About Marie

Marie is a highly accomplished transport executive with more than 17 years of experience in the rail industry and a strong track record in operational leadership, customer excellence and cultural transformation. She has previously held key roles at TfW, including Deputy Chief Operating Officer and Chief Customer and Culture Officer as well as Service Delivery Director at Greater Manchester’s tram network, Metrolink during times of transformational change for both organisations. Since joining TfW in 2018 Marie has led significant initiatives, including overseeing the transition of the rail franchise to TfW in 2021, the development and implementation of a new operating model and the strengthening of partnerships with trade unions. Under her leadership, TfW has delivered significant enhancements for customers through the introduction of the first customer proposition framework, the opening of Cardiff and Porth transport interchanges and improvements to event management, resulting in increased overall customer satisfaction scores. As Chief Operating Officer, Marie is instrumental in driving transformational change for the Wales and borders network and realising the future vision of TfW as a multimodal transport operator. Marie’s strong focus on operational performance and customer service excellence will be key to driving the next phase of TfW’s strategy and ensuring it delivers on the long-term ambition for a more sustainable and accessible transport network. A passionate advocate for diversity and inclusion in the transport sector, Marie is also Chair of Women in Rail – a role she has held since 2023 – where she actively champions the voice of women in the industry.   

How did you start your career in the rail industry? 

I started out in the light rail industry, working as the People Director at Metrolink in Manchester and then moved into Customer Service and Service Delivery director roles. I quickly found that the railway sector offered such a unique blend of complexity, pace and purpose and I was hooked. What really drew me in was the sense of being part of something that makes a daily difference to people’s lives and communities. Once I got a taste of the operational environment, I knew this was where I wanted to build the next stage of my career.  

Tell us a little about your career experiences to date. 

I’ve been fortunate to work across a wide range of roles, from customer experience to operational leadership, each offering something different and stretching me in new ways. A standout moment for me was leading the transition of the rail franchise to TfW in 2021 -  a huge, complex task that involved not just operational planning but a major cultural shift too. Earlier in my career, as I mentioned I also worked at Metrolink in Manchester during a time of rapid expansion and change, and that really shaped how I lead through transformation. One of my proudest achievements has been launching TfW’s first customer proposition framework -  it felt like a real turning point in how we design our services around the people who use them. 

What does an average day look like for you? 

No two days are ever the same, which is part of what I love about the role. A typical day could start with reviewing operational performance – what went well, what didn’t, and what we can learn – followed by strategic discussions about how we’re progressing against our long-term goals. I spend a lot of time with our teams across the network and also with our partners and stakeholders, including union reps. That balance of high-level strategy and frontline engagement keeps me grounded and energised. 

Why did you want to present in a PWI technical seminar? 

The PWI seminar is such a great platform to bring together people who are passionate about the future of our industry. I wanted to be part of it because it’s important to showcase how operations and engineering come together to deliver real improvements – not just for infrastructure but for the communities we serve. It’s also an opportunity to share our journey at TfW, the lessons we’ve learned, and hopefully inspire others working through similar challenges. 

What’s the best bit of advice you have for someone looking to work in the rail industry? 

Be curious and open to learning – this industry is full of opportunities, but it’s also constantly evolving. Don’t be afraid to ask questions, take on something that stretches you, or step outside your comfort zone. And above all, build good relationships. Rail is a people business at its core – whether that’s your colleagues, your customers or your wider stakeholders. 

What are some of the biggest challenges of your current role? 

The scale and pace of transformation can be both exhilarating and challenging. We’re modernising our network, introducing new fleets, integrating transport modes – all while trying to deliver day-to-day performance in a live, unpredictable environment. Managing that tension between short-term pressures and long-term vision is probably one of the biggest challenges. Add to that the broader economic and social landscape, and you’ve got a very full agenda. 

What do you enjoy most about your current role? 

The people, hands down. Whether it’s our frontline teams, technical experts or partners across the industry, I’m constantly inspired by the dedication and resilience of those working to improve transport in Wales. I also love the problem-solving side of the job – taking a complex challenge and working together to find a solution that makes a real difference to our customers and communities. It’s incredibly rewarding to see the impact of our work play out in real life. 

A big thank you to Marie for taking the time to share her journey. We look forward to welcoming her soon.