Senior Director - Data Analytics and Digital Solutions (BU 5)

Role Summary:

Owns the strategic development and delivery of data-driven insights and digital solutions to enhance the transport customer experience. Responsible for leveraging data analytics, emerging technologies, and digital tools to support CX design and decision-making.

Key Responsibilities:

· Define and execute a digital roadmap for customer experience, including dashboards, APIs, and data products.

· Lead customer behaviors analysis, trend forecasting, and predictive modelling initiatives.

· Collaborate with IT, strategy, and planning to ensure alignment of data infrastructure with customer experience goals.

· Implement real-time feedback and performance tracking systems.

· Oversee the development of digital tools for journey planning, disruption management, and accessibility.

Behavioral Competencies:

· Data-Informed Decision-Making – Champions data integrity and insight-driven strategies to improve customer outcomes.

· Digital Curiosity – Demonstrates strong interest in emerging technologies, AI, and digital trends relevant to urban mobility.

· Collaboration and Influence – Builds cross-functional partnerships to deliver seamless digital solutions.

· Accountability – Holds self and team responsible for delivering measurable value through analytics and digital programs.

· Problem Solving – Approaches complex challenges with systems-thinking and structured reasoning.