Human capital

Grant Shapps And Eric Tromans 2021 Values Award 1

Our ambition is to be the place to work in mass transit

Aim (the NX Difference)

To deliver our ambition we target:

  • industry-leading employee satisfaction scores;
  • Investor in People status (or equivalent) in each division;
  • a ‘Best Place to Work’ credential; and
  • recognition as the industry leader in equality.


Approach (the NX Promise)

We firmly believe that delivering our Vision and Purpose is only possible if National Express is a good place to work. We recognise that our workforce is our greatest asset and we want each of our 48,000 employees to reach their full potential and to give their best. By investing in and rewarding our people appropriately, and engaging with them in strategy, we will continue to grow and succeed.

We recognise the value of a diverse and inclusive workforce which reflects the communities we serve, and have a clear strategy in place to increase our diversity at all levels.

Progress during the year

In 2020, we refreshed our Group diversity and inclusion strategy to promote further diversity and greater inclusion across the whole business. This strategy set 1, 3 and 10 year targets for which each division has developed detailed and measurable plans which reflect the shape of their workforce. In the UK, this work will progress in 2021 using the Stronger Together strapline. Similar initiatives are being progressed in the other divisions.


As a consequence of the pandemic, many people were furloughed as services were halted. For those who continued to work there were new health and safety measure to adopt. Due to the unprecedented situation, we focused more on wellbeing in the year, increased the frequency of colleague communication and promoted the use of the Employee Assistance Programme in North America and the UK and the ‘ALSA Helps You’ facility for ALSA employees. We also introduced more frequent surveys to assess the wellbeing of colleagues and identify concerns. More details on how we supported our employees are included in the Safety & Environment Committee Report.

We continue to operate fair pay structures which reflect the markets in which we operate. The Group has a long-standing commitment to pay the higher real Living Wage in the UK and in other countries to pay at least 10% above the prevailing national minimum wage.

Being the place to work

Committed to paying the Living Wage

National Express was the first UK private transport group to become an accredited Living Wage Foundation employer. 

Case study
Nxwm Living Wage Bus And Eileen Whitmore 2 (1)
Our commitment to our people

Delivering on our Vision and for our customers is only possible if National Express is a good place to work. 

Our commitment to our people includes:

  • We will ensure that all of our employees are treated fairly, offered equality of opportunity and we will promote diversity
  • We fully recognise the right to organised representation of workers
  • We have a zero tolerance approach to harassment, victimisation or bullying
  • We encourage and promote an optimal working environment for all of our employees
Gender Pay Gap

In accordance with the Equality Act 2010 (Gender Pay Gap Information) Regulations 2017, National Express is required to report annually on the gender pay gap.

Gender pay gap report
Case studies

Find out more about what we're doing to become a place people want to work.

Sustainability in action

Social capital

Improving the accessibility and affordability of public transport is central to our business.


Our ambition is to be the leader in every market we operate in, trusted to deliver service excellence, consistently.


Our aim is to be the world’s greenest mass transit operator.