‘I get to make a positive difference’

 
Caroline Wilson, MD and founder at The Recruitment Story, meets Colette Casey, customer experience director at LNER
 Colette Casey
 
Explain your role in 100 words or less
I’m responsible for everything that shapes a customer’s journey, from contact centres and service standards to problem solving, passenger assistance, dining, and the overall experience on board and in stations. I lead a team of around 2,800 colleagues. My role is to balance the digital and human s