Sr. Director, Customer Experience & Performance Management

Scope:

The Sr. Director of Customer Experience and Performance Management will lead the GCRTA  customer experience and performance management strategy development, strategy implementation, innovations, and cross-agency coordination efforts aimed at enhancing agency performance and the customers’ experience while ensuring alignment between GCRTA’s Strategic Plan, key strategic initiatives, tactical plans, budget, and Success Outcomes.

The Sr. Director will lead the performance management program, TRACTION. TRACTION is our roadmap for driving strategies to improve performance.  TRACTION integrates four (4) Success Outcomes: Customer Experience, Community Impact, Financial Health, and Employee Investment, to deliver superior customer experience, including the project management of third-party data management services. The Sr. Director will lead quarterly customer experience surveying/reporting and other customer data-gathering activities. The Sr. Director will also lead the semi-annual community value surveying/reporting and other community data gathering activities. The Sr. Director communicates the overall status of customer experience and performance management monthly, quarterly, and annually to employees, department heads, executive leadership, internal and external stakeholders (public), and our Board of Trustees.

The Sr. Director will leverage skills and abilities for mapping the customer journey and identifying ways to improve the rider experience for current and future customers.  The Sr. Director serves as the customer’s advocate, internally and externally for GCRTA.  The Sr. Director is responsible for fostering an understanding and appreciation throughout the agency of the customer’s journey; understanding the customer and communicating customer trends and priorities; and improving the customer experience throughout the agency and across all service modes (Bus, Rail, BRT, Paratransit, Trolley). The Sr. Director will identify and develop all culture, process, and efficiencies for the customer, and lead/develop teams tasked with delivering positive customer experiences that impact our organization and speak to our current mission and vision.