David Horne, currently Managing Director of York based London North Eastern Railway (LNER), has been appointed as Integrated Chief Customer and Commercial Officer (ICCCO), a new industry-wide role that will help shape a customer-first railway.
Since joining LNER in 2018, he has played a leading role in bringing the publicly owned operator and Network Rail’s East Coast Route closer together.
He will now bring that experience to his new role, having also led significant additions to the timetable from York, the introduction of the Azuma trains, Family Lounges and the LNER app.
David Horne will start his new role in November, leading the development and delivery of a single customer and commercial strategy for the railway – working closely with government, operators, the freight sector and other industry partners.
The role will help align customer insight and commercial priorities across the railway to improve the experience of passengers and freight customers, while supporting efforts to increase revenue and make better use of the railway as a whole.
He will sit on both Department for Transport Operator (DFTO) and Network Rail’s Executive Leadership Teams, working across the railway system to provide strategic leadership to both organisations as they continue the transition to GBR.
Alex Hynes, DFTO Chief Executive,** said:** “David brings a wealth of experience, particularly in driving real, tangible change that matters to customers.
“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.”
Jeremy Westlake, Network Rail Chief Executive, 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.”
David Horne said on his X account: “I’m really looking forward to working with colleagues across the industry on what comes next.
“A huge thank you to my amazing team at LNER. It’s been an absolute privilege to lead you for over a decade and I’m incredibly proud of everything we’ve achieved together.”