Govia Thameslink Railway (GTR), which operates Southern, Gatwick Express, Thameslink and Great Northern, has appointed Mark Pavlides as Chief Customer Officer.

This new role is at the heart of decision-making for GTR and will further elevate the customer experience and customer care across the operator’s network for all passengers. There will be a particular focus on ensuring the railway is accessible for all, innovating GTR’s digital offering and encouraging rail travel across the operator’s vast network of destinations. The role covers all elements of the passenger journey, from retail to the station and on-board experience, customer information and aftercare.

Mark brings a wealth of experience to the position, including more than a decade leading customer service, distribution and technology for British Airways and Qantas Holidays in the UK and Australia. He spent six years in regional managing director roles leading the American International Group’s travel insurance business across Asia Pacific. More recently, Mark was Global Director of Customer Services at William Hill and Customer Services Director for the Association for Chartered Certified Accountants (ACCA).

Mark said: “I’m delighted to take on this new role at GTR and I am absolutely committed to ensuring that the passenger experience remains at the heart of what we do, and how we do it, at all times.

“It’s an interesting time to join the railway and I think there are many opportunities to celebrate train travel’s sustainable credentials and make more use of technology to better understand our customers and enhance their journeys.

“I hope to bring my knowledge from across the travel sector and beyond to improve our customer offering and their experiences, so we continue to make improvements and ultimately ensure that customers love to travel with us.”

Patrick Verwer, Chief Executive Officer, said: “It’s fantastic to announce this new Chief Customer Officer role for GTR, which will support our work to connect people and help local communities to thrive. I’m thrilled to have Mark on board ensuring that the customer experience is at the centre of our decision-making and innovation.”