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Toby Radcliffe, Customer Proposition Director at Virgin Trains

Toby currently leads Customer Proposition at Virgin Trains. He is passionate about putting customers first and delivering a world-class travel offer.

Toby has been Commercial Director for Bookatable, professionalising and commercialising the customer facing organisation, and has led Strategy & Planning at EDF Energy. There also held digital, proposition and experience roles, designing new products and redesigning core customer journeys (in all channels), promoting customer self-serve and driving infrastructure change to support this. Prior to this, Toby worked on restructuring EDF Energy’s Mission and Ambitions to put sustainability at the heart of the company, internally branding and launching these to the 15,000 strong workforce.

Previously a professional ironman athlete, Toby competed internationally in long distance triathlon and ultra-running events. As a sponsored athlete and brand spokesperson, Toby has promoted awareness of his sponsors’ products and raised awareness of sustainability issues in sport. In his former life as a sustainability and business consultant, Toby’s specific interests were in creating lasting behavioural change and driving value creation – financial, social and environmental. Toby brought sustainability in sport to the mainstream with the first of its kind sustainability accreditation for sporting events in the UK, took the ParalympicsGB team to Gold accreditation for sustainability in time for 2012, and promoted sustainable lifestyle change through events such as Birmingham’s “Race Against Climate Change” half marathon. He also worked with companies, VCs and investment funds specialising in sustainable technologies to look at planning, sizing opportunities and investment analysis.

With Masters degrees in Financial Economics, Sustainable Development and Natural Sciences, and a broad background, Toby brings experience and skills from multiple sectors to his view on how to relate to customers, how to instigate and sustain behaviour change, and how to align corporate and social value.