We Are PoWEr Podcast
The We Are PoWEr podcast spotlights voices and perspectives that need to be heard. With listeners in over 60 countries, this We Are PoWEr Podcast delivers PoWErful conversations that inspire, challenge, and empower... from personal life stories to business insights and leadership lessons.
We share diverse experiences, bold discussions, and real solutions. Whether you're looking for career advice, topical themes, or stories of resilience and success - this is where voices spark change.
We Are PoWEr Podcast
Behind The LNER Uniform: Kindness, Culture And Inclusion On The Railway
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In this episode of the We Are PoWEr Podcast, Simone Roche MBE sits down with Carter Goodby BEM and Paula Bullock from London North Eastern Railway (LNER) to explore what the rail industry really looks and feels like when people are placed at the heart of the work.
From “cake-box kindness” to inclusion networks and leadership in action, this conversation shares how small, everyday choices can shape both customer experience and workplace culture in powerful ways.
Carter and Paula share real stories from the frontline to the boardroom—highlighting how authenticity, visibility, and the right support systems can create environments where both colleagues and customers thrive.
In this episode, we cover:
• What life is really like inside LNER
• Empowering frontline teams
• The role of employee networks and visible role models in driving inclusion
• Leading with authenticity, visibility, and follow-through
• Why systems and processes are key to helping people succeed
• Carter’s British Empire Medal and the impact of recognising ED&I work
• How everyday conversations can open unexpected opportunities
If you’re interested in leadership, workplace culture, diversity and inclusion, or customer experience, this episode is packed with insight and inspiration.
Find out more about We Are PoWEr here. 💫
Welcome And What LNER Means
SPEAKER_01Well, hello and welcome to a very special edition that I have with me today on the couch here in finest Leeds, Yorkshire. I've got the LNER massive. I've got Carter and Paula. Welcome. Thank you. Welcome. Now, everyone will have seen L N E R on the side of a train. Now, starter pretend for any of you watching out there, what does it stand for? And what does life look like at L and E R? Because people will have a perception of what it's like to work in the rail biz, but what is it like?
SPEAKER_03Things just for short, fast pace, fast-paced, um, ever-changing, just good communities.
SPEAKER_00It's the people, the people that make it what it is. Um, you know, we are a people-focused business, our and our aim is to ensure that our customers get the best possible service they can and we sort serve the communities that that we we work through. Um but it's every day's different. Um but it's it's fun as well as hard work. So I think we've got a combination of of every um every aspect, and and really the the things that our our frontline deliver day in, day out are exceptional service to to our customers. So yeah, every day's different, but it's fun and hard.
SPEAKER_01And what does it stand for for all of our viewers and listeners out there? Starter for 10. What does it stand for?
SPEAKER_03So it's London North.
Small Kindness That Sticks
SPEAKER_01Eastern Railway. Oh, look at that. Look at you doing that like a little Jew are you. Now, the people factor is really important, and we've just had the wonderful Nina Hussain uh recording uh in the podcast studio with us, and she's been the host of our awards for the last six years. Now I met Nina at the first ever awards that we did, which was virtual, and she came to a studio uh in Liverpool and we recorded it like it was a proper show. Um and we talked a lot about you know that whole pandemic era, and you know, people were either you know isolating at home or in bubbles, and then actually people like yourselves, you're still having to work, still having to put on a service. Uh, and Nina herself being on uh the telebox and being an uh ITV presenter on the news. She talked to me about an experience that she had, and she said there'd be times so she was travelling down to that there London, um, and it was tough. It was tough on what she was reporting on, and tough on sort of the the experience that she was going through at that time. And she says there were times where she were coming back and there'd be a box. Uh when um she'd literally taken a seat, she'd maybe go to the local back and there'd be a box, or maybe a time she was leaving and there was a box, and it was a little box with a little cake or a little gift in. And I believe that was you, Carter, that left that.
SPEAKER_03It was, yes. Yeah, no, in one of my previous roles, one of my main sort of jobs was to empower or was to be empowered to uh make our customers' journeys a little bit more special. Um, and it was just a fantastic thing to be able to do, and the fact that Nina sort of remembers it now, sort of this many years later, just shows the impact that you can really have working in full front line, supporting supporting uh our customers.
