Marcia is the Head of Customer Services for London Underground’s Northern Line and she had a varied and interesting career in both rail operations and Customer Services.  She joined London Underground at the age of 18 in the grade of “Railman” on the Bakerloo line, before progressing to a Train Guard where she first developed her love of interacting with customers. After a short career break to have a family, Marcia returned cleaning toilets due to no flexible working being available, before achieving the grade of “Rail-Woman” (woohoo – progress at last!).   

Following a stint as a Revenue Control Inspector, despite being told that my dyslexia would hold me back, she refused to listen and soon landed a job as a Duty Station Manager, before moving on to the Northern line. Marcia always like to challenge, not only myself, but the perceptions of others, so she began her next ambitious move to the Group Station Manager (GSM) role. Although it took me 10 attempts at a successful application, that determination to succeed has stood me in good stead.  After becoming GSM at Morden,  Marcia then progressed to a variety of senior roles including Performance Manager, General Manager and finally Head of Customer Services on the best performing line – The Northern Line!  

Marcia is extremely passionate about helping women to strive in our transport industry, which she achieve through personal mentoring and have had some great success stories. Marcia also very passionate about diversity and inclusion and she is proud of the work she have started in making TfL a more diverse and inclusive place to work, and one that is representative of the city we serve and in service of our Mayor’s current strategy; to provide a transport network that considers and balances the needs of all Londoners.  Marcia has created safe spaces for our colleagues to open up about the isms they face both in and out of the workplace, a vital step on the path of stamping out inequalities that exist within our business.   

I am also TfL’s lead sponsor for the White Ribbon Accreditation, aiming to eliminated male violence against women. We have just started a really important journey, and I’m proud to lead on it’s delivery.