Customer Experience Director, Information (9247)

Customer Experience Director, Information (9247)

The Southeastern Pennsylvania Transportation Authority (SEPTA) is the sixth-largest transportation system in the U.S., connecting communities across a 2,200-square-mile service region. SEPTA is at the forefront of innovation in the transit industry, ensuring reliable and efficient services while driving economic growth in the Philadelphia region.

We are seeking to hire candidates for our Customer Experience Director, Information (9247).

Overall Description

Directs the development, implementation and management of standard processes and procedures to maintain a clear service communications program across all media. Leads and manages projects and initiatives to implement improved service communications. Sets strategy for service communications related to ongoing service disruptions and is responsible for establishing and maintaining an intuitive experience across the transit systems through comprehensive service communications program of customer information standards that will be incorporated across all static and digital media, including in stations, at bus stops, and other customer-facing facilities. Responsible for ensuring a positive customer experience by providing information to riders in the right places and at the right times, reinforcing SEPTA's Image / Identity and leading activities that enhance and reinforce the Agency's role as a provider of transportation services that enable economic growth and equity throughout the region.

Specific Responsibilities

Leads the development, implementation, and management of service communication processes, procedures, and standards across all customer facing media in coordination with internal stakeholders.

Directs the development and management of specific initiatives designed to enhance the communications of SEPTA of services.

Responsible for reinforcing SEPTA's Image / Identity and activities that enhance and reinforce the Agency's role as a provider of transportation services that enable economic growth and equity throughout the region.

Develops and implements necessary planning and conceptual design for service communication initiatives.

Prepares statement of work, evaluates Request for Proposals, and recommends awarding of contracts pertaining to service communications improvements.

Directs the development of technical specifications and requirements for production of service communication tools and collaborates with SEPTA IT for product development.

Directs all communications related to SEPTA's service information, deployment of new systems and incorporation into existing assets.

Coordinates the periodic inspection of service information to assure compliance with latest service communication standards, including the agency GTFS feed as it relates to customer information.

Consults with management at all levels on problem identification and solutions on issues related to service communications.

Oversees the day to day management of SEPTA.org, and provides strategic direction for the website's future development as a rider facing tool.

Works directly with Control Center Information Managers (CCIMs) to ensure accurate and timely service information is disseminated consistently across all media.

Develops and implements project budgets, scope, and schedule for service communication initiatives.

Provides oversight and project management for the activities of staff and consultants in the development and implementation of service communication standards.

Manages day-to-day activities of Service Information staff. Ensure staff is adequately trained to perform assigned duties. Develops succession plan for departmental personnel.

Performs other duties as assigned.

Qualifications and Experience

Bachelor's Degree in Communications, Urban Planning / Design, Administration, Social Science or related field and a minimum of ten (10) years progressively responsible experience. Graduate degree may substitute for one (1) year of experience.

Experience with website and mobile app design, development, optimization required.

Demonstrated understanding of GTFS and its role in transit service communications.

Ability to plan and manage comprehensive information dissemination program required.

Ability to coordinate and manage work efforts involving a multi-disciplinary team required.

Ability to comprehend complex issues and translate into clear and concise editorial content required.

Exceptional interpersonal skills and ability to communicate effectively with varied audiences both internal and external required.

Excellent interpersonal, verbal and written communication skills required. Position requires interface with different internal departments and external organizations, preparation of technical and policy-level reports and verbal presentations.

Ideal Qualifications and Experience

Master's Degree in Communications, Urban Planning / Design, Administration, Social Science or other closely related field preferred.

Knowledge of transit services and service communications preferred.

Previous experience managing a consultant team or being a project manager on a consultant team for a large (or multi-year) effort preferred.

Why Join Our Team? Enjoy Outstanding Benefits!

Comprehensive Healthcare Coverage Medical, prescription, dental, and vision plans with little to no employee premiums.

Retirement Security Participate in a Defined Benefit Pension Plan and a 457B Deferred Compensation Plan to build your financial future.

Work-Life Balance Enjoy paid parental leave, generous vacation time, and paid holidays to recharge and spend time with loved ones.

Employee Wellness Access wellness programs and resources to support your physical, mental, and emotional well-being.

Invest in Your Growth We offer tuition reimbursement to support your education and career advancement.

Student Loan Assistance Our positions qualify for the Public Service Loan Forgiveness (PSLF) program, helping you manage and reduce student debt.

Free Travel Perks Receive a FREE SEPTA Transportation Pass, giving you unlimited access to all SEPTA services!

Join us and take advantage of these incredible benefits while making a difference in your community!

Join the Best in Transit! Apply Today

Click Apply Now and take the next step in your career with SEPTA!

SEPTA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.