CustomerExperienceExpert

### **Job Description** Overview The Customer Experience Expert plays a key role in enhancing passenger satisfaction across the metro network during its Operations & Maintenance (O&M) phase. This role focuses on improving the overall customer journey by analyzing passenger feedback, identifying service gaps, and implementing customer-centric initiatives. The position requires close collaboration with operational teams and stakeholders to ensure high-quality, consistent service delivery. The Customer Experience Expert is responsible for driving continuous improvement in customer satisfaction through data-driven insights, engagement programs, and service optimization strategies. ## Your role * Identify service gaps and implement initiatives to enhance customer satisfaction * Analyze passenger feedback, complaints, and survey data to identify trends and improvement areas * Optimize service delivery across all customer touchpoints for consistency and quality * Develop and monitor customer experience metrics and KPIs * Collaborate with O&M Contractors and internal teams to align service standards with customer expectations * Recommend improvements to enhance passenger experience and service quality * Support the design and execution of customer surveys, feedback systems, and engagement programs * Ensure timely resolution of customer issues and continuous improvement in response mechanisms * Monitor service performance and ensure adherence to customer service standards * Prepare reports and insights for stakeholders and senior management * Promote a customer-focused culture across operations and service teams ## About you * Bachelor’s degree in Customer Relations, Business Administration, or related field * 10–15 years of experience in customer service management or customer experience roles * Experience in transportation, metro, or infrastructure sectors (preferred) * Strong analytical skills to interpret customer feedback and service data * Experience in developing and