HS2 - Unified Target Operating Model
Nik supported the development of HS2’s Unified Target Operating Model, helping embed customer experience into the future operating railway. He worked with industry partners to define customer-focused outcomes, improve cross-organisational alignment and ensure customer needs remained central to the operating model.
Great British Rail Transition Team
Nik led the development of a customer experience strategy to support the creation of Great British Railways. Through stakeholder engagement and strategic design, he developed a customer-focused operating framework that was adopted within the Target Operating Model.
Serco - UK Rail Market Strategy
The FTS team worked with Serco to develop a renewed vision and value proposition for re-entering the UK rail market. Through strategy workshops and market analysis, they created a differentiated, customer-led proposition aligned with future industry priorities.
NEOM Railway Customer Experience
Nik and FTS colleagues supported NEOM’s future railway programme as subcontractor to SEMP Ltd, developing an end-to-end customer experience blueprint. Through customer research, personas and service design, the work created a roadmap for delivering a seamless and integrated passenger experience.
ALTO High Frequency Rail Canada
Richard supported Transport Canada and VIA Rail working through Steer North America, providing operational advisory support to Canada’s High Frequency Rail programme. His work helped define and evaluate operational requirements, shape the procurement process, assess bidder proposals and identify the solution best placed to deliver the desired operational outcomes.
Virgin Trains Europe
Richard and Nik supported the development of Virgin Trains Europe’s high-speed rail proposition, combining customer experience design with operational and engineering insight. Their work covered the onboard passenger proposition, accessibility, train interiors and operational requirements for London St Pancras International station.
Department for Transport – Passenger Rail Contract Specification
Richard has supported the Department for Transport through Steer as a long-term technical advisor on passenger rail contracts. His work has included defining operational, rolling stock and customer outcomes, assessing timetable and capacity options, and developing performance and service-quality requirements to support robust, deliverable contract specifications.
