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.

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!