Senior Manager, Customer Insights and Experience Design - 90235831 - Washington

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.

SUMMARY OF DUTIES:

The Senior Manager is a key member of the Northeast Corridor (NEC) leadership team, responsible for collaboratively facilitating customer experience (CX) design, initiative implementation, and continuously evolving the customer experience on board Amtrak’s Acela and Northeast Regional (NER) trains and in the Northeast Corridor. The work of this position will help Amtrak achieve our ambitious goals in the New Era of Rail, foremost of which is doubling our ridership systemwide by 2040. In this transformational time, we will introduce two new fleets in the NEC (new Acela trainsets and new Airo trainsets for the NER service), revitalize multiple major NEC stations, capitalize upon the success of the recently opened Moynihan Train Hall in New York, and implement large-scale NEC infrastructure enhancements that will improve service quality.

The Senior Manager’s role is to understand and enhance the experience of Acela and NER customers throughout their entire journey, from trip planning to post-trip, in both the physical space (in station and on board our trains) and in our virtual and other communications channels. They will work in close collaboration with a variety of Amtrak internal partners.

This position reports to the Business Strategy Director of the Northeast Corridor Service Line. Their work is informed by CX priorities identified in Amtrak’s NEC Strategy, and CX analyses performed by this position also contribute to the evolution of future strategy.

This role will be a hybrid role based in Washington DC

ESSENTIAL FUNCTIONS:

• Point of contact and subject matter expert for customer experience initiatives and technology, engaging with internal partners including product development, eCommerce channels, reservation system enhancements and integration, on-board systems, and distribution channel strategy, and service delivery.
• Gather, interpret, and communicate analyses of the NEC customer experience, including distillation of trends in Amtrak’s Customer Satisfaction Index (CSI). Identify actionable items in relation to CSI and other CX analyses.
• Work with internal partners to ensure the provision of high quality and timely information to Amtrak customers. 
• Develop, maintain, and execute projects on the NEC customer program enhancement roadmap in alignment with the NEC Strategy, including assisting in sizing of technical efforts, prioritization, and the development of businesses cases to support funding requests for capital projects. Act as a project manager for all program enhancements and operational changes.
• Identify CX priorities in alignment with the goals and objectives of the NEC Strategy. Contribute to the formulation of the NEC Strategy, ensuring that customer experience matches business needs.
• Display excellent design background including user experience, design thinking, branding, user centered design, and visualization skills in all work products.

MINIMUM QUALIFICATIONS:

• Bachelor’s Degree required OR equivalent combination of training, education and relevant experience may be considered in lieu of a degree.
• Experience in travel, transportation, customer experience program or CRM program
• Willingness to travel up to 25%

MINIMUM KSA (Knowledge, Skills, and Abilities):

• Experience in business process and/or product design analysis, team leadership, project management and business requirements.
• Able to effectively manage multiple projects with diverse stakeholder groups.
• Experience developing, managing/executing project plans, including risk assessment, issue identification and communication to management.
• Experience analyzing customer interaction and satisfaction data and distilling findings clearly to business stakeholders.
• Knowledge of user experience design, design thinking, and human centered design.
• Knowledge of Journey Mapping, Ethnography, Usability Research and Testing.
• Flexibility to adapt CX design or implementation methodologies to the needs of a specific initiative.
• Ability to document business processes and data flows, and to work with business partners
• Excellent interpersonal, organizational, motivational and team building skills.
• Ability to manage multiple projects in a fast-changing environment.
• Self-starter who initiates actions and follows up to get results.
• Skilled in the use of a design software, such as the Adobe Creative Suite, InDesign, or similar applications.
• Skilled in Microsoft applications including Project, Work, Excel, PowerPoint.

PREFERRED QUALIFICATIONS:

• 7-10 years relevant experience with customer experience programs or customer relationship management (CRM).
• Previous data analysis or analytics experience or education.
• Strong familiarity with enterprise technology concepts and practices.
• Track record of success in developing successful data-driven marketing operations strategy.
• Familiarity with martech applications such as SFMC (Salesforce marketing cloud) and AEM (Adobe Experience Manager).
• Previous experience with formal cross-departmental facilitation exercises.
• Knowledge of SAFe Agile methodology, including writing user stories.
• Familiarity with customer experience research design.

WORK ENVIRONMENT:

• Frequently works in a dynamic, fast-paced environment that requires the individual to simultaneously manage several tasks, while paying attention to detail and maintaining quality.

COMMUNICATIONS AND INTERPERSONAL SKILLS:

Must have excellent oral and written communication skills.

The salary/hourly range is $122,750-$159,080. Pay is based on several factors including but not limited to education, work experience, certifications, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.

Requisition ID:158682
Posting Location(s):District of Columbia
Job Family/Function:Finance 
Relocation Offered:No 
Travel Requirements:Up to 25% 
 

You power our progress through your performance.
 

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions. 

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen. 

Candidates who test positive for marijuana will be disqualified, regardless of any start or local statue, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.  

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.

In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses. 

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.