Dir Customer Experience - 90228201 - Washington

Date: Sep 22, 2022

Location: Washington, District of Columbia, US, 20002

Company: Amtrak

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.


Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.



The Director Customer Experience is responsible for:
• Delivering a seamless customer experience across all stages and touchpoints in the customer’s journey and helping the company continually achieve greatercustomer satisfaction, increased effi ciency and profi tability.
• Aligning with other department heads to ensure all other teams contribute equally to providing customers a seamless experience across touchpoints.
• Foreseeing market changes, dynamism in customer expectations and strategize to guide the company to live up to those expectations in the fast-evolvingdigital world.
• Providing guidance and design leadership while employing design disciplines across customer-facing assets. Create standards and style guides to reinforceAmtrak CX philosophies and best practices.
• Collaborate with eCommerce partners to develop qualitative and quantitative research and frameworks to monitor customer experience, and validateeCommerce product off erings and ROI.
• Ability to understand business objectives and align CX accordingly
• Providing UX concepts, prototypes and designs to support eCommerce improvements and initiatives
• Incorporating innovations from industry, business, partners, and other travel providers to optimize our customers’ end-to-end journey experience. Thisposition will drive business results and foster a culture centered on Amtrak’s strategic goals of Safety and Security, Customer Experience, EmployeeExperience, and Financial Excellence.




• Work with key stakeholders to develop a CX strategy and prioritized roadmap for Amtrak’s interactive systems, with a focus on improving the customerexperience and Amtrak’s fi nancial results
• Enable high-quality, enterprise-level decisions by providing customer experience expertise; serve as a CX thought leader and senior consultant
• Constantly identify and communicate the value and strategic vision of Amtrak’s customer experience model. Lead and infl uence both organizational andculture change moving towards a stronger customer & product centric mindset
• Clarifi es a common approach and process for driving experience design work and strategy across the eCommerce organization
• Establishes eCommerce metrics for defi ning the Amtrak relationship with customers and to evaluate eff ectiveness of experience.
• Tracks and prioritizes CX gaps and bugs on the eCommerce platform
• Interdepartmental coordination by establishing and maintaining eff ective business relationships with supporting departments and internal/external customers,especially Revenue Management and Business Lines/Product Owners
• Communications by clearly and succinctly conveying information and ideas to individuals and groups
• Passion for Results by maintains high standards for the individual, team, and organizational accomplishment; with relentless enthusiasm, tenaciously work tomeet or exceed challenging goals; deriving satisfaction and continuous improvement
• Complies with Corporate Policy by ensuring that the organization is in compliance with all corporate policies and procedures
• Staff Management by coaching and motivates direct reports and supports career development




• 11+ years of experience in driving customer Centric Cultural Change, Organization Change/Transformation, communications Design, interactive multi-mediadesign, or a related fi eld
• 7+ years in Human Centered Design/UX Design
• 5+ years working with large eCommerce centric organization(s)
• 5+ years management experience
• Demonstrated ability to design, build and manage highly complex projects, delivered on time and within budget
• Be comfortable in a technology-centric environment and have plenty of experience in technical delivery
• Excellent analytic and problem-solving skills
• Self-starter with demonstrated strengths managing multiple projects simultaneously and driving them to completion with limited direction
• Strong Leadership, management and interpersonal skills
• Proven track record of program development and delivery



Master’s Degree, MBA preferred, or MA Design/Product Development

PMP Certification



Must have excellent oral and written communication skills.

Requisition ID:151875
Posting Location(s):District of Columbia
Job Family/Function:Marketing; Research & Strategy 
Relocation Offered:No 
Travel Requirements:Up to 25% 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use.  Candidates who engage in the usage of marijuana will not be qualified for hire.   Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation.  Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine.

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.

POSTING NOTES: Marketing; Research & Strategy || Corporate Jobs