Functions within the Service Optimisation and Customer Engagement division, which include strategic planning, network planning and optimisation, and customer operations, will be integrated into the Finance, Operations, and Marketing divisions, respectively.

The company will also integrate the strategy and operations functions previously led by Scheib into the business, creating what NS describes as “efficiencies and closer alignment among teams.” The moves include:

  • The Strategic Planning department will move to the Finance division under the leadership of Mr Mark George, executive vice-president and chief financial officer. This move aligns strategic planning with the newly created Financial Planning and Analysis group, further strengthening the company’s capabilities for rigorous analysis, robust metrics and systematic competitive benchmarking.
  • The Network Planning and Optimisation department, which played an integral role in developing and successfully rolling out the TOP21 precision scheduled railroading operating plan, will become part of the Operations Division. The team will continue to identify and drive operating efficiencies under the leadership of Michael Wheeler, executive vice-president and chief operating officer.
  • The Customer Operations department will become part of the Marketing division under Mr Alan Shaw, executive vice-president and chief marketing officer. This more closely aligns the groups that proactively engage with customers, enhancing the company’s ability to deliver a best-in-class experience and exceptional customer service.

“With our strategic plan firmly established and producing results ahead of schedule, now is a good time for me to start a new chapter,” Scheib says. “It’s been a privilege to be part of NS’s successful transformation, as CSO and before that as chief legal officer, and work alongside the best employees in the industry.”

“With John’s leadership, our team has driven significant improvements in efficiency and service through our TOP21 operating plan,” says NS chairman, president and CEO, Mr James A. Squires. “On behalf of our board and management team, I thank John for his many contributions to Norfolk Southern during his 15 years with the company.”

“This new structure positions Norfolk Southern for continued success as a faster, smarter and more resilient company,” Squires said. “We are achieving further cost savings, enhancing collaboration and increasing operational efficiency, all while maintaining superior customer service.”