HomePeopleAppointmentsCharlene Wallace to head Network Rail’s National Passenger and Customer Experience team

Charlene Wallace to head Network Rail’s National Passenger and Customer Experience team


Network Rail has recruited Charlene Wallace to be its new director for national passenger & customer experience in the Network Services Directorate.

Charlene, who brings over 20 years’ experience in the public transport sector, joins Network Rail from Virgin Trains, where she was the director in charge of demobilisation and transition.

She has also held positions at Monarch Airline and Arriva Rail North and has recently stepped down from being chairman and a non-executive director at Edinburgh Trams. She has a strong track record of delivering and leading customer-focused transformation in transport and has a wide range of transition and business-change experience, including improving customer and stakeholder processes and communications as well as delivering customer initiatives, employee engagement and organisational change. 

Charlene’s focus will be on customers and passengers. She will lead the National Passenger and Customer Experience team, which includes the national stations team, and the new Passenger Information During Disruption team. 

Nick King, Network Rail

Network Services director Nick King, director 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.”

Network Services was formed last year as part of the Putting Passengers First programme introduced by chief executive Andrew Haines. Its purpose is to support the routes, regions and functions by providing network operational, freight, telecoms and technical expertise, as well as to coordinate national programmes and initiatives that support Network Rail in delivering for passengers and freight customers.


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