Jack Ohara

Customer Experience Engagement Manager @London North Eastern Railway

Responsible for leading customer experience improvement across London King’s Cross station, working closely with Network Rail and train operating company partners to deliver a consistent, welcoming and high-quality station environment.A core focus of the role is engaging and empowering frontline colleagues to deliver excellent service during both normal operations and disruption. I work with operational teams, station leadership and external partners to identify opportunities to improve communication, behaviours and customer flow, translating feedback from colleagues and customers into practical service improvements.Operating at both strategic and operational levels, I influence senior leaders while supporting frontline teams to embed clear service behaviours and customer service standards aligned to performance measures. Through engagement sessions, workshops and service academy initiatives, I help build capability, confidence and consistency across teams, ensuring colleagues feel supported to deliver the best possible experience.I also represent LNER in station-wide customer experience initiatives and cross-industry working groups, contributing to joint decision-making with Network Rail and operational partners to implement improvements that enhance customer confidence, safety and satisfaction at one of the UK’s busiest stationsKey responsibilities • Contribute to the development and delivery of station-wide customer experience and engagement plans focused on service culture and behaviours. • Support the design and delivery of customer service training and engagement programmes for frontline and management teams. • Facilitate engagement sessions with operational teams to gather insight and co-create service improvements. • Identify opportunities to improve the experience for both colleagues and customers during business-as-usual operations and disruption.