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Ben Renshaw, Leadership Specialist
Brian Woodhead, The Director of Customer Services at London Underground until April 2021
Jess Fraser, Senior People and Change Consultant, Arup
Kathryn de Kort, Senior People and Change Consultant, Arup
Summary: The purpose of London Underground is to keep London moving, safely and sustainably. Customer Service underpins this experience by serving on average over 1 billion passenger journeys each year. Arup, in partnership with Ben Renshaw have been building leadership capability for over 100 leaders in the Customer Service Directorate since 2018. Championed by Brian Woodhead the work focused on creating the conditions for high performance, developing cohesive teams and driving personal development to enable the right mindset, behaviours and enablers to lead with purpose.
It was important that the Leading Customer Service programme embedded robust, evidenced-based measurement activities that were aligned to London Underground’s existing metrics and practices. Through this measurement activity, we identified significantly increased engagement scores within the Customer Services Directorate leading to enhanced Customer Service across the London Underground Network.
The ABP is grateful to welcome the team involved in delivering this work from both the client and consultant side who will collectively present this Case Study, highlighting the learning outcomes from this project that will be of considerable interest to members.