Spotlight Series: Meet Nicola Chang
For this month’s Spotlight piece, we interviewed Nicola Chang, a Performance Improvement Manager at Merseyrail. Nicola joined the transport industry in 2010, starting as a Station Retailer and then becoming a Station Manager. She later transferred to Operations as a Guards Manager and her current role is a Performance Improvement Manager. We spoke to her about achievements in her career so far and her experience across different sectors of the industry.
How did you get into the rail industry and your current role as Performance Improvement Manager?
My railway career started in 2010, when I took a job as a Station Retailer, thinking it would just be short term. To my surprise, I found myself enjoying the work and the opportunities it offered. I progressed to Station Manager on Merseyrail’s underground network, where I faced many challenges and learned a lot. I also had the privilege of managing Liverpool Central, the busiest underground station outside London.
I will always be grateful for a fantastic female role model who encouraged me to apply for a position as a Guards Manager. She saw potential in me and helped me believe I was right for an operations role even though I was the first person within the company to become a Guards Manager who had never actually worked as a guard.
I briefly left the company for another TOC (train operating company), but it wasn’t long before I came back to the Merseyrail family as a Performance Improvement Manager, this was an exciting opportunity as I was aware this would be challenging role with the introduction of the new Class 777 fleet.
What is keeping you here and is there anything specific you are passionate about in the rail industry?
It’s dynamic and fast paced. No two days are the same. I love the challenges of being a Performance Improvement Manager, investigating all kinds of issues. I am an inquisitive person, so it comes naturally to me to keep probing for answers.
Managing Liverpool Central station is quite a responsibility. What were the most challenging and rewarding aspects of overseeing such a significant hub?
People management was undoubtedly both the most challenging and rewarding part of my role. With so many individuals reporting to me I had to work hard to keep my team motivated and running well, by staying on top of attendance, welfare, and performance. However, it was so satisfying to watch my team flourish.
How did you find transitioning from station management to operations as a Guards Manager?
It was not an easy decision to switch to Operations, as I knew it required a lot of training and skills. I had to go through the same 6 week course as all new Guards and pass the assessments to prove my competence. I also had to familiarise myself with the operational aspects of the railway network, which wasn’t really covered in depth in my previous station’s roles. This gave me a new perspective on the challenges that train crews face every day. The people management aspect was generally the same and colleagues were always helpful, especially when it came to answering all of my questions!
As a Performance Improvement Manager, how do you ensure performance remains a priority across the company?
We hold regular meetings every week, where we review our performance indicators with internal functions and Network Rail. We acknowledge our achievements as well as our areas of improvement. We actively promote working in collaboration with other departments and by openly addressing any limitations, we are able to improve performance and produce Performance Improvement Plans.
How have your distinct roles in the industry shaped your perspective of diversity within the railway industry, particularly in terms of representation for women and ethnic minorities?
I joined the rail industry at a time when it was mostly dominated by men and employed very few ethnic minorities and women. However, I never felt unwelcome or disadvantaged because of my background, everyone has been really supportive and friendly. Merseyrail appreciates the diversity of its staff and the different skills they contribute to the company; they actively encourage Inclusivity and I have witnessed a positive change over the years. It is great to see so many female drivers which was a rare sight when I joined the railway.
What would you say to any young people currently thinking of joining the rail industry?
If you are interested in the railway industry, don't let any preconceptions stop you from pursuing it. You will discover a lot of possibilities once you become part of it. You will learn from your mistakes and grow as a professional. The rail sector values people who have the right skills and attitude and offers them many opportunities to advance in their careers.
What is the best piece of career advice you have ever received?
To grow as a person and a professional, you should never settle for the status quo or get too comfortable in your routine. Seek out opportunities to challenge yourself and learn new skills. Believe in your own abilities and don't be afraid to step out of your comfort zone and try new things. This will help you develop confidence and resilience in the face of difficulties.