Director - Customer Experience Design and Innovation (CDU3) - 20005192

Description

• Introduce and oversee innovative initiatives to enhance multimodal journeys
• Work with stakeholders across operations, digital, and planning to ensure seamless integration of CX initiatives
• Develop and lead a holistic customer experience design strategy aligned with business goals
• Mentor a small team in driving user-centered design approaches and innovation labs
• Lead the introduction of new technologies, smart mobility solutions, and innovative practices (e.g., MaaS platforms, real-time data, contactless ticketing, AI-enabled analytics, and sustainable design) that enhance service quality and operational efficiency
• Apply design thinking, service design, and systems mapping to develop new customer touchpoints
• Oversee customer journey mapping, persona development, and voice-of-customer research programs
• Establish measurable CX and innovation metrics such as Customer Satisfaction Index, service reliability, accessibility, and digital adoption. Lead continuous improvement cycles to adapt to evolving customer needs and emerging technologies
• Collaborate with design, engineering, construction, and operations teams to embed customer and innovation outcomes throughout planning, design reviews, build phases, and readiness for service. Ensure customer experience KPIs are tracked and delivered through commissioning and steady-state operations

Requirements

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance