CIRO is proud to welcome six new Subject Matter Experts (SMEs) into its academic team. These experienced professionals will deliver the rail-specific elements of CIRO’s Certificate, Diploma, and Degree programmes, ensuring that management theory is always rooted in real-world practice. By drawing on their knowledge and lived experience, learners benefit from authentic insights that reflect the evolving challenges of today’s railway.
SMEs are central to CIRO’s mission of keeping qualifications both rigorous and relevant. While course content is regularly reviewed and approved, the delivery of that content is equally important. By bringing in tutors from across the industry, CIRO ensures students gain fresh perspectives, grounded in practical application, enriching their learning journey.
This year’s new tutors represent a breadth of expertise across the sector. Here, three of them share what joining CIRO means to them.
Customer Experience in Focus: Lynsey Flack – Head of Customer Service, Contact Centre and Compliance, Greater Anglia
With nearly 25 years in the industry, Lynsey began her railway career during a tumultuous period following the Hatfield Rail Disaster, facing daunting volumes of passenger complaints. She has since witnessed dramatic changes in how customers travel, buy tickets, and interact with operators.
“I have always worked in the world of complaint handling and customer service, and being able to clearly communicate and be understood is extremely important. Operationally, the railway has always been complex and that will never change, but complaint handling and managing customer experience is equally important and never static.
I am excited to support students in considering how we communicate with customers during disruption, in normal operations, and when projects affect how they access the railway. We are still in challenging times, and passengers are more aware than ever of their rights and operator responsibilities.”
From Student to Mentor: Martin Ward – Martin Ward – Principal Consultant, TXM Consult
Martin has been closely involved with CIRO as a student on both the BSc and MBA programmes and now joins as a tutor with nearly 25 years’ experience across freight, passenger, and consultancy.
“I found both the BSc and MBA courses really interesting and useful. Now, with approaching 25 years in the industry and roles ranging from frontline to leadership, I know I have experiences and knowledge which can benefit others. CIRO has given me a lot, not just qualifications, but networks, contacts, and opportunities like technical visits abroad. Becoming a tutor is my way of giving something back so others can benefit as I have.
My career started as a driver in freight, then as a driver manager in passenger, and later in workforce planning, rolling stock, timetables, depots, and bidding. More recently, consultancy has allowed me to broaden my perspective internationally and across different modes, which I now bring into teaching.”
Expertise in Weather and Resilience: Brian Haddock – Lead on Investigations and Research Proposals, National Weather Team, Network Rail
Brian brings nearly 20 years of experience in weather resilience, train performance, and operational controls, having worked at Route, Region, Operator, National and International levels.
“Becoming a CIRO tutor is an honour for me. Education through knowledge sharing, lessons learnt, research and development is what makes the railway exciting. The industry has always been a hotbed of research, and future rail will need to expand on this to cope with demand, modal shift, and a changing climate.
I have been fortunate to contribute to accident investigations, reviews, franchise bidding, and strategy and policy development. These efforts have changed how the industry plans, prevents, and assures measures to make the railway more reliable, safe, and sustainable. But there is still more to do. CIRO students will lead the future of rail, and it is up to us professionals to provide them with the best foundations we can.”
Welcoming the Full SME Team
Alongside Lynsey, Martin, and Brian, CIRO is delighted to welcome:
Maureen Gallagher MCIRO – Head of Control, Network Rail
Catherine Thompson – Principal Rail Consultant, WSP in the UK
Jill Hazleton ACIRO – Programme Manager (Timetable Change), Network Rail
Together, the team of SMEs represent the depth and diversity of modern rail operations. Their combined experience will help ensure CIRO qualifications remain contemporary, relevant, and firmly connected to the needs of the industry.
By expanding its pool of SMEs, CIRO is strengthening its commitment to developing the next generation of rail leaders, providing students with the tools, insights, and confidence to shape the future of the railway.
