Lumo has appointed Rachel Firth as the new Customer Experience and Innovation Manager, underscoring its dedication to transformative growth and setting new benchmarks in modern rail travel.
With over 20 years of leadership experience across the rail, road, and aviation industries, Rachel brings a wealth of expertise and a proven history of driving innovation and change.
Rachel’s extensive industry knowledge makes her a key player in shaping Lumo’s future as a leader in sustainable and customer-focused rail travel.
Her mission at Lumo is to revolutionize the customer experience by harnessing advanced technology, actionable insights, and a strong emphasis on inclusivity and sustainability. This appointment is a significant milestone in Lumo’s journey to provide seamless, high-quality services and solidify its reputation as a bold innovator in the transportation sector since its launch less than four years ago.
Commenting on her new role, Rachel said: "I’m thrilled to join the Lumo team at such an exciting time. Lumo has built a strong reputation for innovation and putting customers at the heart of everything it does.”
“I’m particularly passionate about driving diversity and inclusivity within the rail industry and inspiring more women to consider a career in rail.”
“It’s vital that we create opportunities for all and showcase the value that a diverse workforce brings to the sector. I’m looking forward to this new challenge and working with the team to build on Lumo’s success and developing new ways to deliver exceptional experiences for our customers."
Rachel Firth’s illustrious career features senior positions at prominent transport operators like LNER and FirstBus, where her visionary leadership drove significant transformations. Her expertise is a perfect match for Lumo’s ambitious growth strategy and its mission to offer a compelling, low-carbon alternative to domestic air travel with great value cross-border services linking Edinburgh, the North East of England, and London.
Martijn Gilbert, Managing Director of Lumo, said: "Rachel’s appointment is a fantastic addition to our team. Her extensive experience and passion for customer experience make her the perfect fit for Lumo. We are committed to leading the way in sustainable and customer-centric rail travel, and Rachel’s expertise will undoubtedly help us achieve this vision."
Image credit: Lumo