Can you tell us a bit about your role at
I joined
I always start with the customer, and I want to make sure that we've got their voice in all of our decision making”
Which leads me onto my second priority, meeting and understanding the very people who make up our sector. From our drivers to political stakeholders, I've been blown away by how passionate and knowledgeable people in this industry are. I'm keen to get a cross section of different views to understand what's working, what isn't and where we can make impactful changes together.
It goes without saying that I've joined the public transport sector at a critical time. We're facing a lot of challenges – whether that's recovering from the COVID-19 pandemic, tackling the energy and cost-of-living crises or dealing with workforce shortages – but, with the right business models, continued collaboration across the sector and political support, I believe that we have a bright future.
What inspired you to seek a career in the transport industry?
I joined
Secondly, I see enormous growth potential in this industry.
And, finally, I saw joining
Has a career in transport changed your perception of the industry as a whole?
It's a hugely complex sector and working closely with others is key to success”
One of the things that has struck me most is how interconnected and multi-layered the industry is. There's a real need to work collaboratively with external stakeholders if we want to deliver a service that customers want and need. So, that could be things like working with transport agencies to understand highway issues, speaking to businesses to see if there are any key events that might affect our network, or working with local transport authorities to make sure that our service compliments the bigger transport picture. It's a hugely complex sector and working closely with others is key to success.
Another key learning is realising how much social responsibility we have. People rely on our services, and they are a genuine lifeline for many. We get people to work, school, hospital appointments and more. We connect communities by bringing people together or helping them to access groups or services which support them. If we make a change to one of our services – no matter how small it may seem – we can never underestimate how big of an impact it could have on the people who use it. It's a responsibility that I don't take lightly, and one which is always at the forefront of any decisions that I make.
What would be the top three highlights of your career in the industry to date?
In
I recently visited our operations in
Another highlight is seeing
Its been wonderful to see how our scheduled coach operations are helping to keep the country moving when rail hasn't been at its best. Our
What key pieces of advice would you give to someone who is interested in a career in transport?
My biggest advice would be to walk the talk. Put yourself in the shoes of the customer to truly understand their experience of using public transport services”
If you have a customer-centric mindset and want to work for a fast-paced and dynamic industry where you can genuinely make a difference, then transport will be for you.
My biggest advice would be to walk the talk. Put yourself in the shoes of the customer to truly understand their experience of using public transport services. Look at what went well, what didn't go well and where improvements can be made. Then use that knowledge to understand how you can play a part in making those improvements. Public transport is an industry built for people by people, so I think it's important to be people-focused if you want to make an impact.
If you've just started your career in transport and are looking to build it, I'd say grasp any opportunities that may come your way. As I've mentioned before, we're a complex industry, so there's always lots of projects, initiatives and trials taking place. If something piques your interest – even if it's not directly linked to your role – I'd say put yourself forward. It's a great way to learn more about the sector and the nuances that keep it running.
And, finally, I'd say get out there and meet the very people who use and deliver our services – it will be a real eye-opener. Its made me realise what a rewarding sector this is.
In an ideal world, what do you hope the future of public transport will look like?
I want people to view public transport as their first choice and not their second. I want them to view us as a sustainable, viable and affordable alternative to cars”
Ultimately, I want people to view public transport as their first choice and not their second. I want them to view us as a sustainable, viable and affordable alternative to cars, recognising the many benefits that we bring to the environment, health and economy. Also, I want people to view us as the future of transport for work and leisure purposes. Our cities and towns simply don't have the infrastructure to keep adding more cars to roads, so public transport is in an exciting position to solve this issue by easing congestion whilst still enabling people to travel easily in-and-out of major cities and towns.
The truth is, that future doesn't need to be far away, and if we make sure that our services remain reliable, consistent and have the customer at the heart of them, I believe that we'll achieve it. I'm excited by the challenge and look forward to getting stuck in.
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