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The Customer Experience (CX) team at LNER is dedicated to setting the gold standard in service delivery, challenging not just the rail sector, but other industries as well. With a vision to infuse every journey with heart and soul, the team is committed to crafting strategies that bolster customer confidence in rail travel, aiming to shape the future of the industry.
What we do
Collaborating with our Logistics Partner, Gate Gourmet, they source and deliver everything needed for an exceptional onboard customer experience. From designing menus to ensuring food safety, this team is at the heart of LNER’s catering proposition.
The station teams, split into Regional Areas, ensure the safety and satisfaction of our customers. They handle everything from accessibility strategies to retailing travel products and maintaining station standards.
Responsible for the upkeep and repair of all station assets, they also plan future station upgrades, manage station retailers, and ensure safety and compliance with industry standards.
Why we matter
The Customer Experience team is the backbone of LNER’s commitment to its passengers. By ensuring top-notch service delivery, maintaining impeccable station standards, and crafting strategies centred around the customer, they play a pivotal role in upholding LNER’s reputation as a leading rail service provider.
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