Govia Thameslink Railway (GTR) has appointed a new Chief Customer Officer.

Mark Pavlides will take over the newly-created role at the company which runs Southern, Gatwick Express, Thameslink and Great Northern train operating companies.

His areas of responsibility will include  customer information, retail, stations, on-board service and aftercare – virtually every aspect of a passenger’s experience while using GTR companies, with a network stretching from as far north as King’s Lynn and southwards to Southampton, Brighton and Ashford.

He comes to the role with considerable experience in the travel industry.  He spent more than a decade leading customer service, distribution and technology for British Airways and Qantas Holidays in both the UK and Australia.

Another six years saw him works in regional managing director roles for the American International Group’s travel insurance business across Asia Pacific. Recent roles outside the travel industry include Global Director of Customer Service at William Hill as well as Customer Services Director at the Association for Chartered Certified Accountants (ACCA).

Mark will find himself at the centre of GTR decision making, focusing on making the railway accessible to all, encouraging rail travel to the vast number of destinations served and continuing innovation in the company’s digital offerings.

Mark said: “I’m delighted to take on this new role at GTR and I am absolutely committed to ensuring that the passenger experience remains at the heart of what we do, and how we do it, at all times.

“It’s an interesting time to join the railway and I think there are many opportunities to celebrate train travel’s sustainable credentials and make more use of technology to better understand our customers and enhance their journeys.

“I hope to bring my knowledge from across the travel sector and beyond to improve our customer offering and their experiences, so we continue to make improvements and ultimately ensure that customers love to travel with us.”

Patrick Verwer, Chief Executive Officer, added: “It’s fantastic to announce this new Chief Customer Officer role for GTR, which will support our work to connect people and help local communities to thrive. I’m thrilled to have Mark on board ensuring that the customer experience is at the centre of our decision-making and innovation.”