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Customer Experience Expert
Atkinsréalis
Enhance passenger satisfaction and optimize service delivery in a metro network's Operations & Maintenance phase, focusing on analyzing customer feedback and implementing customer-focused initiatives.
13d ago
Experienced (8-12 years), Expert & Leadership (13+ years), Intermediate (4-7 years)
Full Time
SA.Riyadh
Onsite
Company Size
40,000 Employees
Service Specialisms
Architectural Design and Engineering
Civil Design and Engineering
Structural Design and Engineering
Electrical Design and Engineering
Mechanical Design and Engineering
Transportation planning
Highways and bridges
Railroads and transit
Sector Specialisms
Water
Environment
Education
Aerospace
Security
Defence
Communications
Infrastructure
Role
What you would be doing
customer engagement
customer satisfaction
metrics development
equal treatment
passenger experience
service optimization
- Support the design and execution of customer engagement programs, surveys, and outreach activities.
- Enhance customer satisfaction by identifying service gaps and implementing customer-focused initiatives.
- Develop and monitor customer experience metrics and performance indicators.
- Ensuring that all existing employees, potential employees, colleagues, and customers are treated equally and with respect.
- Provide recommendations to the Employer for improving passenger experience and service quality.
- Optimize service delivery across all customer touchpoints, ensuring consistency, responsiveness, and quality.
- Analyze feedback from passengers and stakeholders to identify trends, issues, and opportunities for improvement.
- Collaborate with O&M Contractors and internal teams to align service standards with customer expectations.
What you bring
customer service management
interpersonal
customer facing
metro operations
bachelor’s degree
crm systems
- Minimum 5 years of experience in customer service management, preferably within transport or infrastructure sectors.
- Having clear and concise procedures and guidelines for both line managers and employees to ensure policies are fully understood and implemented.
- Excellent interpersonal and communication skills, with the ability to engage effectively with passengers, contractors, and internal teams.
- Ability to work in a dynamic, customer-facing environment with a focus on continuous improvement.
- Experience in metro or railway operations.
- Bachelor’s degree in Customer Relations, Business Administration, or a related field.
- Complying with the relevant employment legislation and codes of practice.
- Strong analytical skills to interpret customer data and drive actionable insights.
- Familiarity with customer satisfaction tools, CRM systems, and service quality frameworks.
- Transportation & housing allowances.
- Paid Annual leave.
- Discretionary bonus program.
- Annual flight contribution.
- Relocation assistance.
- Tax-free salary.
- Life insurance coverage.
- Comprehensive medical insurance coverage.
- Company gratuity scheme.
- Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, as well as personal health, fitness, and nutrition consulting.
Information not given or found
Interview process
Information not given or found
Visa Sponsorship- tax-free salary
- relocation assistance
- transportation & housing allowances
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Company
Overview
C$12.5B
Backlog
Record backlog amid surging demand.
113 km
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- A nuclear engineering pioneer, it’s the owner’s engineer for U.S. small modular reactor projects and refurbishments.
- A trusted tolls and highway consultant, it supports major state DOTs.
- Engineering a better future for our planet and its people.
- Safety: We put safety at the heart of everything we do, to safeguard people, assets and the environment.
- Integrity: We do the right thing, no matter what, and are accountable for our actions.
- Innovation: We redefine engineering by thinking boldly, proudly and differently.
- Collaboration: We work together and embrace each other’s unique contribution to deliver amazing results for all.
- Excellence: We are proud to do our best, achieve high standards, creating environments where all can thrive.
Net-zero by 2030
Emissions Goal
Achieved a net-zero target for operational emissions by 2030, marking a significant milestone in sustainability efforts.
87% reduction
Emissions Drop
Reduced Scope 1 & 2 emissions by ~87% compared to a 2019 baseline through strategic measures like divestment and fleet electrification.
62 score
Carbon Performance
Achieved a DitchCarbon score of 62, significantly higher than the industry average of 20, ranking in the top 1% globally.
Over 50%
Sustainable Revenue
More than half of 2022 revenue came from sustainable projects, including clean energy, water sanitation, and mass transit initiatives.
- Achieved PAS 2080:2023 certification for whole‑life carbon management in infrastructure.
- 2022 emissions breakdown: Scope 1 (6,845 tCO₂e), Scope 2 (4,251 tCO₂e), Scope 3 (33,381 tCO₂e); Scope 1‒2 intensity at 0.3 tCO₂e/FTE.
No Data Available
Gender Ratio Disclosed?
The company does not publicly share specific numerical data regarding gender ratios or other diversity metrics.
- Corporate statement describes an 'inclusive, diverse and energized approach' and 'open culture' founded on core values.
- Asia region emphasises sense of belonging, mutual respect, personal touch, interest groups and support for work–life balance.
- Culture of learning highlighted through technical Lunch & Learn, case‑study sharing and virtual webinars with global mobility experiences.
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