Insider profil
Top Insider Advice
I believe you should be in a job that that plays to your strengths, that leaves you feeling energised and fulfilled at the end of the day. Not everyday can feel like this due to challenges/set backs which may occur but on the whole it should make you feel like you are playing to your strengths. Don't be too fixed or rigid on career moves/next steps. I have never known what I wanted to do, opportunities have come along at the right time. Be open minded, brave and make a leap - you never know what this opens up for you.... I think every opportunity leads to something that can help you further cement your thinking about what is "you". Building relationships is key in any role and can help you to unlock doors and smooth the way.
Career path
Head of Customer Experience, Services
Alstom EMEA
Started 07/2020 to PresentGeneral Manager
Virgin Train/Avanti West Coast
From 04/2018 to 07/2020Customer Experience Manager - Liverpool, Holyhead & Manchester
Virgin Trains
From 06/2015 to 04/2018Company
What do you like about your job and the company?
As I work with multiple customers I get the privilege of working with different people, Alstom teams across the network and different suppliers. I can to experience a lot of variety in my role, building relationships, skills, experience and best practice - keeps me very busy. I also love the variety of travel and locations - although my office/base is at Longsight, Manchester - I travel up and down the WC network to various meetings/workshops/audits etc. I love understanding the various challenges our customers have and thinking about how we can support/help them. The railway as a whole is moving/changing at the moment - which can make it tricky to deliver and operate under so its understanding how you navigate through this and deliver the best you can.
Greatest achievements
When I worked for Virgin Trains we had a business aspiration to achieve NAS to 50 (net advocacy score). The benchmark set was seen as the target for all "recognised" customer service businesses to be operating at which would deliver a great CX for the customer. The customers actually completed a survey to score us out of 10 on how much they would recommend us to a friend/family member....so it was real and truthful with follow up questions to understand more around the experience. I am delighted to say that on my Liverpool route we scored 50 on 2 different occasions - we were the only route to achieve this score. This a team effort - everyone working together - fleet to deliver the trains, teams delivering excellent customer experience, F&B team delivering Food & drink to the trains and the cleaners keeping the environment clean. We ensured we Reward and recognised all the frontline teams for their delivery - I was so proud!
Marion W
Top Insider Advice
Your job will be far more interesting and motivating if people put their trust in you! For that, showing that you are willing to learn and go beyond the description of your job position is key ! Work is not your life but it is a big portion of your week: better to enjoy it every day !
Lovise B
Top Insider Advice
Tailor Your Resume: Customize your resume for each application. Highlight experiences and skills that align with the job description to make your application stand out. Research the Company: Understanding the company's values, culture, and recent developments can help you articulate why you’re a great fit during interviews. Network Actively: Leverage LinkedIn and professional networks to connect with industry professionals. Networking can open doors to opportunities you may not find through traditional job searches. Prepare for Interviews: Take the time to practice for skill-based interviews by reviewing common interview questions related to the skills required for the position. Prepare specific examples that showcase your skills and achievements, demonstrating how you have successfully applied them in previous roles. This preparation will boost your confidence and help you articulate your value effectively during the interview. Stay Positive: Job searching can be challenging. Maintain a positive mindset, and don't be discouraged by setbacks; each experience is a learning opportunity.
Fabrizio V
Project Manager
Top Insider Advice
Your knowledge and your skills are not only what you learnt at school or your previous job, but it is the mix all the experiences you've had. Therefore be curious on the world around you, and catch what helps you to grow and develop as real person. Be honest and show how you really are, and prompt and flexible adapting to the situation, but also staying tuned on your values.