TransPennine Express (TPE) has appointed Andrew McClements as its new Customer Experience and Transformation Director.
Mr. McClements will lead TPE’s 650-strong customer experience team, responsible for serving the needs of 26 million customers annually across its extensive network connecting major cities and destinations throughout the North of England and Scotland.
Mr. McClements brings a wealth of experience to this role, having spent the past 10 years at TPE. His career journey began in frontline roles, including working in ticket offices, serving as part of station teams in Huddersfield and Manchester Airport, and managing disruptions in Manchester’s control room. He has also held key leadership positions encompassing contract management, sustainability, business planning, and stakeholder relations with the Department for Transport and Rail North Partnership.
Mr. McClements’ deep understanding of the rail industry, cultivated through his experience in customer-facing roles, will be invaluable in his new position.
As he takes on his new role, Andrew’s immediate focus is on performance, reliability, and customer satisfaction.
He said: “Performance needs to be paramount, to help us rebuild customer confidence and trust, and show that we’re getting the basics right. We need to be giving customers consistently good experience – all the way from catering and cleaning to how we manage customer queries.
“There’s been real positives recently, with cancellations reduced by 70% in the last 12 months, and thanks to our new timetable we now have hundreds more seats on trains for our customers and services across the Pennines running every 15 minutes.”
Mr. McClements highlighted recent positive developments, including a 70% reduction in cancellations over the past 12 months and the introduction of a new timetable that offers hundreds more seats for customers and 15-minute service frequencies across the Pennines.
