David Horne, Managing Director of LNER, has been appointed as the railway industry's first Integrated Chief Customer and Commercial Officer (ICCCO), a key new role designed to help deliver a more customer-focused railway as the sector moves towards Great British Railways (GBR).
The appointment marks another significant step in the ongoing rail reform programme, bringing together customer, commercial and operational priorities across the industry under a single strategic vision.
Since joining LNER in 2018, Horne has been instrumental in strengthening collaboration between the publicly owned train operator and Network Rail’s East Coast Route. During his tenure, he has overseen a number of high-profile customer improvements, including the introduction of the Azuma fleet, the rollout of Family Lounges and the continued development of LNER’s award-winning digital customer experience through its app.
Taking up the new position in November, Horne will be responsible for developing and delivering a unified customer and commercial strategy for Britain’s railway. Working alongside government, passenger operators, freight businesses and wider industry stakeholders, he will focus on aligning customer insights with commercial priorities to improve journeys, support freight customers and help drive greater value from the rail network.
The role has been created ahead of the formal establishment of Great British Railways and is intended to accelerate industry-wide collaboration while ensuring passengers and freight customers remain at the centre of decision-making.
Alex Hynes, DFTO Chief Executive, said:
“David brings a wealth of experience, particularly in driving real, tangible change that matters to customers.
“From delivering modern trains to introducing simpler ticketing, he has shown how public ownership can deliver for the people and places it serves. His focus now turns to putting customers at the heart of a new era for Britain’s railway, as we accelerate towards GBR.”
Jeremy Westlake, Network Rail Chief Executive, said:
“As we move towards GBR, we have a real opportunity to put passengers and freight customers at the heart of how we run the railway. That means making journeys simpler, more accessible and more reliable, and making it easier for people to choose rail. We’re delighted that David will be leading this work and helping us turn that ambition into real improvements for our customers.”
Horne’s appointment reflects growing momentum behind rail reform and the industry's ambition to create a more integrated railway that better serves passengers, freight customers and communities across Britain. His experience leading one of the UK's most successful publicly owned operators is expected to play a key role in shaping the customer proposition of the future GBR organisation.
Image credit: Dept of Transport
