Train operator Northern Rail is changing its director team to give a sharper focus to performance and customer service.
The changes will ensure Northern, the UK’s largest train operator which runs the Penistone Line linking Huddersfield and Sheffield, is best-placed to help drive economic growth on the back of major infrastructure investment in the north.
Northern has appointed Natalie Loughborough, previously at ScotRail, as customer service director and executive sponsor for customer experience across First Group bids.
Alan Chaplin, formerly chief operating officer, is now service delivery director, overseeing operations, engineering, performance and control.
Rob Warnes looks to the strategic future of Northern with a new role as planning and programmes director and Richard Allan is responsible for revenue, retailing, communications and external relations as commercial director.
Lee Wasnidge becomes transition director to oversee the move into the anticipated interim franchise for Northern that is due to start on April 1.
Alex Hynes, managing director of Northern, said: “We’re giving a renewed and stronger focus to improve our customers’ experience – getting more trains running on time and focusing on delivering consistently good service.
“We’re entering an exciting time for Northern as up to £1.5bn is invested in the rail network in the North .”
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