I worked as an Onboard Manager for 21 years for a well known Airline. During this time, delivering multiple services 6 miles high, I lead a team of up to 18 colleagues to deliver an energetic customer experience to the highest of standards. During the years I learnt to work & adapt sometimes under difficult time bound circumstances, but all with a common goal, the customer's experience. Having been at the forefront of the customer journey for over 23 years now, I’ve developed, utilised my skills and are highly driven to make a difference within organisations and most importantly the customer’s travel experience. Since joining Lumo in March 2021, some eight months before the start of their live operation on 25th October 2021. I was tasked with joint recruitment, sourcing, leading & project manage, the specification set up, introduction and delivery of the customer experience elements to bring to life the day-to-day operation.

My role of Customer & Stakeholder Engagement Manager allows me to lead & coordinate outside stakeholders to make sure the onboard crew have the tools to make a difference for those onboard. It allows me to take a step back & oversee the whole customer experience, enhance where's needed & delivery what is expected for the customers comfort & safety during their travel experience. I work closely with all colleagues with the operational side as well as the most import area, customer communications. This allows me to see the bigger picture & the full experience from start to finish. While no one is perfect, I also receive customer complaint reports, giving me the opportunity to rectify any experiences appropriately & efficiently within regulatory body guidelines- & requirements.

Using an energetic approach to customer excellence, I continually seek fresh opportunities to solve problems and innovate by using and embracing new technology including digital solutions to enhance customer experience and safety; recognising that it is the little things we do that can make a difference. I enjoy being the face of the company and champion all Brand Values, aiding the Customer Experience teams to deliver a first-class service to all and be the best they can be. This mind is taken to everyday decision-making processes to aid in the success of a Travel Operation. Auditing the delivery of the promises and commitments set out within our Customer Experience policies, I seek opportunities to innovate and delight the customer throughout our customer touchpoints by leading or participating in work improvement teams, our One Team approach and rail community initiatives. My role allows me to support colleagues with the knowledge needed to fulfil the travel experience, make those necessary adjustments & communciate to customers effectively during times of industry disruption.

My role enables me to champion the voice of the customer and lead the business in the delivery of the customer proposition through a high-profile, visible management style. I work collaboratively with a can-do attitude, always seeking opportunities to enhance the stakeholder experience, promoting the reputation of our Lumo business with our customers, stakeholders & partners, so that our customers can ‘Travel Safe & Well”. Health and Safety play an essential element to every activity and play an integral part of all thought processes. I adhere to strict rules and guidelines, always work with policies and procedures to ensure customers and colleagues travel well fulfilling their expectations. I strive to complete all activities in a timely manner, utilise and develop new skills whilst being punctual and working collaboratively with all colleagues within the team.