Director of Customer Experience & CX Strategy

Capital District Transportation Authority (CDTA) seeks a Manager of Customer Service to design and lead CDTA’s end-to-end customer journey program. You will establish an agency-wide CX framework, integrating touchpoints from awareness and trip planning to riding, issue resolution and post-trip engagement.
The role drives data-driven improvements to satisfaction, accessibility and service reliability, partners with IT to enhance digital tools and CRM, and develops training for frontline staff

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