Lumo appoints customer experience manager

Newcastle-based train operator Lumo has appointed Rachel Firth as customer experience and innovation manager, reinforcing its commitment to modern, customer-centric rail travel.

Rachel brings over two decades of leadership experience across rail, road and aviation, having held senior roles at LNER and FirstBus. 

Her expertise in driving innovation and delivering transformative results aligns with Lumo’s mission to provide a compelling low-carbon alternative to domestic air travel.

She said: “I’m thrilled to join the Lumo team at such an exciting time. 

“Lumo has built a strong reputation for innovation and putting customers at the heart of everything it does. 

“I’m particularly passionate about driving diversity and inclusivity within the rail industry and inspiring more women to consider a career in rail.

“It’s vital that we create opportunities for all and showcase the value that a diverse workforce brings to the sector. 

“I’m looking forward to this new challenge and working with the team to build on Lumo’s success and developing new ways to deliver exceptional experiences for our customers."

Martijn Gilbert, managing director of Lumo, added: "Rachel’s appointment is a fantastic addition to our team. 

“Her extensive experience and passion for customer experience make her the perfect fit for Lumo. 

“We are committed to leading the way in sustainable and customer-centric rail travel, and Rachel’s expertise will undoubtedly help us achieve this vision.”

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