Oversees Valley Metro’s Customer Service Department ensuring the highest quality service to Valley Metro riders and stakeholders.įacilitates cross-divisional teams exploring, piloting, and implementing innovations to better connect communities and enhance lives.Įmbraces a total quality management approach to ensure that internal departments successfully leverage tools, metrics, and strategies to deliver consistently excellent customer experiences.ĭevelops and implements CX strategic plans to aid in the development of new products and services to increase rider acquisition, revenue, and overarching followership and experiences.Ĭollaborates with the Chief Executive Officer, Executive Leadership Team (ELT), and the Boards of Directors to ensure divisional and departmental activities align with agency-wide goals and objectives. Oversees Valley Metro’s Information Technology (IT) Department ensuring IT services meet the needs of internal and external customers securely, reliability, and cost effectively. Owns the measurement of and performance standards of CX metrics while crafting strategies that align to and drive key business outcomes, such as revenue gains, cost savings, efficiencies and improvements to the company’s culture and brand.

Leads digital transformation projects and ensures that user experience (UX) across customer facing websites, apps and other technologies are consistent, constructive, and captivating. Other duties may be added, or this description amended at any time.ĭirects the development and implementation of customer experience initiatives through cross-collaborative, productive relationships within Valley Metro and with external stakeholders, including passengers, Boards of Directors, member agencies, elected officials, and the public. They are not an exhaustive list of all required responsibilities, duties, and skills.

The statements listed below describe the general nature and level of work only.

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