Inclusion Networks And Authentic Leadership
SPEAKER_01And that LNER talks about bringing that passion, uh being bold, and always caring and own it, and that's testament to that, isn't it? You know, um that's really important. And I know as an organization you have various sort of employee resource groups or various connectivities within that um to to spotlight, highlight role models, to create conversations. That's really important, isn't it? LNER, to have that whole sweep of uh different um sort of subgroups within the organization that enable invulnerability to be shown.
SPEAKER_00Absolutely. I mean it gives people a voice, doesn't it? It gives people the opportunity to see people that are in similar roles or or similar from similar backgrounds, have similar experiences. And we've got some great role models across the whole of the business and the industry. And I think it's really important that that we showcase that. And we we are authentic though, we have to be authentic because you know we we need that vulnerability and for people to feel safe. So I think it is a combination of excellent role models, great values that are lived day in, day out. You know, values are are only worth it if we we actually live them. Um and that's really important to me as as well. So I think it's it's key that we we have that across the whole of the organisation.
SPEAKER_01And you talked during uh the pandemic, you were empowered to create, if you like, make someone's day random acts of kindness, but but that uh advocacy of it, and uh you know that that's really important again, isn't it? About um the organization enables that. And you've been a super advocate, haven't you?
SPEAKER_03I have, yes. Yeah, no, it definitely is, and I think it's it's something that we try and install in all of our people, that everybody's got that empowerment to to make a difference, whether that's to our internal colleagues or to our customers that we serve as well. It's just being sort of empowered from top to bottom across the business.
SPEAKER_01And that is that is enabling everyone to bring their whole self to work, isn't it? And I think it I think if you cut from what the conversations I say we've had up front, um I just saw that coming at me was the kind of the people factor, right? And I see that goes right through, right up to the leadership. So it starts at the starts here and it goes right through. That's it. Leadership is really important to you, isn't it?
SPEAKER_00Yeah, and I've always said great people make great journeys, but for our customers, you know, that that's that's what we're doing.
SPEAKER_01You can't just say that as a slogan like that, and a jackal can't just throw that in.
SPEAKER_00Absolutely. Um it's so true, and and I think the example that you you've just talked about, Nina, that that's that's key, isn't it? Well, you just mouth to me. I didn't know about that. No, I didn't, I had no idea, and that that's you know, that's that's great to hear. Um, but yeah, great leaders. We we have to have great leaders, you know. Don't be a don't by be a bystander, we have to lead by example, we have to work with the the organization to understand what's really happening on the ground. You know, they've got the people on the ground have got the ideas, they've got the thoughts, they've got the they they see what really happens day in, day out. So we do need to ensure that we listen and we we care and we we act on that. In quite a demanding organization as well, for from a from a you know, we we've got we've got a commerciality as well. We have to do and deliver, um, but we do need our people to do that because when people feel good, they deliver good service.
SPEAKER_01And you said that as StarCars. So this is a fast-paced industry, you know, it is a it's a high demanding, and it's also you know, it's really challenging times out there at the moment globally. It's it's uh, you know, it's it's it can be really challenging, but how do you ensure that that inclusion is really embedded and kind of locked into the culture, the organization? How do you make it every day?
SPEAKER_03That's tough enough for me. Can I sorry? I was happy to that.
SPEAKER_01You're doing it, it's advocacy every day. You're doing it, isn't it?
SPEAKER_00It's you know, we we we we're visible people are visible, they talk to people, we we listen, we understand what's going on, and I and I think we've got a a plethora of of networks across our business as well. That you're your key carter in in that, and you know, the advocacy there from from your side and and all the the way through, we have exec sponsors for all of our networks, so we care. It's not just about a tick in a box, it's about being authentic and and leading and understanding people because people are at the heart of what we deliver, and we we need that to to transpire.
