The Chief Customer Experience Officer (CCEO) has the unique opportunity to help HART redefine the customer journey across all modes and touchpoints as part of our growth and transformation into a best-in-class transportation agency. The CCEO plays a critical role as a collaborator and connector across functional departments to deliver an exceptional end-to-end customer experience. With direct oversight over all transit operations, maintenance, safety and security, call center, and scheduling activities, the CCEO is empowered to transform service delivery into a truly customer-centric operation.
Essential Duties & Responsibilities
The CCEO is a dynamic and collaborative leader with a passion for setting an inspirational vision and establishing clear objectives, goals and milestones for the customer experience strategy. This role is responsible for leading and developing a diverse, cross-functional team as they oversee and coordinate with other departments on systems, processes, communications, and partnerships to enable HART to deliver on growth expectations.
As an innovative thinker with a passion for delivering outstanding service, the CCEO will be the primary internal driver for ensuring that major projects and initiatives have customers at the forefront, leveraging cross-functional relationships to maintain and enhance customer confidence in HART as a leader and innovator in the industry.
The CCEO will drive continuous improvement of service levels and increase customer satisfaction through measuring and observing customer usage and satisfaction, acting as a content expert on emerging customer experience trends and best practices, identifying and implementing industry best practices to support a best-in-class service experience, and working closely with key cross-functional stakeholders to improve customer experience, ensuring customer priorities are considered across the organization.
Knowledge, Skills & Abilities
For more information or to submit a resume, please contact Gregg Moser at email@example.com