Customer Experience Expert - Metro / Rail

Overview

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 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
• Rewards & benefits
• 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.

About AtkinsRéalis