Kathryn O'Brien

First Group Customer Experience Director of TransPennine Express

Kathryn O’Brien is responsible for providing great customer service every day, whilst driving a programme of improvement, making sure that customer excellence is at the heart of everything we do. Kathryn has made herself an ambassador for every single customer who boards our trains, accepting nothing less than excellence, and she has devoted her career to ensuring that this excellence makes a difference.

As Customer Experience Director, Kathryn is responsible for managing, developing and inspiring TransPennine Express’ (TPE) entire customer experience team. The team of more than 600 people take pride in inviting on-board 29 million customers annually on 330 services every day, that connect the major cities and destinations across the North of England and Scotland.

Kathryn has a fantastic track record spanning a very successful 25 years in the customer transport/rail sector within the North West. Her record of improving service, empathising with and involving customers and stakeholders in decision making, and driving business improvement stands her out from her peers. Her engaging personal style and steely determination mean she is a role model for a modern leader within the sector. 

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