Andy Houghton Email & Phone Number

Manchester, Gb

As part of TransPennine Express' Fleet team, I lead the management, maintenance and testing of our digital onboard systems, connectivity and supporting infrastructure, making sure that systems deliver optimum performance, high availability, and that they comply with operational, safety, cyber security and regulatory requirements. Collaborating across internal departments (e.g. Fleet, Commercial, Information Services), the supply chain and key industry stakeholders I will be evaluating customer and operational needs, driving service improvements, manage risks, and delivering genuine change.

Exeter, Devon, Gb

I led the business in the Public Transport Sector, providing solutions to transform existing WiFi networks and delivered solutions into areas previously not served by reliable internet coverage.During the pandemic my role expanded to include responsibility for many other verticals and I was fortunate to include in my portfolio a large proportion of the countries local authorities and some of the UK's most recognisable brands.Taking this one step further I also assumed responsibility for managing and delivering the tender process within the business. Delivering a 100% success rate.

Manchester, Greater Manchester, Gb

I joined Saturn in 2017 in a new role to lead the business and technical development programme within the rail and transportation sector. I have delivered a number of large projects for customers in the Rail sector with a specific focus on Innovation and Human Factor aspects of the customer journey. My projects have been nominated for a number of awards in the transport and digital communications sectors. ‘Live Train Mapping’ at Manchester Piccadilly continues to be nominated for innovation awards over twelve months since installation and ‘Rail Life’, studying passenger wellbeing remains an industry marker for understanding customer needs in a new way. This is evidenced in a White Paper, written by myself and sponsored by the RSSB. My skills and experience in customer experience management and in innovation in customer information fields have expanded greatly as a result. In parallel with these workflows I've also spoken at HR conferences and at European Transport symposiums on the future of communications in the transport industry; impact of customer experience on the economy of the UK and the contribution of customer well-being towards mode loyalty and the sustainable transport agenda.

Manchester, Gb

Leading the creation and delivery of all customer facing material during the mobilisation and the following 14 years of the new franchise. This positioned me across many fields within the business, developing further my in depth knowledge of the Customer Experience field within public transport and more importantly how to make this accessible to, not just the travelling public, but to future users and also industry commentators. My wide ranging responsibilities and achievements in this role included the delivery of many major timetable changes, Introduction and management of the Darwin Customer Information System, representing First and TPE at national forums relating to information and customer experience in general and chairing some of these forums for the industry.Absorbing the management of on-board Passenger Information Systems (PIS), I project managed the delivery of the Customer Information touchpoints for two additional fleets of trains brought into service by TPE. This included all elements of on train communications, the full signage specification including customer safety, operational signage and briefing graphic design agencies on design and compliance relating to the external livery. Working with Hitachi and CAF I also laid the foundations and standards for the Customer facing systems, fixed signage and interior specifications for the three new fleets that are entering service in 2019/20.In 2014 I developed an innovative concept to use digital poster screens at rural stations, secured funding from a national improvement fund and delivered the solution at six stations across the network. Production costs have also reduced and staff resource can now be focussed on core customer service delivery. A number of other train companies have since adopted this innovation.