CHARLENE WALLACE has joined Network Rail as director for National Passenger & Customer Experience in the Network Services Directorate.
Network Services was created in 2019 as part of Chief Executive Andrew Haines’ restructure and provides network operational, freight, telecoms and technical expertise, as well as co-ordination of national programmes, initiatives that support Network Rail’s delivery for passengers and freight customers.
Ms Wallace brings over 20 years’ experience in the public transport sector, having previously held senior board director roles in rail and aviation, including at Virgin Trains. At NR she leads the National Passenger and Customer Experience team (NP&Cx), which includes the national stations team and the new Passenger Information During Disruption (PIDD) team.
