Transport User Voice July 2024 – Meet Natasha Grice

05 July 2024

Transport Focus, Director of Rail

Natasha started her career in aviation as a Flight Attendant on short-haul flights with Britannia Airways before moving to long-haul with Virgin Atlantic Airways. This sparked her passion for travel and customer experience.

She has focused on both customer and people throughout her career. She was a part of the Executive Team at Virgin Trains for four years as Executive Director People and Culture and as Executive Director Customer Experience.

“I want customers to feel they are cared for and looked after when using the transport system. I also want the same for colleagues working in the sector. There are so many talented people in the industry who are passionate about what they do, and we need to ensure they feel cared and looked after too,” said Natasha.

Natasha joined Transport Focus in 2023 from Chiltern Railways where she was Interim Head of Customer Strategy.

“After working in Train Operating Companies for over twenty years, I wanted an opportunity to influence what it feels like for people and customers at an industry level.

I also wanted to broaden my transport industry knowledge and Transport Focus looks at people’s experiences across different modes like buses and roads. On a personal level, my dad was a bus driver and must have inspired me on some level to get into transport as it has been the bedrock of my career,” said Natasha.

Natasha’s role at Transport Focus now involves leading the directorate for rail, communications and public affairs.

“I am so excited to work with the team to develop our communications and stakeholder proposition. We have also just finished producing a three-year business plan that has recently been published.

I love working with people and I have been so impressed at the care that colleagues have and the want to do a good job for transport users.

A recent highlight was the public board meeting in Birmingham. It was the first one I have attended since being in post and I felt proud to represent Transport Focus in that format,” she said.

One final piece of advice from Natasha was:

“If you are thinking about a career in the transport industry, do it… you won’t regret it!”


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