When Emma Hitchenor graduated in 2020 with a degree in Marketing, the world was in lockdown, and the job market was uncertain. With limited opportunities in her chosen field, she widened her search and discovered an unexpected opening at TransPennine Express. After navigating a rigorous interview and psychometric testing process, she began her railway career in July 2020 as a Train Dispatcher.
This step into the operational heart of the industry laid the foundation for what would become a diverse and fast-moving journey. In January 2023, Emma joined the London North Eastern Railway (LNER) as a Customer Experience Controller in the Service Delivery Team, based at the York Rail Operating Centre. Later that year, she transitioned to the Social Media Advisor team, aligning her marketing background with real-time passenger communication.
By April 2025, Emma stepped into a brand-new role within LNER as Duty Customer Information Manager. In this position, she manages operational information across multiple channels, including the LNER website, social media, and Customer Information Screens at all LNER-managed stations.
Mastering a host of new systems in such a short time has been a challenge, but one she has embraced wholeheartedly. The role, she says, has broadened the ways she communicates with customers at a time when expectations of train operators continue to evolve.
In early 2025, Emma upgraded her CIRO membership from Affiliate to Associate, marking a significant milestone in her professional development. The decision was sparked by a colleague who had recently upgraded and spoke positively about the benefits. After discussing the criteria with him, Emma realised that her own industry experience was more than enough to support an Associate application. This encouragement, coupled with her desire to grow within the operational railway, made the decision clear.
One of the most valuable aspects of CIRO membership for Emma has been the opportunity to assess her own experience against the POD framework. This reflection has highlighted areas she wants to develop further, whether through shadowing colleagues or utilising online resources. Looking ahead, she hopes to attend CIRO events to expand her industry network and push herself outside her comfort zone.
Emma believes that upgrading CIRO membership is not simply about moving up a level; it’s about taking stock of where you are in your career and where you want to go. Her advice to anyone considering an upgrade is to speak to colleagues who have already made the move. Their insights, she says, can help determine the right timing and reveal how the upgrade could strengthen personal and professional development.
For Emma, being a CIRO member provides a strong sense of belonging within a wider community of railway professionals. It offers credibility in the industry and reinforces her commitment to continuous learning. The resources, events and development opportunities available through CIRO have motivated her to take ownership of her career and explore new ways to build her skills.
Emma’s aspirations for the future include beginning a CIRO specialist training qualification, either an operations management apprenticeship or a Certificate of Higher Education. As LNER is a CIRO corporate member, she feels confident she’ll have the support needed to balance her development with her responsibilities within the Service Delivery Team. She is certain she will continue her learning through CIRO, trusting in the organisation’s reputation for industry-focused training created in partnership with leading professionals.
To anyone starting out in railway operations, Emma offers a simple but powerful recommendation: begin in a customer-facing role or, if office-based, make the time to shadow frontline colleagues. Understanding how the railway operates on the ground, she says, is invaluable in any operational role and provides the perspective needed to make meaningful, informed decisions.
