David Horne Appointed Chief Customer Officer for Great British Railways
New industry-wide role aims to place customer needs at the forefront of Britain's railway strategy.
By The SME Chronicle Newsroom
••2 min read
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Generic image of a modern train carriage interior with seats and windows, showing a blurred view of the countryside.
David Horne has been appointed as the new Integrated Chief Customer and Commercial Officer (ICCCO), a pivotal industry-wide role designed to prioritise customer needs within Britain's evolving railway system.
Horne, formerly Managing Director of London North Eastern Railway (LNER), will bring his extensive experience in enhancing customer services and commercial leadership to this new position. His tenure at LNER saw the introduction of Azuma trains, Family Lounges, and the highly-rated LNER app, demonstrating a commitment to improving passenger journeys.
In his new capacity, starting in November, Horne will be instrumental in developing and implementing a unified customer and commercial strategy for the entire railway network. This will involve close collaboration with government bodies, operators, the freight sector, and other industry partners to align customer insights and commercial objectives.
The appointment is seen as a significant step towards establishing Great British Railways (GBR) and ensuring that customer needs are central to its operations. It aims to foster closer industry collaboration and translate reform ambitions into tangible improvements for both passengers and freight customers, ultimately supporting revenue growth and optimising the railway's overall utility.
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"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."
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"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."
This integrated leadership appointment is part of ongoing efforts to bring track and train operations closer together under unified management as the industry prepares for GBR. These integrated arrangements are being implemented across Network Rail routes and publicly owned operators, with national-level development to support strategic, whole-railway decision-making and enhance outcomes for customers and taxpayers.
Based on information from the official source: Network Rail (21/10/2026)
