Job Description
Overview
The Customer Experience Expert plays a key role in enhancing passenger satisfaction across the metro network during its Operations & Maintenance (O&M) phase. This role focuses on improving the overall customer journey by analyzing passenger feedback, identifying service gaps, and implementing customer-centric initiatives. The position requires close collaboration with operational teams and stakeholders to ensure high-quality, consistent service delivery. The Customer Experience Expert is responsible for driving continuous improvement in customer satisfaction through data-driven insights, engagement programs, and service optimization strategies.
Your role
- Identify service gaps and implement initiatives to enhance customer satisfaction
- Analyze passenger feedback, complaints, and survey data to identify trends and improvement areas
- Optimize service delivery across all customer touchpoints for consistency and quality
- Develop and monitor customer experience metrics and KPIs
- Collaborate with O&M Contractors and internal teams to align service standards with customer expectations
- Recommend improvements to enhance passenger experience and service quality
- Support the design and execution of customer surveys, feedback systems, and engagement programs
- Ensure timely resolution of customer issues and continuous improvement in response mechanisms
- Monitor service performance and ensure adherence to customer service standards
- Prepare reports and insights for stakeholders and senior management
- Promote a customer-focused culture across operations and service teams
About you
- Bachelor s degree in Customer Relations, Business Administration, or related field
- 10 15 years of experience in customer service management or customer experience roles
- Experience in transportation, metro, or infrastructure sectors (preferred)
- Strong analytical skills to interpret customer feedback and service data
- Experience in developing and managing customer experience KPIs and reporting
- Excellent communication and interpersonal skills
- Strong problem-solving and decision-making abilities
- Ability to work collaboratively with cross-functional teams
- Proficiency in customer feedback tools, reporting systems, and analysis
