Q&A with Efan Mutembo, Business Data Analyst at Worldline 

What did you study at university and what was your dream then?  

After A levels I went to Nottingham University to study engineering as I thought I could make a career of it. I had to do a foundation year recapping on what I’d already done, and it got me thinking ‘maybe this isn’t for me’. 

I looked around for financial maths vacancies not actually knowing what it entailed, but when I saw the Worldline apprenticeship on LinkedIn I was attracted by the business analysis element of it.  

At first, I thought it might be heavily finance-based, but in reality, it’s the complete opposite – it’s all about finding out a business’ tech requirements and translating them into technical and real-life stories. 

When did you realise a career in transport was a great decision? 

I love gathering information and working with data to gain insights that help solve problems. I’m a self-taught coder so essentially the team tell me what they need the data to do, and I try to turn it into reality. 

Using data to enhance processes and experiences for train planners and passengers is what makes the job great. It hit me when I went to a Network Rail conference shortly after I’d joined and we discussed ways of improving the rather old systems used to help freight managers manage their train stock – something called Yard Operations. making Yard Ops new and more relevant. We mapped out the user experience for planners and what they’d want it to look like, assessed core functionality and how we could use code to transform it. I came away thinking there’s a really big role to play here and now we’re making it real, which is very gratifying.

How have you found the apprenticeship so far? 

It’s been fantastic. I joined Worldline three years ago aged 19 on a Digital and Tech Solutions degree apprenticeship and from day one when I met the other apprentices from around the UK, it’s been great. 

When we started, we had talks, training days, task-based groups and ‘meet the manager’ sessions as well as a two-day team building exercise. There were people from all walks of life – former police and prison officers – so Worldline is clearly seeking a diverse workforce which is good. 

I spend a module day a week at university and have two years left on my apprenticeship, but I’ve already learnt so much in a really supportive environment. 

How has Worldline helped you grow? 

When I thought about leaving uni for an apprenticeship, I feared it might be a backwards step. In reality, it’s been a defining moment in my career. 

I’ve learnt soft skills such as how to operate in a professional environment, partnership working and aligned online courses with tech firms. Also, how to narrow down ideas through brainstorming sessions with other areas of the business. 

All of that plus the fact I’m allowed to develop my own interests in data and coding outside work means my confidence has grown to the extent I feel I can have valued input into how we move forward. 

What’s coming down the track in AI and chatbot development? 

There remains an element of fear around AI in our sector, but I believe the perfect solution is a blend of AI and human process with both complementing each other to make lives easier. 

If AI can automate a process that bogs down half the time of support staff and well prompted chatbots can answer 20% of basic questions, it will free people to focus on the essential customer-interaction side of things.  

Worldline is currently working on a chatbot for Integrale. The development is done, and we’ll be taking it to market soon. 

How have you made a difference to Worldline’s offering? 

As well as hopefully getting departments to think differently about data and AI, I’ve developed a dashboard that can compare two systems.  

I’ve worked on the Operational Research Computerised Allocation of Tickets and Services (ORCATS) system to see how revenue could be better split to take actual tickets sold into account. 

It’s around half a century old but applying AI and data-led thinking to it will help give us a clearer understanding of real demand and true ticket sales rather than a notional approach.  

We’ve shown our solution to the Department of Transport, and we feel it could be a game-changer. 

What things will become reality in the next 10 years in rail? 

I think we’ll see the launch of one ticket that gets passengers from one end of the country to another, an AI employee in every business and potentially a four-day working week as AI starts to save 20% of our time. 

By 2075 it’s anyone’s guess where we will be. Who saw Google and Netflix coming? One thing is certain though – AI has the potential to change things at a pace we’ve never experienced before, so we need to be controlling that change. 

Has your view of rail transport and mobility changed since you joined Worldline? 

The systems rail relies on are very old and archaic and use often outdated technology, so the time to embrace the potential is now as AI forces people to look at new ways of doing things internally and externally. 

The tools that AI can produce alongside data we grow could help us create more systems that will make planners’ lives easier and passengers more informed by finding journeys, splitting tickets and accessing cheaper travel. 

Sell the idea of working for Worldline to your 18-year-old self? 

I’d tell him… 

“You will be getting into rooms where none of your peers can. You’ll grow in competence and confidence and will develop actual hard skills and soft ones that will benefit you as a person. 

You’ll gain an understanding of rail and transport systems that as a passenger you didn’t know existed or just took for granted. 

There are a lot of complex problems in rail that might scare you at first. Don’t be scared because there’s no better industry to jump in at the deep end and swim. Above all, always remember you have the potential to change people’s lives.” 

In rail’s 200th year, what does it feel like to be contributing to this next chapter? 

A rail network that leans on data and AI to provide the best possible experience for the end user has a huge role to play in the UK economy in terms of work, education, families and construction. 

All of those and the nation as a whole, could benefit from the revolutionary potential of the rail industry if we pull the AI lever.  

There are lots of opportunities to replace old systems so it’s going to be a very big jump and a good chance for people with fresh ideas to come in and make that happen.