SPEAKER_03I think that's why I say it's sort of at the beginning, it's quite a hard question to ask because I think it feels so natural within the business, it just it just flows through like with our networks and like the care for the people that we have. It is just a natural flow that we are so lucky to have at LNER.
SPEAKER_01Well, your pause then was a bit like well, well, why wouldn't you? It was a bit like that. It's almost like someone, you may as well say someone, that's a stupid question, right? Because because everyone does it, right? Yeah, but you didn't say it, which is good.
A BEM For Diversity Work
SPEAKER_00I do think, you know, and I've always had a bit of a thing about this. We we can be very inclusive, and we we are, and that's what we drive to do, but we have to ensure that that we've got the systems in place, we've got processes in place that allow people to succeed, because what we don't want to do is is is be very inclusive and and not have that ability to allow people to be the best when they're in the workplace.
SPEAKER_01And I believe you've got a date in the summer coming up, Carter. That's quite exciting.
SPEAKER_03I have, yes.
SPEAKER_01Um, you were awarded the British Empire Medal um for services to diversity and inclusion, weren't you? Congratulations.
SPEAKER_03Thank you very much, thank you.
SPEAKER_01Um so this is in the summer time. Who are you taking with you?
SPEAKER_03So I'm taking my husband with me after one night, yes, after much deliberation. Um but yes, I've taken my husband with me uh in the beginning of May, uh, going to Buckingham Palace, which will be an extreme uh experience.
SPEAKER_01Oh, how exciting! I mean, and how did it feel to because it's quite a big deal. Did you get it? Was it email or was it a letter?
SPEAKER_03So I got it by letter.
SPEAKER_01Yeah. Old school, right? Yes, just stare at it for a while.
SPEAKER_03Well, actually, I it came through the door when I was at work, and my husband messaged me to say you've got quite an odd-looking letter at home. Um he said it's it's it's not like in a white envelope, it's in a brown envelope. And I thought, well, send me a photo of it, and I was like, Oh, that looks interesting. So I was like, right, I'll just try and ignore what it is, wait till I get home. Um I'd say I'm I was in the middle of moving houses, so I thought maybe it's something to do with that or something negative like the tax man. Um, but but but no, it was just a big shock and just such an opportunity, and so so thankful for people to nominate me for that.
SPEAKER_01Well, what does that recognition mean to you and and and has it created a ripple effect across LNER as well?
SPEAKER_03Yeah, I think the recognition, I think it shows the importance of ED9 in our industry. The fact that I've been recognized for it just shows how valued it is. Um, and had so many people reach out to me from LNER and from our external, so from the DFTO and from uh Network Rail to congratulate me on getting that award, and it just shows that that mentality of support across the industry is there. Um, so that's the main thing for me.
SPEAKER_01And does it spare you on to do more?
SPEAKER_03It does, yes. It's goodness help us, Paula.
SPEAKER_00Goodness help us, Carter on fire, let him go, let him go.
SPEAKER_03I think that was the first thing that I thought. I was like, oh gosh, I need to do more now. Like it just shows the importance of it and really reaffirms the work that you've been doing.
SPEAKER_01And is I always think, you know, when someone like yourself, amazing, has been doing an amazing thing, get that recognition. I think it really becreates that energy for other people to think, gosh, what can I do? What can I support? And I think I know you know, often I know I've spoken to people and they've gone, oh gosh, I I feel a bit, you know, oh, I feel a bit awkward, I don't want to take the recognition or whatever, but actually people are really proud of you and they they want to sort of sort of I'm sure the LNR, L and ER massive want to brag about what Carter's done, isn't it?
Mantras, Mentors, And Career Paths
SPEAKER_00We we have done quite a lot, haven't we, Carter? And you're very humble, but uh yeah, lots of congratulations. I'm very, very proud, very proud.
SPEAKER_01Um and Paula, you often uh reference the awesome Maya Angelou, and you talk about it's not about what people say, it's how you make them feel. That's that's something you live by, isn't it?
