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Customer Experience Expert – Metro/Rail
AtkinsRéalis. Identify service gaps and implement initiatives to enhance customer satisfaction .
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 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
Benefits
Comp & perks- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experience metricsKPI developmentdata analysisservice performance monitoringreportingcustomer feedback analysisservice delivery optimizationproblem-solvingdecision-making
Soft Skills
analytical skillscommunication skillsinterpersonal skillscollaborationcustomer-focused culture
Certifications
Bachelor’s degree in Customer RelationsBachelor’s degree in Business Administration