Customer Experience Expert – Metro/Rail

About the role

The Customer Experience Expert will lead initiatives to boost passenger satisfaction across the metro network during its Operations & Maintenance phase. Working closely with operational teams and O&M contractors, you will use data‑driven insights to shape a seamless, customer‑focused journey.

Key responsibilities

• Identify service gaps and launch initiatives to improve passenger satisfaction.
• Analyse feedback, complaints and survey data to spot trends and improvement areas.
• Optimize service delivery across all customer touchpoints for consistency and quality.
• Develop, monitor and report on customer experience metrics and KPIs.
• Collaborate with contractors and internal teams to align service standards with customer expectations.
• Support design and execution of surveys, feedback systems and engagement programmes.
• Ensure timely resolution of customer issues and continuous improvement of response mechanisms.
• Prepare reports and insights for senior management and stakeholders.

Required profile

• Bachelor’s degree in Customer Relations, Business Administration or a related field.
• 10–15 years of experience in customer service management or customer experience roles.
• Experience in transportation, metro or infrastructure sectors is preferred.
• Strong analytical ability to interpret feedback and service data.
• Excellent communication, interpersonal and problem‑solving skills.
• Proven ability to work collaboratively with cross‑functional teams.

Required skills

What we offer

• Tax‑free salary and discretionary bonus programme.
• Life, medical and travel insurance, plus annual flight contribution.
• Company gratuity scheme and transportation & housing allowances.
• Employee Wellbeing Program with 24/7 access to finance, legal, health and fitness specialists.
• Opportunities for professional development and recognition.