Matthew

Matthew Leed is an experienced professional in customer service and experience management, currently serving as a Train Manager and Duty Customer Experience Manager at London North Eastern Railway since January 2022. In this role, Matthew has successfully led the implementation of Passenger Information During Disruption (PIDD) compliance to ensure that customers are consistently informed throughout their journey, enhancing overall customer satisfaction. Additionally, Matthew has managed the LNER customer plan during disruptive events to facilitate customer travel. Previous experience includes positions as a Customer Experience Host and Customer Solutions Representative, where Matthew excelled at transforming negative customer experiences into positive resolutions through personalized service and effective communication. Prior to joining London North Eastern Railway, Matthew worked as a Sales Assistant at Police Lifestyle from December 2020 to December 2021.