Ashley Bray

Said the following about Dan Pearce:

“Dan has a relentless approach to improvement and pushing the boundaries. Whilst Dan respects rules and historic reasons for the way we do things, he constantly looks for areas of improvement and offers a way forward.

Dan does not shy away from difficult conversations, whether they are with his direct reports, his colleagues, delegates, or the wider business. Dan takes time to look deeper into the way things are done to identify where it needs improvement. Dan will engage with others to gain their opinion and insight before making his informed decision. Dan will share his thinking widely to gain support and then make the change happen.

Within my role Dan has re-written courses, designed new courses, changed processes, and helped others to change the way they work along the way.

Dan’s inquisitive mind means he constantly wants to learn something new and then do something with that knowledge. Dan is passionate about the company vision and values and is constantly asking why and offering ideas, he does this with an open mind, generating interest from others. Dan has approached other areas of the business to find out how they do what they do to recognise the impact that has on the customer, he will then offer insight into where we need to get to and share ideas/experiences.

Dan challenges his delegates, not accepting poor behaviours or attitudes. Dan does this with sensitivity and is very clear with delegates what it means to live the values in GWR. Dan will feedback exceptions to line managers, so they are more informed about their new team member.

Supporting the team’s objectives and taking the lead to support others with theirs has helped the team to achieve the level of delegate and stakeholder satisfaction, showing the business that the team delivers on its promises, is at the forefront of innovation, and delivers for the business.

Dan shows day in, day out, that he is supportive. Dan will always respond to his team members, helping solve issues as they arise. Dan remains in contact with his team even when he is off site, on annual leave and rest days. Whilst this is not expected, Dan wants to be there for the team to ensure they have the help they need.

Dan is leading the smart ticketing project within L&D, where he has started working closely with the Sales and Marketing team, sharing the materials his team are developing, testing out their processes and engaging in the development of the smart ticketing scheme when he has the opportunity to do so, supporting the wider business goal rather than just his own objective.

Committed to Our Customers – Dan will always offer to help our colleagues to deliver for our customers. Dan has helped out at many blocks, where there is a big impact on the customer journey, many of which were at the weekends. When Dan joined my team, he left Bath Spa where he had co-ordinated the major blockade. When the next block last year took place, Dan went back to support the team, sharing his experience, to ensure the customers had the best experience possible, which impacted on his personal time with his family.

Dan delivers customer experience training within my team with enthusiasm and pride. Dan makes it his personal mission to learn every name of those attending corporate welcome training, numbering up to 50 delegates! He does this to show how a personal approach makes a difference to how our delegates feel, and links this to the messages within the training.

Dan has helped out on train many times, to support the on board crew or covering the journey where there is no crew available – there is no question, Dan will always do what he can to give customers the best experiences when travelling with us, demonstrating to others that this is the way we do business in GWR – Dan is the epitome of a Great Experience Maker.

Dan has worked with teams in the business to achieve an objective. Dan recently led the planning and implementation of the development for Heathrow Express colleagues joining GWR. Dan attended meetings, conference calls, and responded to the needs of the project team and Heathrow Express. Dan took this on as an additional activity to his workload, as he is passionate about our corporate welcome offering.

Dan has supported other key work-streams by working with the business, engaging in them in the development and decision making and sharing the work as it progresses to ensure it is shaped with their input and lands in the business as it should, this has included Corporate Welcome, Guards Standards, Star Mobile, and the Princes Trust.“