Chief Customer Experience Officer

Massachusetts Bay Transportation Authority   •  

Boston, MA

Industry: Transportation Services


11 - 15 years

Posted 295 days ago

This job is no longer available.

uties & Responsibilities

  • Creates a single unifying customer strategy to ultimately improve customer acquisition, retention and ridership.
  • Works with all internal Operations leaders to ensure buy-in and support for all customer focused initiatives.
  • Develop strategic partnerships throughout the customer and business community to ensure all customer experience initiatives will meet the needs of the many areas the MBTA services.
  • Act as voice of the customer at all MBTA Leadership meetings and provide customer view point for all future MBTA strategic initiatives and decisions.
  • Direct internal initiatives focused on enhancing the customer experience by collaborating with Director of LEAN Strategy to develop process improvement programs.
  • Provides overall leadership for all Customer Experience departments including Call Center, Customer Marketing, and Customer Process Improvement with 6-7 direct reports and an additional 3-4 indirect reports.
  • Regular user of MBTA or other transit system over an extended period of time.
  • Organize, coordinate, and improve all aspects of customer communications, marketing, and technology.
  • Improve customer communication across the delivery spectrum including wayfinding and signage, T-alerts, website, mobiles, press shop, and marketing efforts.
  • Develop strategies that make use of multiple platforms and technology for delivering real-time data and messaging to customers in stations and on MBTA vehicles.
  • Ensure that effective customer communication and wayfinding are considered in all projects or changes that will affect the MBTA customer experience.
  • Develop and implement Key Performance Indicators to best measure performance of customer facing programs and processes.
  • Conduct forecasting and analysis of customer demographic and ridership trends for future initiatives.
  • Build, manage and identify opportunities to bring entirely new experiences to the market.
  • Perform other duties that may be assigned.
  • Communicate effectively with customers, vendors, and employees.
  • Available to work all shifts and locations as assigned or directed.
  • Available to work as per assignment by the MBTA twenty-four (24) hours per day, seven (7) days per week as directed by supervisory personnel for  severe weather conditions, emergencies or any other circumstances that may potentially impact service or the safety of service.
  • Adhere to the rules, regulations, collective bargaining agreements (if applicable) and policies of the MBTA including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.

Minimum Requirements/Qualifications

  • Bachelor's degree in Business Administration, Marketing or related field from an accredited institution.
  • Ten (10) years of experience in one or more of the following areas: Finance, Sales, Operations, Marketing and Customer Acquisition/Retention/Satisfaction.
  • Five (5) years of experience leading a department in a related field.
  • Demonstrated ability to utilize various process improvement methodologies to create and enhance existing customer transactions and experiences.
  • Demonstrated ability to influence and create consensus with all levels of employees and external customers.
  • Excellent organizational, analytical multi-tasking and time management skills.
  • Ability to provide internal and external customers a courteous and professional experience.
  • Proficiency in Microsoft Office Suite.
  • Ability to work with a diverse workforce.
  • The ability to pass a background screening and the MBTA's drug and alcohol screening.
$113K - $151K