James Gough

James Gough serves as the Customer Operations Director at Transport for Wales since April 2023, providing strategic and operational leadership for rail stations and bus interchanges. Previously, James held various roles within Transport for Wales, including Head of Bus Franchising and Head of Contact Centre, focusing on customer experience and stakeholder relationships. Prior experience includes positions at Tesco, such as Regional Manager for General Merchandise and Senior Operations Manager for the Contact Centre, where James introduced award-winning customer service strategies and enhanced operational efficiency. James holds a BA (Hons) in Business Studies from Nottingham Trent University and has a strong foundation in customer service, operations management, and strategic program development.