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ATOC appoints new Managing Director of Customer Experience

The Association of Train Operating Companies (ATOC) has appointed Jacqueline Starr to the newly created role of Managing Director, Customer Experience.

Jacqueline Starr joins ATOC having been Customer Experience Director at Barclays UK Retail and Business Bank since 2013.  Prior to that, she held Head of Customer Experience roles at O2 and Orange, having started her career at BT.

The position of Managing Director, Customer Experience at ATOC combines two previous roles within the company, those of Commercial Director of ATOC and Chief Executive of National Rail Enquiries (NRE). Chris Scoggins, the former Chief Executive of NRE left ATOC in early April and David Mapp, the current ATOC Commercial Director, will be retiring this September.

The new role of Managing Director, Customer Experience will play a key role, working with train operators and the wider industry, in shaping the experience of passengers as it relates to information, fares, ticketing and retailing.  Jacqueline Starr will take up her post at ATOC in September 2015.

Michael Roberts, Chief Executive of ATOC, said:

“I’m delighted that Jacqueline will be joining our team at ATOC.  She brings vision, energy and a passion for the customer, combined with senior level experience in global businesses working with internal stakeholders to deliver change.

“I would like to take the opportunity to thank both David and Chris for the invaluable contributions they have made over the last decade and more to the success of the railway.  I am also extremely grateful to Jason Webb for the excellent job he has done as interim Chief Executive of National Rail Enquiries since Chris moved on.”

Jacqueline Starr said:

“I’m hugely excited to be joining such an important industry as the railway. It carries millions of passengers a day, reaches every corner of the country and helps drive the nation’s economy.

“The railway is unrecognisable compared to 20 years ago, from new trains, to revamped stations and a wider range of fares for different types of traveller, but there is so much more to do. I am honoured to have the opportunity to build on the great work that's been achieved to date and I look forward to working with the industry to create the exceptional experience that today’s passengers demand and deserve.”


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