I have been with Eurostar for 5 years in commercial and operational roles. Currently Head of UK Stations responsible for increasing capacity and delivering a best in class customer experience at every touchpoint. Previous roles included Head of Sales strengthening our skills base and creating a clearly defined plan to drive commercial growth. I was also Head of Customer Contact & Business Improvement transforming the customer experience by creating a business support centre with defined centres of excellence and led a programme of digital improvement. I led the implementation of a knowledge transfer programme with Kent Business School to improve our queue management, simulation modelling and capacity planning capabilities in UK and Continental Europe Stations. Prior to Eurostar, I held a number of senior roles at IHG (Intercontinental Hotels Group) including Director of Voice Channel Effectiveness, leading the global customer contact strategy, and Director of Global Reservations and Sales Operations.