Experience

Lost Group

• United Kingdom
• Technology, Information and Media
• 1 - 100 Employee

• Founder

  • Mar 2023 - Present

  Lost Group is a new executive search and selection company for the transport industry, that harnesses technology with experience. Lost Group is a new executive search and selection company for the transport industry, that harnesses technology with experience.



AJW Experience Group Limited

• Co-Founder & Managing Director

  • Oct 2022 - Present

  AJW Experience Group provides a range of bespoke products and services, predominantly for the transport sector. Launching in 2022, we will be focusing initially on our business unit to promote and drive customer satisfaction and growth across scenic transport routes. A series of further products and services will be launched during late 2022 and 2023 across a range of specialisms. AJW Experience Group provides a range of bespoke products and services, predominantly for the transport sector. Launching in 2022, we will be focusing initially on our business unit to promote and drive customer satisfaction and growth across scenic transport routes. A series of further products and services will be launched during late 2022 and 2023 across a range of specialisms.



Network Rail

• United Kingdom
• Rail Transportation
• 700 & Above Employee

• Non-Executive Chair, Grand Rail Collaboration & Network Rail Supervisory Board, West Midlands

  • Apr 2020 - Present

  Non-Executive director for Network Rail accountable for independently chairing the Grand Rail Collaboration which is a partnership represented by train operators and key stakeholders with the aim of improving the quality of rail services for customers and freight users across the West Midlands. This role also represents the West Midlands Supervisory Board for Network Rail. Non-Executive director for Network Rail accountable for independently chairing the Grand Rail Collaboration which is a partnership represented by train operators and key stakeholders with the aim of improving the quality of rail services for customers and freight users across the West Midlands. This role also represents the West Midlands Supervisory Board for Network Rail.



Surrey FA

• United Kingdom
• Spectator Sports
• 1 - 100 Employee

• Chair, Surrey F.A.

  • Jan 2022 - Oct 2023

  Responsible for the leadership of the Board of Directors. Surrey F.A. is a registered charity and one of the leading county football associations. We are one of 47 county F.A’s and part-funded by The F.A. We invest £1.3m a year in governing, developing and supporting grassroots football (everything underneath the professional game). We support over 60,000 registered players, 700 clubs and nearly 4,000 teams within 18 affiliated adult, youth, women’s and disability leagues. Our workforce comprises 28 members of staff, 4,000 coaches and 1,000 matches officials alongside thousands of dedicated volunteers in clubs, teams and our league network. Show less



Tracsis Rail Operations

• United Kingdom
• Software Development
• 1 - 100 Employee

• Managing Director, Tracsis Transport Consultancy

  • Mar 2021 - Nov 2022

  Led a brand new consultancy that incorporated Tracsis' existing rail consultancy and Transport Passenger Analytics business, as well as Flash Forward Consulting, following its acquisition by Tracsis in early 2021. Led a brand new consultancy that incorporated Tracsis' existing rail consultancy and Transport Passenger Analytics business, as well as Flash Forward Consulting, following its acquisition by Tracsis in early 2021.



Flash Forward Consulting Ltd - transport and logistics consultancy business

• London

• Chief Executive Flash Forward Consulting

  • Feb 2012 - Aug 2021

  Having founded Flash Forward Consulting, we have supported almost every rail and bus operator in the UK and many overseas, as well as in the coach, taxi and aviation sectors. We have helped central and local government agencies, consumer bodies, consultancies, regulators and suppliers to public transport. In 2020, we launched Flash Delivery, our courier brand, providing logistics solutions for businesses and also incorporating our logistics consultancy practice. I have played key roles in leading assignments, that have included determining the future transport strategies of global plc companies, led elements of bus and rail bidding in UK and internationally, creating customer service and marketing strategic plans and policies, as well as overseen safety, commercial, operations and customer satisfaction programmes. I have also been the author of many market reviews/evaluation on a pan-sector, global basis. At Flash Forward, we undertake key services including:- - Executive recruitment (up to and including CEO and non-exec level) - Interim management - "Task and Finish" consultancy - Thought Leadership - columnists for trade press magazine, informing policy, conferencing, podcasts - Customer Experience Health Assessments, programme management, mystery shopping - Market reviews and research - Human Resources advice and support, including Diversity & Inclusion Assessments - Training, coaching and mentoring - Organisational design - Due diligence on companies - Operations, engineering, safety, stakeholder communications, business development, including bids and tenders Show less



Royal Mail

• United Kingdom
• Freight and Package Transportation
• 700 & Above Employee

• Managing Director, Royal Mail Specialist Services

  • Mar 2011 - Feb 2019

  Managing Director of 2 subsidiary companies of Royal Mail Group - Royal Mail Relay and Royal Mail Sameday. At Royal Mail Relay, we provide bespoke, secure and timely logistics solutions to a range of companies in the financial, retail and government sectors, as well as distributing parts for engineers nationwide. With depots and employees across the UK as well as access to Royal Mail's unbeatable delivery office network based in every town and almost every village, we've an unrivalled reach. Our Courier business is one of the most respected and renowned in its sector, with clients ranging from household names to SMEs and individual customers. Previously, Regional Operations Director for Wales & Borders Region, accountable for 130 Delivery Offices, 4 Mail Centres, 10,000 employees, including 500 managers and a Board of Directors. Show less



Mytime Active

• United Kingdom
• Wellness and Fitness Services
• 200 - 300 Employee

• Non-Executive Director

  • Mar 2004 - Jul 2011

  Non-executive director of large organisation, accountable for the provision of all leisures services and facilities for Bromley Council as well as several other local authorities across UK. Joined the Board at its inception in March 2004 and helped play a part in its significant growth into a £25m turnover business covering a large geographical area and winning major, multi-faceted contracts. Non-executive director of large organisation, accountable for the provision of all leisures services and facilities for Bromley Council as well as several other local authorities across UK. Joined the Board at its inception in March 2004 and helped play a part in its significant growth into a £25m turnover business covering a large geographical area and winning major, multi-faceted contracts.