SPEAKER_00It it really is because you know if I if I look back on situations that I've been in in the past, I don't remember the actual words, but I remember the feeling, and you know, that's really really sticks out with me. Um that can take me back to many examples, but I I felt great in certain certain situations, and I felt not so great. You know, and one of my my mantras also is I I don't I don't want people to feel how I've I've felt before in certain circumstances, so I want people to feel comfortable and and and engaged. So absolutely, it's that that feeling rather than the actual words that you say.
SPEAKER_01And you have, I like your mantra as well. Is it uh it's not rejection, it's redirection.
SPEAKER_03Yes.
SPEAKER_01I love that. Where does that come from, and how does that manifest in in what you're doing?
SPEAKER_03I think it's just showing that you'll always have knockbacks in life, and it's just making sure that you still keep sort of paving through to achieve what you want to achieve, whether that's something personal you want to achieve, or whether that's supporting someone with something, whatever it is, it's just keep going at it, and that if something hasn't worked the first time, just try it a little bit different and and you'll get there in the end.
SPEAKER_01And did you always want to be in the rail industry?
SPEAKER_03No, uh, so I actually came from uh aviation beforehand, and um I wanted to sort of have a little bit of a change up, and my experience was always with the supporting people and and just making people sort of customer service journeys better. So I thought, okay, I'll give it a go and I'll move over to rail. And that was seven years ago now, so I've been here for seven, eight years almost, eight years in uh in a month. So, yes, I've been here for quite a while now.
SPEAKER_01And what about you, Paula? What was your adventure, your career against you to get you where you are now?
SPEAKER_00A life of absolutely but my my whole career virtually has been in the industry in a whole range of different roles and and different parts of the industry. Um, but but yes, I think it was one of those things that I can always remember. Um, somebody said to me, You'll either be there for six months or forever. And I thought, don't don't be ridiculous, I'm not going to be there forever, and I am, aren't I? But but you know, along the way I've had so many great opportunities to really make a difference, to really be involved, and I look back at that that career with with great pride. So it's a fabulous industry, and I think that will only get better as we move into the the Great British Railway because we're bringing our track and train together, so the opportunities are quite endless for people.
SPEAKER_01And you've just almost highlighted that you've it's been almost zigzaggy, and I think you know, people assume sometimes that you've got to know what you want to do right at the start, and then you'll just get on on the train. See what I did there, yeah. I know, shall I go? No. And you're on a track. I need to really start, don't I? Yeah, fire alarm now. But you don't always know, do you? So, what has sort of guided you uh as as you've gone through your adventure, Paula?
SPEAKER_00I think going back to some of the conversations that that we've been having, some great role models, some great mentors that have supported my development, seen some potential in me, pushed me out way out of my comfort zone along the way, and and helped me succeed. But it's the passion of people again. You know, I'm I'm very curious. I like to understand people and to know why they do what they do and and how that that people focus makes the difference to people. So it's been a combination of of support, as I say, great role models um and opportunities, and being not afraid to push yourself and and maybe fail, but but actually get yourself up and and start again.
SPEAKER_01I'm always a big fan of the phrase, you know, if you've never failed, you've never tried, right? So sometimes even on your zigzaggy thing, you can try things and you can be a bit like, you know what, eek, not quite for me, but I tried it, and I'm gonna go and put that energy into something else. And you've been frontline, I have uh, and now very much in the the talent, you know, in the talent and uh uh space.
SPEAKER_03So now I'm um a people business partner uh within within LNER, but yes, yeah, started off as frontline. And if you asked me five years ago what a people business partner was, I wouldn't have been able to tell you. Never mind.
SPEAKER_01Part of what is a people business partner?
SPEAKER_03I support our leaders to support their people, so that's a nice simple way of sort of putting the role.
SPEAKER_01See, easy, easy. And Paula, how do you describe what you do every day? Because you've picked up so much knowledge and experience, haven't you, along the way, that everything will multiply and go into every role you do.
SPEAKER_00So I I think I I'm part of helping develop a culture that impacts millions of people. So we've we have millions of customers across the you know that across the network, and I I I really value the fact that I am part of helping that that culture, helping our people do deliver the great things that they do every day, making sure that we're legal, making sure that we're compliant, and and really changing people's experience on our network.
