CONCESSION EXTENSION
&
CE STRATEGY
Welcome to our new Customer Experience Strategy — a roadmap that will guide us to deliver exceptional experiences to every customer, every time, taking us through to the end of the ARL concession in April 2026. In this rapidly evolving landscape, our ability to delight and exceed customer expectations is more crucial than ever.
You, our frontline team members, are the heart and soul of our customer interactions. This strategy is crafted with you in mind, as you play a pivotal role in our success.
Charlotte Whitfield
Customer Experience Director
Strategic Themes
All five departments in the directorate: Station, Revenue Protection and Security, Customer Proposition, Infrastructure Projects and Facilities Management and Relationships, are passionate about delivering the CX vision through the agreed strategic themes which are:
1. Engaged and Empowered Colleagues
2. Safe and Secure Environment for All
3. Customer Centric Decision Making
4. Innovative and Flexible for the Future
Your Role in Our Success
You are the face of our company. It’s your interactions with customers which define their perceptions and experiences of the overground. This strategy is not just a directive; it’s an invitation for you to be a part of something bigger. Your enthusiasm, creativity, and commitment are what will bring this strategy to life. Together, we will create an environment where customers feel valued and employees feel empowered.
Thank you for your hard work, your passion, and your commitment to excellence. Together, we will make extraordinary customer experiences the hallmark of our brand.
Why This Strategy Matters
What sets us apart is not just our service, but the unique and memorable experiences we create for our customers. Each interaction is an opportunity to make a lasting impression. This strategy tells you more about the planned activities we have to help us support you in delivering for our customers.
Our Vision for Customer Experience
Our vision is to be a leader in customer experience. We aim to foster a culture where customers feels valued and appreciated. By embracing this strategy, you are contributing to a legacy of excellence that will drive our organisation forward.
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