When did you join Women in Transport?
2023
Why did you join Women in Transport?
I'd admired and engaged with a lot of work that Women in Transport for a while but the opportunity to become an advanced mentor was what spurred me on to join.
What do you enjoy most about being part of Women in Transport?
I enjoy being part of and represented by a community that sees that value that women bring to the transport industry and continually supports and pursues the agenda of women in the industry.
Current job title
Head of Customer Strategy
What does your current job involve?
My role is to raise the profile of customers in our decision making, making sure that no matter how big or small the decision the customer is never far from mind. Helping everyone at all levels of our business access insights that help them better understand customers; their needs, behaviours, motivations and barriers to travelling by bus; leading them to unearth opportunities for improvement. To support the development of strategies and evaluation of tactics to make sure the things we're trying actually better meet customer needs, leading to better outcoes and ultimately help more people use the bus, more often, continuing to connect communities to the people and places that matter most.
What's the best thing about your job?
People-without a doubt it's all about people for me. I'm a natural studier of human behaviour-why do we do what we do? Working in transport means that what I do in my job impacts people literally from birth to death and there aren't many jobs with that reach! My job means that I get to enjoy interactions with customers, stakeholders and colleagues from diverse backgrounds and there is always something new to learn along the way. I love being able to understand what matters to people and then use that knowledge to help them-whether that's solving a customer problem, using that insight to influence a tricky stakeholder to make the right decision or watching a collegue learn and develop because we've found what matters to them and helped it "click".
How did you become involved in the transport industry?
I fell into it really....I, like a lot of people had worked in a part-time admin role while studying...that role was at Stagecoach, I learned a bit about how it all worked then, was interested in the impact that bus could have and I liked how direct and no-nonsense it was. A few years later, after some time in recruitment and sales roles an opportunity to return to Stagecoach came up and the rest as they say is history!
What do you like about working in transport?
Genuinely as I've already mentioned it's the people generally but specifically it's the impact that transport has on everyone's lives daily. The opportunities that being connected by public transport mean for people, the richness it offers to peoples lives and the overall contribution to a thriving society. I also love how down to earth the people who work in transport are-that no nonsense approach to operational delivery still exists balanced with a passion for what we do and why we do it!
What are you most proud of?
Truly the position that customer now has in our business and industry, that their voice is heard and the experience is improving for them. Obviously this isn't an individual proud moment-it's collective; many people, over many years-lots of hard work; leading from the front, a small number of voices representing customers, focussing on those marginal gains until slowly but surely the voice of the customer is heard, there is still a way to go but we can't underestimate the progress that's been made. My team and I receive more new requests for data, insight for help to understand customers problems and how to solve them by the day! I'm proud of the small part I've played in making that happen!
Annual membership of Women in Transport is £60 per year providing access to professional development and networking opportunities. We very much welcome guest blogs from our members - a great way to share the incredible diversity of opportunity in transport, raise your profile and connect with our community. Join us today.
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