(Image: Network Rail)
A senior rail executive has been appointed to a new industry-wide role aimed at improving customer experience across the UK railway.
David Horne, currently managing director of London North Eastern Railway (LNER), will take up the position of Integrated Chief Customer and Commercial Officer (ICCCO) of Great British Railways (GBR) in November.
His appointment comes ahead of the establishment of GBR.
Alex Hynes, DFTO Chief Executive, said: "David brings a wealth of experience, particularly in driving real, tangible change that matters to customers.
"From delivering modern trains to introducing simpler ticketing, he has shown how public ownership can deliver for the people and places it serves.
"His focus now turns to putting customers at the heart of a new era for Britain's railway, as we accelerate towards GBR."
In his new role, David will lead the development of a single customer and commercial strategy for the rail industry, working with government, operators, and freight partners to align priorities and improve the passenger and freight experience.
He joined LNER in 2018 and has been credited with strengthening collaboration between the publicly owned train operator and Network Rail’s East Coast Route.
During his tenure, he oversaw the introduction of Azuma trains, Family Lounges, and the LNER app.
Jeremy Westlake, chief executive of Network Rail, said: "As we move towards GBR, we have a real opportunity to put passengers and freight customers at the heart of how we run the railway.
"That means making journeys simpler, more accessible and more reliable, and making it easier for people to choose rail.
"We're delighted that David will be leading this work and helping us turn that ambition into real improvements for our customers."
David’s appointment is seen as a key step in delivering rail reform and supporting closer collaboration across the industry.