Customer Experience Specialist #2401-207210-02

The City of Charlotte is the largest municipality in North Carolina and the 15th largest city in the United States, with a total population of more than 897,000 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

The Charlotte Area Transit System (CATS) provides critical mobility services throughout Mecklenburg County and is advancing multiple rapid transit projects and strategic bus planning initiatives to move the community forward. 

CATS is seeking a qualified Customer Experience Specialist to support and coordinate activities intended to elevate the transit passenger experience. This position will work directly with CATS Customer Service and will help develop communication strategies and public engagement to enhance and improve transit service delivery. 

This position reports to the CATS Customer Experience Manager and will be on a team responsible for identifying strategies and education campaigns to improve the experience of CATS transit passengers. This position will also collaborate closely with the CATS Community Engagement Team, CATS Bus and Rail Operations, CATS Service Planning and individual customers throughout CATS services.

• Support the development and implementation of the Customer Experience Action Plan
• Serve a point of contact with CATS Customer Service.
• Serve as the voice of the customer throughout the organization, creating and socializing a compelling view of the future customer experience and its value to the organization.
• Prepare customer education materials for special projects and initiatives.
• Educate the organization on key insights and opportunities pertaining to the customer experience.
• Assist in the development of programs to understand customers through surveys, listening posts, personas, journey mapping and lost customer analysis.
• Assist in the development of strategy, goals, and objectives related to customer experience.
• Provide insight on both physical and digital assets to improve the customer experience and system navigability.
• Identify and develop innovative processes to improve or replace current practices related to the customer experience.
• Identify opportunities for enhanced service delivery through social media, mobile apps, and technologies to optimize customer experience.
• Serve on cross functional teams for enhanced customer experience focus groups.
• Support customer experience and community research programming to identify the Voice of the Customer.
• Track customer feedback and monitor trends.
• Track key metrics identified in the Customer Experience Action Plan
• Support customer education campaigns
• As part of your responsibility to support the CATS Safety Culture, report safety concerns and issues through the various methods established by CATS as outlined in the ASP

• Demonstrated understanding of customer service best practices
• Ability to see the world through the eyes of the customer.
• Ability to work independently.
• Ability to work effectively and cooperatively in a team environment.
• Effective oral and written communication skills
• Ability to effectively interact and communicate with people and organizations of diverse backgrounds.
• Ability to facilitate meetings and focus groups to confidently and sensitively lead diverse groups of people.
• Ability to handle multiple tasks simultaneously in a fast-paced, results-oriented environment.
• Must work well under pressure with competing priorities.
• Outstanding organizational, time and project management skills, including the ability to plan, implement and execute new initiatives with the demonstrated ability to think creatively in order to innovate.
• Must be proficient in computer and software usage, including Microsoft products, experience with graphic programs.

High school diploma or equivalent with five (5) or more years of relevant experience or Associate degree with at least three (3) years of relevant work experience. 

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer.

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.

The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.