“Both Stephen Lumb (Interim Head of Performance) and Mike Zaloga (Interim CRM Senior Customer Project Manager) brought energy and enthusiasm to drive the change required at Southeastern. They did this through excellent stakeholder engagement which enabled them to understand the needs of the business, as well as the capability to change at the necessary pace. Their experience and ability to flex, to suit the sector challenges was invaluable, ensuring they took people with them on the journey whilst robustly challenging the status quo. They quickly built confidence in the Executive team by delivering against their plans, as well as giving visibility of potential issues and risks. They also built confidence in the delivery teams by actively listening to and acting on feedback, and doing what they said they were going to do. Colleagues have felt involved and engaged throughout the programme which has encouraged ownership and accountability throughout the organisation. Southeastern has extended Mike’s contract to ensure we retain the energy, enthusiasm and commitment needed to create sustainable improvements in what we do and how we do things.”