Customer Experience Specialist

JOB The Customer Experience Specialist requires a dynamic individual with a background in customer experience, copy creation, research and/or strategic planning to contribute to customer communications and informational services to promote use, retention, and satisfaction with our transit services. The role supports San Mateo County Transit District (SamTrans), the Peninsula Corridor Joints Power Board (Caltrain), and the Transit Authority (TA). APPLICATION DEADLINE: Sunday, July 20, 2025 (1st Cutoff Sunday July 6, 2025) EXAMPLE OF DUTIES Examples of Functions:Partner with internal departments to assess current customer touchpoints, identify opportunities for improvement, and support the development of initiatives that drive a more seamless, responsive, and user-centered customer experience.Plan and coordinate customer-facing communications to support service changes, ensuring timely, accessible, and accurate messaging across all channels.Create clear and engaging copy and visual layouts for signage and digital communications.Build and maintain in-depth knowledge of transit facilities—including train stations, bus stops, parking areas, and bike infrastructure—to design effective wayfinding solutions and optimize informational flow for diverse customer needs.Assist with translating insights into actionable recommendations, supporting a feedback loop that enhances the customer journey, and measures progress.Assess the full customer experience across digital, physical, and service-related touchpoints, proposing data-informed improvements that support accessibility, clarity, and customer satisfaction. Partner with staff and contractors on innovative cross platform information campaigns that promote the visibility and utilization of our transit services to our existing customers.Monitor and report on customer metrics to identify areas for improvement for customer communications to drive retention and boost satisfaction.Examples of Duties: Write, edit, and update web content and digital communications to inform riders of service alerts, fare updates, and promotions.Draft messaging for print and digital materials promoting customer-facing improvements, transit programs, and service updates.Install and maintain signage and wayfinding at stations in coordination with service changes and customer communications plans.Monitor and interpret customer feedback and survey data to identify experience trends and recommend improvements.Design and produce print materials, digital copy, and signage for construction notices, fare changes, and promotional campaigns.Work cross-functionally with Creative Services, Marketing, and Operations to ensure alignment in customer communications.Track project budgets and coordinate cost-effective production of communication materials.Support in-person outreach efforts by staffing events and sharing service information with the public.Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety procedures in an effort to reduce or eliminate accidents.Perform other duties as assigned.