Customer Experience Expert - Metro / Rail

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.

• 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

• 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 managing customer experience KPIs and reporting
• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Ability to work collaboratively with cross-functional teams
• Proficiency in customer feedback tools, reporting systems, and analysis

Explore the rewards and benefits that help you thrive – at every stage of your life and your career.

This includes:

• Tax-free salary.
• Life insurance coverage.
• Medical insurance.
• Annual leave balance.
• Company gratuity scheme.
• Discretionary bonus program.
• Annual flight contribution.
• Transportation & housing allowances.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.

Seize every opportunity to sharpen your skills, expand your expertise, and be recognized for the impact you make.

We're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.

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At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.