Rebecca Grier

Customer Strategy Executive at East West Railway Company
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Contact Information
us****@****om
(386) 825-5501
Location
Greater Coventry Area, UK

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5.0

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Kerri Ricketts

I had the pleasure of working with Rebecca on a complex customer experience project that needed clear definition and complex stakeholder management. Rebecca joined at a challenging time but keep things on track and provided great support and structure to a complex programme of works. Rebecca is also a pleasure to wilt with and quickly build relationships snd managed stakeholders well. I have no hesitation in recommending Rebecca.

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Credentials

  • PRINCE2 Practioner
    AXELOS Global Best Practice
    Sep, 2017
    - Nov, 2024

Experience

  • East West Railway Company
    • United Kingdom
    • Truck Transportation
    • 100 - 200 Employee
    • Customer Strategy Executive
      • Mar 2021 - Present

      Leading projects to define the customer strategy and proposition for a new innovative approach to rail travel. Managing multiple work streams for station design working across the business with design, delivery and engineering teams to ensure that the customer vision, journey and its requirements are fully considered and incorporated at the earliest possible stage in scheme development. Leading the customer perspective to review and improve services and operations strategies as they are defined. Show less

  • London North Eastern Railway
    • United Kingdom
    • Truck Transportation
    • 700 & Above Employee
    • Regional Customer Experience Manager
      • Nov 2018 - Apr 2019

      Lead for customer experience across multiple roles c 500 people and delivery at four key stations including London Kings Cross (accounting for over 60% of all LNER c21 million journeys pa) in readiness for the revolution of new values and the launch of Azuma trains. KPIs growing catering revenue, improving customer satisfaction. Lead for customer experience across multiple roles c 500 people and delivery at four key stations including London Kings Cross (accounting for over 60% of all LNER c21 million journeys pa) in readiness for the revolution of new values and the launch of Azuma trains. KPIs growing catering revenue, improving customer satisfaction.

  • GTR (Govia Thameslink Railway)
    • United Kingdom
    • Rail Transportation
    • 700 & Above Employee
    • Customer Experience Programme Manager (6 month contract)
      • Apr 2018 - Oct 2018

      Programme manager for the strategic development of a cross functional targeted approach to improve NRPS scores for GTR across 4 businesses (Southern, Thameslink, Gatwick Express and Great Northern). Responsible for securing business investment and ensuring buy in to deliver projects to deliver a programme of improvements mitigating a multimillion pound financial risk. Programme manager for the strategic development of a cross functional targeted approach to improve NRPS scores for GTR across 4 businesses (Southern, Thameslink, Gatwick Express and Great Northern). Responsible for securing business investment and ensuring buy in to deliver projects to deliver a programme of improvements mitigating a multimillion pound financial risk.

  • SLC Rail
    • United Kingdom
    • Transportation/Trucking/Railroad
    • 1 - 100 Employee
    • Rail Development Project Manager (Contract)
      • Sep 2017 - Apr 2018

      Project manager supporting rail infrastructure and station development schemes across the UK. Partnering with local authorities to deliver regional transport masterplans. Responsible for stakeholder management and supporting schemes through Network Rail GRIP stage process in a timely manner to budget and stakeholder management. Project manager supporting rail infrastructure and station development schemes across the UK. Partnering with local authorities to deliver regional transport masterplans. Responsible for stakeholder management and supporting schemes through Network Rail GRIP stage process in a timely manner to budget and stakeholder management.

  • CrossCountry Trains
    • United Kingdom
    • Truck Transportation
    • 300 - 400 Employee
    • Head of Business Support
      • Nov 2007 - Jun 2017

      A senior manager responsible for a broad and varied remit of functions including Station Contracts, Customer Relations, Property, Training, Business Improvement and Project Management with Network Rail including lead responsibility for Arriva for Birmingham Gateway Scheme. Line management responsibility for multi site centres with circa 400 people. National responsibility for industrial relations with the RMT Train Manager Company Council. A senior manager responsible for a broad and varied remit of functions including Station Contracts, Customer Relations, Property, Training, Business Improvement and Project Management with Network Rail including lead responsibility for Arriva for Birmingham Gateway Scheme. Line management responsibility for multi site centres with circa 400 people. National responsibility for industrial relations with the RMT Train Manager Company Council.

  • Virgin Trains Ticketing
    • Travel Arrangements
    • 300 - 400 Employee
    • Franchise Bid Team
      • Jan 2006 - Nov 2007

      A key member of the bid team leading the Customer Service element of the accreditation questionnaire and a lead in creating the final customer service plans submitted in the bid document. A key member of the bid team leading the Customer Service element of the accreditation questionnaire and a lead in creating the final customer service plans submitted in the bid document.

  • Virgin Rail Group
    • Midlands
    • Project Interface Manager
      • Sep 2004 - Jan 2006

      Working to investigate and propose customer enhancing, cost saving innovative solutions with Bombardier Transportation. Working to investigate and propose customer enhancing, cost saving innovative solutions with Bombardier Transportation.

  • Virgin Trains Ticketing
    • Travel Arrangements
    • 300 - 400 Employee
    • Area Customer Service Manager
      • Jan 2004 - Sep 2004

      Responsible for the management of multi site train crew centres meeting safety, operational and customer service requirements. Led the strategy and implementation of Avantix for Virgin CrossCountry. Selected for project work with Virgin Rail Group.

    • Customer Service Manager / Train Manager
      • Jan 1996 - Jan 2004

      Managing frontline train crew responsible for all safety compliance and performance at Reading centre. Motivating people to deliver great customer service at all times. Train Manager role Mar 1996 to Aug 1999.

Education

  • The Open University
    Master of Business Administration (MBA)
    2005 - 2013
  • The Open University
    Diploma in Management, including Finance
  • The Open University
    Professional Certificate in Management
  • Sir John Leman High School
    1984 - 1990

Community

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