Experience

DWC - creative customer journey solutions

• United Kingdom
• Truck Transportation
• 1 - 100 Employee

• CX and Communications Specialist

  • 2020 - Present

  Drawing from over 25 years’ strategic and operational experience in marketing, communications, innovation and customer experience, I work with companies to help them improve connections with customers, staff, potential clients and investors, whilst keeping budgets under control. I can assist with a range of assignments, from developing customer strategies and business plans through to discrete communication projects, including reviewing, editing or writing bid submissions. Recent projects have included: - Review and development of product road maps for tech startups in rail sector - Authoring/review of successful bid submissions for major UAE/UK transport contracts - Copywriting/editing of internal and external communications (including award submissions) - Ghost writing and editing of white papers and thought leadership articles - Competitor analysis and mystery shopping - Developing Demand Responsive Transport proposals for major transport Group - Customer journey audit and business development plan for High Street retailer



Big Foot Communications

• United Kingdom
• Public Relations and Communications Services

• Director

  • May 2022 - Present



West Midlands Trains

• United Kingdom
• Truck Transportation
• 400 - 500 Employee

• Head of Customer Experience Strategy and Innovation

  • 2018 - 2020

  Pivotal role in the new franchise to develop an industry-leading customer experience and innovation strategy, and embedding it into the London Northwestern and West Midlands Railway brands. Responsible for specifying the onboard, on station and online experience, working with passengers, key partners and across the business to deliver a step change in quality throughout the customer journey. Also involved in the development of cultural change and training programmes to help colleagues deliver exceptional customer service, as well as leading the Service Quality, Customer Relations, Insight and Social Media teams.



The Go-Ahead Group

• United Kingdom
• Urban Transit Services
• 300 - 400 Employee

• Head of Customer Experience - business development / franchise bid teams (secondment)

  • 2016 - 2017

  Responsible for identifying ways to enhance the customer experience in Go-Ahead's rail and bus divisions in the UK and Europe. Also involved in identifying commercial and marketing best practice. Customer Experience workstream lead for Govia's West Midlands franchise bid (as well as key contributor to other sections, including service development, technology, fleet, commercial and marketing strategy).

• Head of Route (London Midland)

  • 2014 - 2017

  Strategic commercial/operations role accountable for improving customer experience and reputation on designated interurban and commuter routes across the Midlands and North West. Responsible for delivering improved customer satisfaction and punctuality results through internal/external matrix management structure, and for developing relationships with key stakeholders including Network Rail, Transport for West Midlands, local authorities, rail partnerships and rail user groups.

• Head of Marketing - franchise bid team (secondment)

  • 2015 - 2016

  Accountable for developing the marketing and branding strategy within the Govia's Northern franchise bid. Also provided input to help shape the Franchise Management, Train Service, Revenue and Customer Experience delivery plans. Northern is currently the largest UK rail franchise, running more trains than any other operator, covering 20% of the National Rail network and serving 28% of England's population.

• Head of Marketing / Deputy to Commercial Director (London Midland)

  • 2008 - 2014

  Responsible for developing marketing and digital strategy, delivering the marketing plan and rolling out the brand internally and externally. Also in charge of social media strategy (including the award-winning @LondonMidland Twitter account), external communications, driving revenue from special events, product/network development and market research. During 2013, took over responsibility for the 20-strong customer relations team, helping to improve the speed and quality of responses, as well as opening up new channels to engage with our customers via social media, and improving the efficiency of smartphone and web-based compensation-claiming tools. Also deputised for Commercial Director from 2012.Awarded Marketing Campaign of the Year at the 2009, 2010, 2011 & 2012 Rail Business Awards and the Putting Passengers First Award at the 2011 & 2012 National Rail Awards. Also nominated for UK Rail Manager of the Year at the 2011 Rail Staff Awards.



Chiltern Railways

• Transportation/Trucking/Railroad
• 300 - 400 Employee

• Strategic Marketing Planning Manager

  • 2006 - 2008

  Responsible for the development of the company's marketing strategy and marketing plan as well as specific areas including E- and M-ticketing, website development, online retailing, market research and CRM. Website won Best Travel Website Award 2007.

• Head of Marketing and Communications

  • 2003 - 2006

  Working with a small internal team and external agencies, headed up the Marketing and PR department, with responsibility for developing and implementing marketing, media, PR and crisis communication plans, and managing online/telesales contracts. Also managed all passenger and media communications during a 6 week block of the line through Gerrards Cross following the collapse of a railway tunnel.



Stagecoach Bus

• Truck Transportation
• 700 & Above Employee

• PR, Communications & Marketing Manager (Oxfordshire, Warwickshire & Oxford Tube)

  • 1997 - 2003

  Responsible for developing and implementing marketing strategy and marketing plan, including all PR and external communications. Also involved in contract negotiations, tender submissions, fares and ticketing and network development issues. Seconded to various Group level projects including national information project, rebranding of Stagecoach UK Bus, and launch of Megabus. Responsible for developing and implementing marketing strategy and marketing plan, including all PR and external communications. Also involved in contract negotiations, tender submissions, fares and ticketing and network development issues. Seconded to various Group level projects including national information project, rebranding of Stagecoach UK Bus, and launch of Megabus.



Transit Holdings Limited

• Executive Assistant to the Chairman / Managing Director (Thames Transit/Oxford Tube)

  • 1996 - 1997

  Responsible for representing Thames Transit at local industry forums and business groups, as well as assisting with Chairman and Managing Director's correspondence. Role developed to include development of customer service policy, media relations and network development / promotion. Incorporated duties of Quality Manager in 1997, leading to retention of Investors in People and ISO9002 status.

• Planning Officer

  • 1995 - 1996

  Graduate recruit initially involved with bus timetabling and rostering of buses/drivers for Transit Australia operations in Noosa, Rockhampton, Cairns and Gold Coast. Subsequently became more involved with tendering for bus networks in Perth (Australia) and London (UK) before transfer to Thames Transit/Oxford Tube in Oxford.