HomePeopleCharlene Wallace to lead Network Rail's focus on passengers and customers

Charlene Wallace to lead Network Rail’s focus on passengers and customers

Listen to this article

Network Rail has appointed Charlene Wallace as director for national passenger and customer experience at Network Services.

She brings with her over 20 years’ experience in the public transport sector, having previously held senior board director roles in rail and aviation, including Virgin Trains, and has a strong track record of delivering and leading customer-focused transformation in transport.

Network Services was created in 2019 in response to the Putting Passengers First (PPF) programme to support the routes, regions and functions. The new function provides network operational, freight, telecoms and technical expertise, as well as coordination of national programmes, initiatives that support Network Rail deliver for passengers and freight customers.

Charlene’s focus will be with customers and passengers. She will be leading the national passenger and customer experience team, which includes both the national stations team and the new ‘passenger information during disruption’ team.

Nick King, director Network Services, said: “Charlene is a welcome addition to our growing team and brings with her a wealth of experience in the rail industry. I believe she is the right person for the role and will help mould and shape the experience for our passengers and customers who use our network daily.”