SPEAKER_01And if you could give one piece of advice to organisations out there, because nobody's there, are they? Everyone has their their own, you know, sort of way that they're running in um, whether it's through culture, whether it's through clu inclusion, opportunities. But if you've got a piece of advice to give to an organization there that is trying to move from intention, I really want to do this, to action, no matter how small it would be, what would that be? What that one piece of advice to pass on?
SPEAKER_00I think think where you are, think where you want to get to and be realistic along the way.
SPEAKER_01And who were your role models? We've talked a lot about people and role models today, but who was that role model for you when you were growing up?
SPEAKER_03Um, mine was to not be too cliche, but my mum was my mum. So I my mum was just my mum's just incredible, and just seeing her do everything at work and then everything at home and sort of managing everything is just yeah, that's my mum's always been my role model.
SPEAKER_00I love that. I can't copy that. You can't call this I can't, can I? My mum was amazing as well. Um if I think in the work context, I um that there was one old boss, gosh, years ago, and she was scary. She really was scary, but she made me a a bit of who I am today, um, because she was scary with intention and with with love, and that really did help me because I learned so much from her from a professional point of view, from an inclusive point of view, because she wanted to showcase people and help them be who they needed to be.
Who Would You Sit Next To
SPEAKER_01No, I've got a question for you now. So you're about to board a long train journey. I know you couldn't plan this, could you? Um, and who are you gonna be sitting next to? Because it's a big journey, right? Who are you sitting next to? And part B to the question what snack are you sharing?
SPEAKER_00Well, I'd like to sit next to somebody who A wants to talk to me, B is interesting, will have fun with me. Um, but he's very different to me in terms of what I do, my upbringing. So really somebody who will share their story, will have a laugh, but I can learn from, I can and I can be curious as well.
SPEAKER_01You're developmental on your train journey. You're trained mentoring, aren't you?
SPEAKER_00And again, uh this this is slightly um off the um pieced, but I met somebody ten years ago on the train, and very different to me, very different age brackets, and we chatted and we chatted and we chatted, and she's now my hairdresser ten years on, so yeah, absolutely.
SPEAKER_01I met James Timpson, you know, Timpsy Shoe Shops on a train once, and it was after a conversation with James Timpson that I created the Northern Power Women Awards. Oh wow, ta-da! See?
SPEAKER_03That's incredible what you can get from just a transverse.
SPEAKER_01Gotta be right, James? Free publicity. Carter, what about you? Oh, and what's your snack?
SPEAKER_00Well, I've got a bit of an obsession with apples, so I'm gonna go on the healthy side and I I love an apple. I'll have about two. Healthy, have about developmental. So three, three apples.
SPEAKER_01Carter, I feel yours is a bit different.
SPEAKER_00I don't know if they would share it with me, but they might have something different.
SPEAKER_03I'll definitely have a different snack. Um, but no, I think uh someone that I can take something away from the conversation, so someone that I can learn from on the train, and I think a bit like um like Paula mentioned, I can think of sort of three or four people that I've met just by sitting on a train.
SPEAKER_01Oh, because you've got a bank of four seats though. Okay, yeah, yeah.
SPEAKER_03Of course, of course, that I still talk to now. And sort of you mentioned just a second ago that you mentioned uh that you met someone on there that inspired you to start sort of start what you're doing now. And I met someone four years ago, three and a half, four years ago on the train called Vicky, who we started talking, and she's probably the biggest inspiration for me getting into supporting Women in Rail, which is sort of our industry women's network. Um, and I still talk to now, and I go around sort of once a month, once every couple of months to go and visit. So I just think the connections that you can make while you're traveling on the train and the inspiration that you can take while you're traveling on the train from people is is just it's crazy, really. It's beautiful.
SPEAKER_01Well, and and I also particularly like travelling across the trade, across the north, because everyone will talk. Everyone will talk. I particularly like the Friday evening trains. I know our train from um Leeds to Liverpool today will probably be Hennenstag Central, but you know, it's different types of different types of conversations, but you never know. I you know, sometimes it's it's sometimes it could be a workspace, can't it? That train environment, you want the silence. Sometimes it's uh, you know, you just happen to chat with someone and before you know it, you've created a I've had many of those. I've had so many crazy conversations. It is it almost is that you talked about safe space at the start, Paula. And I think it's creating that safe space to to have those conversations and be maybe giving cakes on the way if Carter's on your train.
