First Bus appoints Customer Service Improvement Director

First Bus has announced the appointment of Elaine Rosscraig to a newly created role of Customer Service Improvement Director.

Elaine joined First Bus earlier this year from the TAS Consultancy. Prior to joining First Bus, Elaine was a Management Consultant with the TAS Partnership and before that, was employed for 14 years as Head of Customer Insight for Stagecoach, managing a central Insight team of 14 staff, with responsibility for various strategic and tactical projects across the UK, USA, Europe and New Zealand. Elaine started her career with Scottish and Southern Energy as a Data and Market Analyst.

Speaking about her new role, Elaine said: “I am delighted to have joined First Bus at this exciting time in the evolution of digital customer service. I’ve joined a really talented and customer focused team and we’ve already made significant progress in advancing a quality First Bus multi-channel customer service proposition which ensures the customer is at the core of the business.

“Our aim is to ensure the business is acknowledged by customers and stakeholders as industry leaders in providing a first-class customer experience.”

Elaine will report directly to Dave Lynch, FirstGroup CIO and Business Efficiency Director at First Bus who said: “I’m delighted that Elaine has joined the business. She brings with her a wealth of experience and is already improving our customer service processes and helping ensure that our customers truly are at the heart of our business. 

“Elaine’s appointment reflects our commitment and determination to improve our customer proposition and encourage more people to travel by First Bus.”