Arriva Rail London (ARL) has appointed Charlotte Whitfield as the company’s new operations director.
Charlotte joined ARL in 2017 as a general manager and took on the customer experience director role in 2021. Over the past eight years, Charlotte has steered several successful customer experience initiatives, from the introduction of the Night Overground to the naming of the London Overground lines.
Charlotte has worked in the transport industry for the duration of her career, having started as a graduate at FirstGroup.
“I was based in bus depots and was very much thrown in at the deep end, including learning to drive a bus,” Charlotte recalls. “For a month, I drove a route in Manchester. That experience is something I’ve kept in the front of mind in my role at Arriva Rail London. It’s important to understand the daily challenges frontline colleagues face, whether station employees or train drivers.”
Following her time at FirstGroup, she held management roles at G4S Global and Arriva Bus.
Steve Best, managing director at Arriva Rail London, said: “I am thrilled that Charlotte will be taking on the role of operations director. Throughout her time at Arriva Rail London, Charlotte has consistently delivered to ensure we provide a leading service for our customers.”
Image credit: Arriva Rail