SPEAKER_03Um yeah, I won't be having apples on my train. No. Thank you.
SPEAKER_01Now I have one final challenge for you. Are you up for it?
SPEAKER_03Yes.
SPEAKER_01Oh yeah? Look, the look going, yes. I never not sure with slight reservations. In front of you, there is a power jar. Okay. What could possibly be in the power jar? In the power jar is a question left by a previous guest. Now, would you like one each or would you like to share a question?
SPEAKER_00Well, should we have one to start with and then we might end up with a meaningful?
SPEAKER_01You you're literally hedging your back. Oh, look at this. It's like teamwork, isn't it?
SPEAKER_03Teamwork. We are in sync. We are in sync. Oh, okay. We can't look at the other one.
SPEAKER_01Yeah, don't look at it. Okay, go on, Carter. What have you got?
SPEAKER_03Right, so we have got what's a small thing uh that reliably makes you happy even on a busy day.
SPEAKER_02Snacks.
SPEAKER_03So for me, colleagues, colleagues, uh, if we're talking about work, it's colleagues. The team that I work with are just fantastic. No matter what mood I go into work, they'll always bring me up. Um so yeah, so for me, it's it's my colleagues, it's people that I work with.
SPEAKER_00So I've I've got a couple then, I I guess.
SPEAKER_03Yeah.
SPEAKER_00It's see my my granddaughter, because that just melt melts me. What's her name? Nora. Nora. Yeah, so that just melts me and it makes everything okay all again. Um and the second one is I love the gym. So my hour in the gym in the evening, just that balance and it takes away everything that has been negative during the day.
SPEAKER_01See, but it all comes down to people, doesn't it?
SPEAKER_00It does. Cause are you going for that song then? I think you look you're into it now, aren't you? Part into the jar. No, no, I don't like that one. Give it to Carter. That was a food treat one again, so we'll move off that one.
SPEAKER_01You go Paula's going rogue now. Oh yeah, I'm sorry.
SPEAKER_03Hopefully we like this.
SPEAKER_01Put the other one back in. Not the one you just had, but it's okay. Go on, Paula. What did you get?
SPEAKER_00What's something you you're oddly loyal to? A habit, a routine, or a thing? You're gonna say the gym, right?
SPEAKER_02Oh, so it could be habit, a thing.
SPEAKER_00Or routine.
SPEAKER_01So my I tell you what mine is. We have a team step counter and every day I will make sure I'm doing my steps in it so that we can all see what each other doing. So because it like motivates each other, even though a lot of the time it's just left to me and my husband Rob to count our steps. But I'm loyal to it because I feel like it it motivates you to go to that and do those steps every day.
SPEAKER_00Mine mine's similar because if I don't go to the gym, my ro routine is a quick walk around the block at home um before after dinner. So yeah, it's fitness, fitness related.
SPEAKER_03Mine's quite um quite a different one, really. Um, just making sure I always have sort of a five-minute download with my husband before I go to sleep. Whether it's whether I'm working away or whether he's out while I'm going to sleep because I'm up early in the morning, it's just having that five-minute download and just offset and things like that at the end of the day is for me.
Closing Thanks
SPEAKER_01I absolutely love that. I love that. Carter, love you, Paula. Thank you so much for coming. Have the best day at the palace.
SPEAKER_03Thank you very much.
SPEAKER_01Almost a magical day. And I know all your LNER gang will be cheering you on. They'll probably be outside the palace railings with me with flags. We hot Carter flags.
SPEAKER_00We'll get those done.
SPEAKER_01But thank you. Thank you so much for joining us today. Thank you for bringing all your stories, all your snacks, and all your wisdom and guidance. Thank you so much for joining us today on the pod.
SPEAKER_03Thank you very much for having us.
