Rob Oerton | Head of Customer Experience Strategy
Arriva Trains UK

Rob Oerton, Head of Customer Experience Strategy, Arriva Trains UK

With multi-sector experience in customer proposition development and delivery,  for the past 7 years Rob has held senior roles within the Rail industry, initially with the Stagecoach Group managing and developing customer and stakeholder experience, both tactically at East Midlands Trains and strategically as part of their Franchise Bidding team. He is currently Head of Customer Policy for Arriva Grand Central Rail, rated No. 1 operator for customer satisfaction in the most recent National Rail Passenger Survey published by independent industry watchdog, Transport Focus. Prior to that Rob worked in private enterprise within Print Media, Publishing and Retail sectors, both in the UK and Australia, managing teams and stakeholder relationships to deliver optimum commercial and operational service outcomes. As a graduate in Engineering, he later gained an MBA to broaden his business experience, and, as an advocate of lifelong learning, he  is currently undertaking an MSc in Management Practice at Manchester Business School. Outside of work, Rob has a large extended family that keep him active, he enjoys all sports and is a keen club runner, and he also spends time contributing to community causes as a local Foodbank volunteer and as a fundraiser for a children?s charity in India where he was lucky enough to visit and work as a volunteer for several weeks in 2019.


Day 1 @ 12:30

Competing harder for fewer travellers, how can public transport operators attract the returning travellers to public transport?

  • How are operators truly embedding a customer first mindset across the whole business?
  • What services are proving most important to travellers in the “new normal”
  • Creating loyal customers with fantastic experiences: how have our panel worked to optimise services within the confines of restricted budgets?
Session led by: accenture
last published: 27/Sep/21 19:05 GMT

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