Richard Brown BSc MBA FCIRO
Richard is a rail operations and customer service specialist with over 30 years’ experience from front-line to Director level. In 2007, Richard founded North Star Consultancy, rail experts who specialise in bid management, service concept through to operational readiness, the delivery of an excellent customer experience, disruption management and major event planning and air-rail links.
Richard’s career has seen him lead operational readiness teams for the Dubai Metro and the delivery of transport to the London 2012 Olympic and Paralympic Games on the Docklands Light Railway. He has also supported future rail franchises and rolling stock projects, the setup of the Oman Railway Company, bids for the Borders Railway, Crossrail and Thameslink Projects in London and the Doha Metro and Lusail Tram in Qatar. He has also been involved in client-side bid assessment for both private and public organisations. Richard has provided strategic advice to operating companies, airports and airlines regarding air-rail, operations and performance.
Previously Operations and Customer Service Director for Heathrow Express, he led the service from the project phase to one that is globally recognised for its customer service in rail. Whilst in post he project-managed the implementation of Heathrow Connect Service and operational readiness of the Terminal 5 rail station. Prior to this, he had extensive rail experience in leadership roles within train operations companies and Railtrack, including in 1997 as Heathrow Express Implementation Manager where he project-managed the testing, approvals, integration and delivery into service from the infrastructure managers’ perspective.