Head of Customer Development
Strategy and Customer Experience Group
The TTC is pleased to announce the appointment of Arthur Borkwood to the position of Head of the Customer Development Department. The appointment was effective on June 2, 2014.
Borkwood arrives to the TTC from the London Underground (LU). His most recent work included designing, developing and implementing one of LU’s major change programs aimed at making the system more efficient, transforming the ticketing proposition and enhancing the way customer service is delivered on stations and across Transport for London. Key aspects of the program included a new station staffing model, more effective staff deployment, increased staff visibility and a range of significant improvements to ticketing and smartcard services.
Customer Development is a small, and new, department in the Strategy and Customer Experience Group, which will lead the development of customer strategy, fares policy, retail strategy, commuter parking strategy, as well as conduct a variety of policy reviews to ensure the TTC delivers customer-focused services.