2 April 2025 — Arriva Rail London (ARL), the operator of London Overground services, has announced the appointment of Charlotte Whitfield as its new Operations Director.
Charlotte, who first joined ARL in 2017 as a General Manager, has spent the past eight years delivering major improvements to customer experience across the network. She most recently held the role of Customer Experience Director, where she led initiatives such as the successful launch of the Night Overground and the introduction of London Overground line names.
She succeeds Gunnar Lindahl, who has returned to Network Rail following a job swap with Matt Pocock, who is now Operations Director for the Arriva UK Trains bid team.
Welcoming the appointment, Steve Best, Managing Director at Arriva Rail London, said:
“I am thrilled that Charlotte will be taking on the role of Operations Director. Throughout her time at ARL, she has consistently delivered high-quality results, ensuring we provide a leading service for our customers.
“Charlotte’s strong background in customer experience will help ensure our operations are not only efficient and reliable, but also aligned with the evolving needs of our passengers. Under her leadership, I’m confident the London Overground will continue to be a preferred and sustainable choice for travel across the capital.”
A Career Grounded in Frontline Experience
Charlotte began her career in the transport industry as a graduate at FirstGroup, where she gained early hands-on experience—including a month spent driving buses in Manchester.
“That experience is something I’ve always kept at the front of my mind,” Charlotte said. “It’s important to understand the day-to-day challenges faced by frontline colleagues—whether they’re station staff or train drivers.”
Her transport career has also included management roles at G4S Global and Arriva Bus, giving her a strong foundation in both operational delivery and customer service.
Championing Inclusion in the Rail Industry
Reflecting on her journey through what has traditionally been a male-dominated industry, Charlotte spoke of the value of having supportive allies and role models:
“There were certainly times I felt I had to prove myself more than my male colleagues. But I was fortunate to have both supportive male allies and inspiring female leaders who helped shape my path.”
Now stepping into a senior operational role, Charlotte says she is committed to using her platform to promote equality, diversity, and inclusion in the industry:
“Things have improved—there are far more women in the industry now, and meaningful conversations are taking place. But there’s still more to do. As I return to operations, I hope to use what I’ve learned to help foster a more inclusive and supportive environment for everyone.”
