Network Rail has announced that Charlene Wallace has joined them as director for National Passenger & Customer Experience in the Network Services Directorate.

Network Services was started in 2019 in response to the Putting Passengers First (PPF) programme. The new function provides network operational, freight, telecoms and technical expertise.

Charlene has over 20 years’ experience in the public transport sector, having roles previously at Virgin Trains.

Charlene will be leading the National Passenger and Customer Experience team (NP&Cx) which includes the national stations team, and the new Passenger Information During Disruption (PIDD) team.

What did the officials say?

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.”

Charlene Wallace, director of National Passenger and Customer Experience, Network Services, said:

“I’m delighted to be joining the team and being part of a wider family within Network Rail. I have valuable experience having been in the industry for many years and I look forward to supporting the operation, development and delivery of great stations for our passengers, customers and communities across the network.”

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