Arriva Rail London (ARL) has appointed Charlotte Whitfield as the company’s new operations director. 

Charlotte joined ARL in 2017 as a general manager and took on the customer experience director role in 2021. Over the past eight years, Charlotte has steered several successful customer experience initiatives, from the introduction of the Night Overground to the naming of the London Overground (LO) lines.  

Charlotte succeeds Gunnar Lindahl, who has returned to his role at Network Rail following his job swap with Matt Pocock. Matt Pocock has joined the Arriva UK Trains bid team as operations director. 

Steve Best, managing director at Arriva Rail London, said: “I am thrilled that Charlotte will be taking on the role of operations director. Throughout her time at Arriva Rail London, Charlotte has consistently delivered to ensure we provide a leading service for our customers. Her extensive background in customer experience will help our operations to not only be efficient and reliable, but also deeply attuned to the needs and expectations of our customers. Under Charlotte’s direction, I have no doubt that the London Overground will continue to be a preferred method of sustainable travel for Londoners.” 

About Charlotte Whitfield 

Charlotte has worked in the transport industry for the duration of her career, having started as a graduate at FirstGroup. “I was based in bus depots and was very much thrown in at the deep end, including learning to drive a bus,” Charlotte recalls. “For a month, I drove a route in Manchester. That experience is something I’ve kept in the front of mind in my role at Arriva Rail London. It’s important to understand the daily challenges frontline colleagues face, whether station employees or train drivers.”  

Following her time at FirstGroup, Charlotte held management roles at G4S Global and Arriva Bus. 

As well as a grounding in customer service and operations, Charlotte’s early days in the transport industry also brought home the challenges of being a woman in a male-dominated workplace – and the value of role models: “There were certainly moments of being treated differently and times when I felt I needed to prove myself more than my male colleagues. But I was fortunate to have some very supportive male allies and female leaders who blazed trails and inspired me.” 

Having built her career to senior level, Charlotte is now determined to act as a role model for others: “Things have improved – there are far more women in the industry now and regular conversations about equality, diversity and inclusion – but there’s clearly still more to do. As I return to the world of operations, I hope to use my learnings to ensure we continue to listen, reflect and adapt to create a more inclusive industry for all.”