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Finalists

Kathryn O'Brien

Customer Experience & Transformation Director

TransPennine Express

Kathryn O'Brien Headshot
Kathryn O’Brien is responsible for providing great customer service every day, whilst driving a programme of continuous improvement, making sure that customer excellence is at the heart of everything we do. Kathryn has made herself an ambassador for every single customer who boards our trains, accepting nothing less than excellence, and she has devoted her career to ensuring that this excellence makes a difference.

As Customer Experience & Transformation Director, Kathryn is responsible for managing, developing and inspiring TransPennine Express’ (TPE) entire customer experience team. A highly focused, enthusiastic individual with a genuine passion for delivering customer service, stakeholder engagement and operational excellence. Commercially driven with a proven background in delivering step changes in business performance. Kathryn is an experienced people leader of large, unionised organisations and has the ability to set a challenging vision and motivate individuals to achieve the vision.