Spotlight Series: Meet Jenna Galiszewski

For this month's Spotlight piece, we interviewed Jenna Galiszewski, Customer Information Delivery Manager at East Midlands Railway. Jenna has been at EMR for most of her career, since she started as on-train customer host. She told us about how she handles train strikes, weather disruption and quieter days as well. 

Can you give us a brief overview of your career and how you ended up at EMR? 

My career path wasn't exactly a straight line. While I wanted to become a physiotherapist, life had other plans. I stumbled into the rail industry via an agency job as a Customer Host with East Midlands Trains, and worked my way up to Train Manager before finding my niche in customer information at EMR. It's been quite an unexpected path, but I've found my passion in helping customers navigate their journeys smoothly. 

Can you give us insight into your role as Customer Information Delivery Manager? 

As the Customer Information Delivery Manager, my role is all about ensuring that customers have access to timely and accurate information throughout their journey with EMR. This involves managing a team responsible for delivering real-time customer service information, handling communications during disruptions, and continuously improving the customer experience through initiatives like automated announcements and enhanced content delivery. 

The role is about striking the right balance between the big picture and the intricate details to empower customers to make informed decisions about their journeys. 

Who do you collaborate with in your role, both internally and externally? 

Internally, I work closely with various departments across EMR, including operations, external communications, and frontline staff. My team serves as a crucial link between EMR and external stakeholders such as Network Rail and National Rail. We also use customer feedback to ensure their needs are met. 

Are there any recent initiatives or projects you've been involved in that you'd like to highlight? 

A main part of my role is ensuring we deliver customers’ information effectively and efficiently. Keeping that in mind, recently, we've been focused on the implementation of automated announcements on regional fleets. This allows staff on the train to engage with customers freely and address any questions they may have.  

What does a typical day look like for you in your role? 

Honestly, there's no such thing as a typical day. My responsibilities vary around ongoing projects, team dynamics, and any disruptions on the network. Some days are heavy on administrative work, while others involve creative problem-solving which ensures I’m kept on my toes whilst constantly learning. 

How do you handle events like train strikes or weather disruptions, and what measures do you take to reassure customers during such times? 

Events like train strikes or adverse weather conditions can create a disruptive environment, but our priority is always to minimise the impact on customers and keep them informed every step of the way. We take swift action to adjust timetables, communicate alternative travel options, and provide real-time updates through various channels. Transparency and reliability are crucial to instilling confidence in our customers, especially during challenging circumstances. 

What skills help you succeed, and what advice would you offer to others thinking about joining the rail industry? 

Having an open mind is crucial. Not just in terms of being open to opinions but also to ideas and continuous learning. I'm always asking myself, "Is there a way to make things better and easier?" My career progression has been less about acquiring specific skills and more about broadening my horizons and acquiring new knowledge.  

What initially started as a job has evolved into a fulfilling career. What keeps me engaged is the variety; no two days are the same in this industry. There are so many roles and departments within the rail sector that if you're looking for a career, you can find it here in one form or another. And it’s always worth remembering, you don't just want to jump into any role; it's about finding the right fit for you.  

Do you have a favourite part of your job? 

Without a doubt, it's the people. They can make or break any job. Some of my fondest memories stem from direct interactions with customers and my team.