He brings an extensive track record of delivering excellence in customer experience, operational activity and transformation within the UK transport industry, having started up and led the UK’s highest performing transport business for passenger satisfaction.
Currently Projects Director at Serco, he’s been responsible for guest facing transformation activities for rail company Caledonian Sleeper. Prior to this he set up the award-winning Edinburgh Trams, a successful light rail operator in Scotland. He also led the Greater Anglia rail operations team during the 2012 Olympics and was Group Operations Director at Abellio Group which at the time operated around 30% of the UK Rail Network.
Mark Perry, Chief Executive of VIVID, said: “We’re delighted Tom’s joining us and are excited about the experience he’ll bring to shape and strengthen our approach to customer service and our wider customer offer. What’s most important to us is the people who live in our homes now and in the future. Tom will start with us at a time when we seek to build a new culture focussed on creating a truly great customer experience.”
Tom said: “Throughout my career I’ve always been hugely customer focussed and an avid believer in both people and technology working hand in hand to deliver exceptional customer experience. I’m both privileged and delighted to be joining the team at VIVID and I look forward to building upon the organisation’s impressive achievements.”