Charlotte joined ARL in 2017 as a General Manager with responsibility for drivers, stations and performance on what was then known as the East London line. During this time, she launched Night Overground, delivered performance improvements and managed through the COVID crisis. Charlotte was then promoted into the role of Customer Experience Director in 2021 leading the stations, revenue protection, customer proposition, facilities management and infrastructure project teams. During this time, she saw improvements in customer metrics across key measures, and led the team through sustained periods of industrial action to ensure delivery for customers on the London Overground Network. In April 2025, Charlotte moved to the role of Operations Director, leading the driver, control, train planning and performance teams.
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