Jennie Rooke

Jennie Rooke is an experienced leader in customer experience strategy, currently serving as Head of Customer Experience Strategy at London North Eastern Railway since June 2018, after holding various managerial positions in the organization. Prior to this role, Rooke managed customer experience programs at Virgin Trains East Coast and has extensive experience in change management and customer experience planning from a previous position at Sage. Rooke's career began at British Airways, where responsibilities included strategic development of multi-site contact center operations, leading various contact center management roles, and driving process improvements. Rooke possesses a Post Graduate Diploma in Human Resource Management from Kingston University.