Customer Experience Expert
Atkins Realis Group
Employer Active
Posted 12 hrs ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
The Customer Experience Expert will play a vital role in enhancing passenger satisfaction across the metro network during its Operations & Maintenance (O&M) phase. This role focuses on analyzing customer feedback, optimizing service delivery, and implementing initiatives that prioritize the needs and expectations of metro users. The expert will work closely with operational teams and stakeholders to ensure a seamless and positive customer journey.
Key Responsibilities:
- Enhance customer satisfaction by identifying service gaps and implementing customer-focused initiatives.
- Analyze feedback from passengers and stakeholders to identify trends, issues, and opportunities for improvement.
- Optimize service delivery across all customer touchpoints, ensuring consistency, responsiveness, and quality.
- Collaborate with O&M Contractors and internal teams to align service standards with customer expectations.
- Develop and monitor customer experience metrics and performance indicators.
- Support the design and execution of customer engagement programs, surveys, and outreach activities.
- Provide recommendations to the Employer for improving passenger experience and service quality.
Desired Candidate Profile
Qualifications & Experience:
- Bachelor s degree in Customer Relations, Business Administration, or a related field.
- Minimum 5 years of experience in customer service management, preferably within transport or infrastructure sectors.
- Strong analytical skills to interpret customer data and drive actionable insights.
- Excellent interpersonal and communication skills, with the ability to engage effectively with passengers, contractors, and internal teams.
Preferred Attributes:
- Experience in metro or railway operations.
- Familiarity with customer satisfaction tools, CRM systems, and service quality frameworks.
- Ability to work in a dynamic, customer-facing environment with a focus on continuous improvement.
Company Industry
- Engineering Design & Consulting
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Customer Experience Expert
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Atkins Realis Group
Created by the integration of long-standing organizations dating back to 1911, AtkinsR alis is a world-class engineering services and nuclear company dedicated to engineering a better future for our planet and its people. We create sustainable solutions that connect people, data and technology to transform the world's infrastructure and energy systems. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in strategic sectors such as Engineering Services, Nuclear and Capital. News and information are available at www.atkinsrealis.com or follow us on LinkedIn .
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