OVERALL DESCRIPTION

This position manages the SEPTA Customer Experience (CX) Quality Control Program which conducts independent field observations of all SEPTA customer-facing operations, facilities, and customer tools to ensure compliance with the Authority's policies and procedures and develop recommendations for improvement. Acting as the eyes and ears of our customers, you'll perform vital quality control (QC) procedures, customer research, and user testing for many of the agency's exciting rider improvements we've been making. As a bridge between SEPTA's customers and operations, you'll report on progress and make recommendations for improvements through presentations, reports, and direct conversations. This position provides the opportunity to learn and explore one of the country's largest and most complex transit systems and entails a mix of office and field work.

SPECIFIC RESPONSIBILITIES

1. Develops, conducts and coordinates field observations of the SEPTA Customer Experience to evaluate quality of service and to identify areas needing improvement. Manages, schedules and evaluates the performance ofCX QC Monitor staff to ensure that they perform the functions of the department as established.
2. Develops work plans and schedules for completing observations on a regular basis, randomly, and per special request to verify that established procedures and policies are being followed and are effective.
3. Compiles and summarizes monthly/quarterly information, analysis and recommendations in an easily understandable format for SEPTA employees and leadership. Meets periodically with internal teams and present findings and recommendations.
4. Stays up to date on SEPTA Customer Experience initiatives, common trends, and rider needs and concerns, to develop research and data collection programs that help the agency continually improve its services, procedures, policies, and projects that affect customers.
5. Regularly tests and evaluates customer-facing tools such as websites, apps, data feeds, real-time information, detour information, signage and wayfinding.
6. Develops comprehensive recommendations for improvements in an easily understandable format, summarizing complex data easily and succinctly in both verbal presentations and written reports.
7. Prepares statistical and analytical reports based on information from monitors to show operational compliance with policies and highlight divisional concerns, reporting monthly to division management.
8. Designs and coordinates training program for CX QC Monitor personnel. Follow-up to ensure personnel are prepared to complete the established procedures.
9. Establishes data collection standards and procedures for the CX Quality Control Program.
10. Develops daily schedules for monitors for comprehensive system coverage to ensure statistically significant sampling of all operating units over a specified period.
11. Provides data analysis/reporting support for other functions within the Customer Experience Department, such as Consumer Research, Customer Service, Wayfinding, and digital communications, as needed.
12. Performs other duties as assigned/required.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's Degree and five (5) years supervisory experience.
• An equivalent combination of experience and education (i.e., two (2) years of related experience, equating to one (1) year of formal post high school education) may be considered in lieu of the above requirements.
• Experience evaluating and improving user experience, whether through service design, experience design, customer service, or UI/UX testing and design, is required.
• Must have demonstrated ability and experience in data collection, analysis techniques, trend identification, statistical significance testing and reporting findings to support data-driven decision making.
• Demonstrated detailed knowledge of transit agency operations, procedures, and fare policies is a plus.
• Must possess excellent written and verbal communication skills and the ability to deal with people throughout all levels of SEPTA and the general public in a courteous and professional manner.
• Must have experience in summarizing and displaying complex information simply through reports, presentations, and infographics.
• Must possess excellent computer skills in Word, Excel, spreadsheets and charts.
• Must be flexible and be able to make last minute adjustments in conjunction with changing priorities and scheduling assignments.
• Experience with graphic design software is a plus (Adobe Creative Suite, etc.).
• Data visualization software experience is a plus (Power BI, Tableau, etc.).
• Statistical analysis software is a plus (SPSS, R, SAS, etc.).