Case Study: Waqas Mahmood Unlocking Operational Insight with the CIRO POD Framework
Background and Role
Waqas Mahmood has been a Customer Welcome Host at Nottingham Station with East Midlands Railway since September 2018. In this role, he is often the first point of contact for passengers, ensuring they feel safe, informed, and supported as they move through the station.
From assisting customers with accessibility needs to managing high-footfall periods, Waqas approaches every interaction as an opportunity to improve the passenger experience.
A key part of his role involves acting as a vital link between EMR Control and customers during both planned and unplanned disruptions. In these situations, accurate, calm, and timely communication is critical. Waqas takes pride in providing clear, realtime information that reassures customers and helps them understand what is happening and why.
Before joining EMR, Waqas worked as a Travel Officer with Nottingham Trams, developing strong customer service and operational awareness skills. Earlier in his career, he served as a Constable with the Punjab Highways Patrol in Pakistan, an experience that reinforced his commitment to public service, safety, and community support. Together, these roles have shaped him into a resilient, customer-focused professional with a growing passion for railway operations.
Understanding the Railway Industry
While Waqas had a strong grasp of the customerfacing side of the railway, he became increasingly curious about what happens behind the scenes. Questions around disruption management, operational decision-making, contingency planning, rolling stock utilisation, and authority structures sparked a desire to learn more. This curiosity became more focused when he completed the POD Self-Assessment on the CIRO website. The results highlighted the depth and complexity of railway operations, making it clear that there was far more to understand beyond front-line delivery. Rather than being discouraging, this insight motivated him to explore the industry at a deeper level.
Discovering the CIRO POD
Waqas had long wanted to build his knowledge of railway operations but was looking for a credible, industry-recognised route to do so. Discovering CIRO
14 CIRO | Bulletin 57