Ccxp Matt Mullen

Matt Mullen, CCXP has extensive experience in customer experience and digital innovation. Matt is currently the Head of Customer Systems & Digital Experience at East West Railway Company, where they are focused on integrating physical, human, and digital elements to improve the end-to-end customer journey. Matt's responsibilities at East West Railway Company include stations experience, technology adoption, ticketing solutions, revenue generation strategies, web and app development, and accessibility.

Prior to their current role, Matt held various positions at London Luton Airport, where they played a key role in designing and improving the customer experience. Matt was responsible for customer strategy, information design, and merging physical and digital ecosystems throughout the airport. Matt also served as the Sustainability & Utilities Contract Manager, providing support in waste management, green energy, and fuel procurement. Matt previously held the position of Senior Project Manager, where they delivered strategic projects to enhance customer experience and promote business growth. Matt also has experience as an Airport Duty Manager, Airport Operations Controller, and Security Supervisor.

In addition to their work at East West Railway Company and London Luton Airport, Matt is a Chartered Member of The Chartered Institute of Logistics & Transport International. Matt is also a member of the Industry Advisory Board for Airport Planning & Management MSc at Cranfield University.

Prior to their airport and railway industry roles, Matt worked as a Customer Service Lead at Argos.

Matt Mullen, CCXP, obtained a Master of Science (MSc) degree in Airport Planning and Management from Cranfield University in the years 2013 to 2016. Additionally, they have acquired several certifications, including being a Chartered Member of The Chartered Institute of Logistics & Transport International, an Affiliate Member of CIRO | Chartered Institution of Railway Operators, and a Certified Customer Experience Professional from the Customer Experience Professionals Association (CXPA). Other certifications include "Working with Wellbeing" from NEBOSH, "COVID-19 Business Restart: Airport Experience Management" from Airports Council International - ACI World, "Mental Health and Wellbeing" from Employers Network for Equality & Inclusion (enei), "Managing Operations During Construction" from Airports Council International - ACI World, "Accident and Incident Investigation" from Airports Council International - ACI World, "Aviation Service Excellence While Physical Distancing" from Airports Council International - ACI World, "Customer Experience: Journey Mapping" and "Design Thinking: Customer Experience" from LinkedIn, "APMP - Project Management Qualification" from the Association for Project Management, a Professional Certificate in Management from The Open University, and a Certificate in Health & Safety at Work from the British Safety Council. It should be noted that the obtained month and year are provided for most certifications, except for "Certificate in Health & Safety at Work" and "Health & Safety at Work" from NEBOSH.