable).

Excellent benefits include

- 30 days holiday plus public and bank holidays

- Final salary pension scheme

- Free Tube travel and travel concessions including discounted Eurostar travel

- Performance related pay

- Private medical benefit

Additional Information

Please note that you must apply by using your CV and a covering letter. Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your CV reflects the requirements of the role.

If you are shortlisted you will be invited to take part in a face-to-face interview and other assessments

We will endeavour to give candidates as much notice as possible however some interviews/assessments will be organised at short notice and will require a degree of flexibility.

Closing date: Sunday 6th September 2015.

We aspire to be as diverse as the city we serve; we welcome applications from all sections of the community