Chief Customer Experience Officer

Department:                         Executive

FLSA Status:                        Exempt, Non-Represented

Reports to:                           Managing Director

Annual Salary Range:         $129,400 - $161,800

JOB SUMMARY:

The Milwaukee County Transit System (MCTS) is seeking a Chief Customer Experience Officer (CXO) with the skills and abilities to form strong partnerships and work collaboratively with the Executive Team by providing leadership, advocacy, and direction on new initiatives that enhance customer experience and satisfaction. 

The CXO is directly responsible for planning, developing, directing, measuring, analyzing and continuously improving all aspects of the agency’s customer experience (CX) strategy. The successful applicant to this leadership position is a strategic, results-driven thinker who will be responsible for working with cross-sectional teams to increase revenue through increasing ridership and strengthening the overall organizational culture of customer experience.

ORGANIZATIONAL STRUCTURE

This position directly oversees the Marketing and Service Development Departments and reports to the President/Managing Director of MCTS.

ESSENTIAL FUNCTIONS

1. Directs the development and implementation of customer experience initiatives through cross-collaborative relationships within MCTS and with external stakeholders including passengers, Boards of Directors, member agencies, elected officials and the public.
2. In partnership with the Chief Information Officer, leads digital transformation projects and ensures that the user experience across customer-facing websites, apps and other technologies are consistent, constructive and appealing to existing and potential customers. 
3. Owns the measurement and performance standards of CX metrics while crafting strategies that align to and drive key business outcomes and improvements to the company’s culture and brand.
4. Develops and implements plans to aid in the development of new products and services to increase rider acquisition, revenue and overall ridership.
5. Responsible for formulating budgets for the Marketing and Service Development Departments and overseeing expenditures.
6. Presents and participates in various cross-functional discussions with the Executive Leadership Team and internal stakeholders while maintaining strategic business partnerships with government agencies, professional associations, member agencies, industry leaders, business partners and all external stakeholders to elevate broader awareness, inclusion and milestones of CX initiatives, program and results.
7. In collaboration with the Chief Human Resources Officer, develops and delivers CX programs and plans impacting employee experience, e.g., hiring, incorporating CX initiatives into existing or future training programs.
8. Remains knowledgeable of key industry trends, regulations, processes and internal resources, ensuring initiatives align with strategic goals.

QUALIFICATIONS

1. Bachelor’s degree in business administration, public administration or related field required. Master’s degree preferred. Related work experience may be considered in lieu of the educational requirement.
2. Nine (9) years of experience required in a related management role.
3. Experience in public transportation or similar government structure preferred.

KNOWLEDGE, SKILLS, AND ABILITIES:

1. Knowledge of MCTS areas and departments.

2. Knowledge of local, state, and federal government funding programs as they relate to public transit.
3. Knowledge of organizational and management practices relating to risk management, procurement, policy development, budgeting, contract compliance, information technology and staff development.
4. Knowledge of financial principles.
5. Skilled in computer operations and spreadsheet, word processing, and presentation software.
6. Ability to manage conflict and balance competing interests from multiple stakeholders.
7. Ability to develop and execute company strategies to attain outcomes for set goals.
8. Ability to develop and maintain effective and appropriate working relationships.
9. Ability to communicate effectively, both verbally and in writing.
10. Ability to work independently.

PHYSICAL REQUIREMENTS AND ENVIRONMENTAL FACTORS:

1. Work is frequently conducted in an office or similar indoor environment or community or outdoor environment with occasional exposure to moving mechanical parts or fumes and airborne particles.
2. Physical requirements are those described as sedentary work exerting 10 pounds of force occasionally or a negligible amount of force frequently.

DISCLAIMER STATEMENT:

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Milwaukee County Transit System is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age; protected veteran status, status as a qualified individual with a disability or any other characteristic protected by law.