Network Rail retained our services to undertake Market Mapping and Executive Search to support with the recruitment of the newly created position of National Passenger & Customer Experience Director within the Network Services division.
This role is a critical post to drive forward the Putting Passengers First transformation of Network Rail to become a more passenger focused organisation. A strong leader with demonstrable experience of improving the customer experience in a B2C environment was required for this role.
Given Network Rail’s objective to be more diverse, we explored talent from inside and outside the rail sector and suggested several changes to the job description to make the candidate population we could consider broader and more diverse.
We undertook a market mapping exercise to identify potential candidates who we thought were suitable for the role, and then we contacted these individuals on a confidential basis to learn more about their experience, location preference, current remuneration packages and general level of interest in considering a new role.
We produced a market mapping report which detailed the locations, gender diversity levels, salary levels, and their level of potential interest in the opportunity of suitable candidates for the role.
Following a review by Network Rail of the market mapping results, we were then given instruction to proceed with our approaches to selected candidates and interview process. We used competency-based interviews to assess the strengths of the respective external candidates we approached for the role as well as interviewing internal applicants alongside them.
Our shortlist of 5 candidates recommended to Network Rail was 80% female and 20% BAME. The feedback from the line manager was that the final two candidates were both excellent, and we were successful in recruiting a highly experienced and diverse candidate with broad experience within and outside of the rail sector for the role.
This is what Sinead Trudgill, Director of Human Resources at Network Rail said:
Newsom Consulting were successful in their tender for our recent role for National Passenger & Customer Experience Director. The firm provide an excellent result having taken a detailed brief. They demonstrated great customer focus and delivered to our specification and requirements. They demonstrated both care and our customer values. I look forward to working with Newsom Consulting in the future.