London North Eastern Railway

Expected

Under the fresh vision of innovative leadership, LNER’s Learning & Development team aimed to create the best onboarding programme in the industry. Their previous five-day induction was designed to cover all roles, but over time, the content had become too generic. The goal was clear: transform the onboarding experience to make it role-specific, engaging, and aligned with LNER’s customer-first culture.

Delivered

We partnered with LNER to completely revamp their onboarding programme. The new three-day experience focused on the entire customer journey, providing recruits with a deep understanding of LNER’s operations. Core areas like communication skills, safety, safeguarding, and customer service were seamlessly integrated into each stage of the programme. By focusing on practical, role-relevant content, attendees gained a clear view of how their actions impact the wider business and learned how to effectively handle customer challenges from boarding to departing the train.

Exceeded

Nominated for three learning excellence awards, our new programme boasts a 40% speed-up in competency attainment. 96% of attendees found the entire induction enjoyable (not often you hear that), and 96% said they understand how LNER works as a business.

• +49% increase in confidence to start new role following induction
• +72% increase in relevance to user role
• +31% increase in understanding of business operations and role

Working with LNER, we turned induction into excellence.