Adam Steen Email & Phone Number

Edinburgh, Gb

Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

Developed multi-year strategy to convert digital ticketing from cost reduction project into core business growth driver by tapping into multi-billion £ market; strategy led to increased customer adoption of digital ticketing from 30% to > 70% within 18 months, generating 50% increase in sales growth rates in key marketsManaged multi-functional team (Product Owners, Marketing Leads, Data Analysts, Commercial Managers)Led internal technical project management including managing team members/stakeholders, troubleshooting, risk management, and creation of project documentation and staff briefing/training materialsIdentified untapped opportunity for digital ticketing to disrupt UK Railcards market worth £150m: gained C-level support to introduce customer option to purchase digitally-delivered railcards instead of in-person at stations Managed digital supplier of backend system for barcode ticketing security, including contract renegotiation, issue resolution, and commissioning new product development of their systemsInvolved in multiple product changes; led change requests to industry standards for barcode ticketingEstablished strong commercial relationships with 18 train operators/central rail bodies; led project meetings to roll-out barcode by working directly with respective Heads of Digital Projects/Heads of RetailRepresented Third Party Rail Retailers Association at regular B2B meetings with Rail Delivery Group (industry body) regarding multi-million £ National Barcode Ticketing ProgramDrove customer survey project with rail industry’s research teamPitched and introduced new governance model to Virgin Trains Chief Innovation Officer to provide more effective framework to choose projects which would best achieve their goal to sell every ticket digitallyEngaged with rail industry to gain access to competitive station advertising spaceInvolved in multi-channel campaigns: CRM, Out of Home (digital/static, bus sides, taxi seats), SEO, PPC tests, PR

Edinburgh, Scotland, United Kingdom

Recruited and managed team of 2 to support increase in speed of product delivery and establish digital ticketing as core business focus for driving business growthCoordinated Digital Ticketing adoption including OOH location-targeted media campaignDelivered product training to new Marketing team on barcode ticketing (including induction into UK Railway and its jargon as well as information about previously-successful marketing campaigns) Developed detailed UK rail market analysis to inform commercial business strategy and critical business decisionsPrepared and delivered departmental reports covering overall strategy and project progress in regular C-level meetings and monthly Board reviewsDesigned, launched, and analysed user surveys; presented findings to Chief Product OfficerInvolved in technical requirements gathering process in workshop settings

Edinburgh, Scotland, United Kingdom

Developed business understanding of wider commercial benefits of digital ticketing and impact on customer retail behaviours: analysed customer purchase patterns, average spend, customer acquisition growth in markets where barcode ticketing was introduced; embedded data and analytics at heart of decision-making processesAnalysed project deliverables against targets using statistical methodology; developed forecasting models from ground up to predict impact of specific barcode expansion projectsDelivered increase in digital ticketing train route coverage from 10% to 45%

Edinburgh, Scotland, United Kingdom

Oversaw delivery of several complex projects including key project requiring transfer of complex technical knowledge/processes from front line support team from London to Edinburgh in midst of department restructureLed projects to design/build Customer Service Agent management tools for 3 multinational BPO contact centresImplemented multiple process and system implementation initiatives that resulted in multi-million £ annual savings in operating costs by leveraging Six Sigma and Kanban process improvement methodologiesManaged project to analyse, identify, and reduce operational losses from discretionary reimbursement payments to customers; implemented and streamlined contact centre processesEnsured customer self-serve tools included in Minimum Viable Product (MVP) of digital product developmentConducted classroom training with employees in Edinburgh and India

Edinburgh, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom