London, England, United Kingdom
Responsible for customer Information, customer support and accessibility.
Responsible for the daily operation of National Rail Enquiries
Responsible for the buying experience of customers across the customer journey. This includes the strategy and direction for fares & ticketing across the network and our relationship and interaction with key schemes like London, Transport for the North and regional schemes.
Reporting directly to the CEO I am responsible for the strategy, development and operation of all of our self-service channels. From having the busiest phone number In the UK taking over 60m calls a year, we have successfully migrated over 95% of our contacts to the online channels, whilst maintaining double digit growth. Our customer base has grown to over 12m customers, whilst our costs continue to reduce as a result of our continued shift towards self-service. Our website is amongst the busiest in the UK and is the number 1 most visited site in travel & transport. Central to our strategy is providing white label products and webservices, as a result we now provide over 250 services to the Train Companies and commercial enterprises. We have created a number of new channels, including one of the highest grossing and most popular iPhone applications. We have won national awards for the website, voice recognition system and the iPhone in the last two years
Responsible for the strategy and operation of all the direct sales channels
Director and company chairman for a joint venture company specialising in developing retail software for the rail industry