FirstGroup plc

• United Kingdom
• Truck Transportation
• 700 & Above Employee

• Managing Director, Greyhound UK Ltd & Business Director, First UK Bus

  • Feb 2008 - Feb 2011

  Conceived, created, mobilised and accountable for Greyhound UK Ltd - a subsidiary of First Group plc and sister company to the iconic Greyhound USA brand. Combined with role of Business Director, First UK Bus, responsible for providing customer service, commercial and operational performance improvement programmes for subsidiary companies, reporting to the Chief Operating Officer. Conceived, created, mobilised and accountable for Greyhound UK Ltd - a subsidiary of First Group plc and sister company to the iconic Greyhound USA brand. Combined with role of Business Director, First UK Bus, responsible for providing customer service, commercial and operational performance improvement programmes for subsidiary companies, reporting to the Chief Operating Officer.



Midland Mainline Ltd

• Customer Services Director, National Express Group

  • Mar 2006 - Feb 2008

  Accountable for Midland Mainline stations, on-board teams and customer service function. Created and implemented Customer Services Strategy. Accountable for Midland Mainline stations, on-board teams and customer service function. Created and implemented Customer Services Strategy.



National Rail Enquiries

• United Kingdom
• Truck Transportation
• 1 - 100 Employee

• Non-Executive Director

  • Sep 2006 - Nov 2007

  National Express Group's representative as a statutory director of National Rail Enquiries. National Express Group's representative as a statutory director of National Rail Enquiries.



South Eastern Trains

• Retail Director

  • Mar 2004 - Apr 2006

  Joined South Eastern Trains as one of the directors brought into turnaround the franchise under government ownership following Connex's removal by my former employers, the Strategic Rail Authority and prior to handover back to the private sector. Accountable for all 200 railway stations within the franchise, as well as major projects, conductors, revenue protection, contracts, catering, maintenance and retail training departments. Accountable for a team of 2,800 employees, including 150 managers. Show less



Stansted Express

• Route Director

  • Jan 2003 - Mar 2004

  Full P and L accountability for the Stansted Express railway business - £60m turnover. Full P and L accountability for the Stansted Express railway business - £60m turnover.



South Central Trains

• Retail Manager

  • Mar 2001 - Jan 2003

  Managed 96 stations across London, Surrey and East Sussex and revenue protection functions. Accountable for a management team of 35 and 700 frontline employees. Combined with role of Franchise Compliance Manager for a period. Accountable for customer service and commercial elements of transition/handover from Connex to new franchise owners. Managed 96 stations across London, Surrey and East Sussex and revenue protection functions. Accountable for a management team of 35 and 700 frontline employees. Combined with role of Franchise Compliance Manager for a period. Accountable for customer service and commercial elements of transition/handover from Connex to new franchise owners.



Strategic Rail Authority

• Franchise Manager

  • Jan 2000 - Mar 2001

  - Project managed the migration from the first post-privatisation franchise set-up to a new franchise composition, planning and facilitating the separation and merger of various train companies. - Key role on the franchise bid evaluation teams. - Planned and implemented arrangements for the management of train companies during the last 12 months of their franchise term. - Project managed the migration from the first post-privatisation franchise set-up to a new franchise composition, planning and facilitating the separation and merger of various train companies. - Key role on the franchise bid evaluation teams. - Planned and implemented arrangements for the management of train companies during the last 12 months of their franchise term.



British Airways

• United Kingdom
• Airlines and Aviation
• 700 & Above Employee

• UK and Ireland Customer Relations Manager

  • 1997 - 2000

  - Created and was accountable for British Airways' Customer Relations Strategy for UK and Ireland. - Managed call centres and 350 teams - Accountable for team of executive assistants to the Board of British Airways - Deployed pro-active procedures and arrangements for recovery custmer satisfaction during times of disruption. - Contract managed call centres in India. - Created and was accountable for British Airways' Customer Relations Strategy for UK and Ireland. - Managed call centres and 350 teams - Accountable for team of executive assistants to the Board of British Airways - Deployed pro-active procedures and arrangements for recovery custmer satisfaction during times of disruption. - Contract managed call centres in India.



London Underground Ltd

• Various management positions

  • Jun 1993 - Oct 1997

  1996/7 - Customer Services Manager, District line - accountable for line-based marketing and commercial strategy, Revenue Protection function, business analysis, stations training and Customer Relations departments, as well as developing and implementing the District line's Customer Services Strategy. 1994-1996 - Operations Manager roles - accountable for Jubilee and East London lines stations as well as co-ordinating incident response within BTP Control Centre. 1993/4 - Accountable for Northern line's Customer Relations function. Show less