Product Development & Customer Experience - 90298457 - Washington

Date: Sep 21, 2022

Location: Washington, District of Columbia, US, 20001

Company: Amtrak

Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. 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 the result of our employees.

Are you ready to join our team?

SUMMARY OF DUTIES:
The Senior Product Development Specialist is an exciting opportunity for customer-focused professional ready to drive real tangible change.  This position will be a key contributor helping to improve the customer experience and attract new customers.  The role requires strong interpersonal skills, communication and project-management skills, coupled with a creative mindset to think ‘outside the box’.

The Senior Product Development Specialist will support the Product Development & Customer Experience (PD&CX) team in its various projects to improve the customer experience at Amtrak. The PD&CX team’s work spans the entire customer journey, including pre-trip, in station, and onboard experience, across Amtrak’s three service lines (Northeast Corridor, Long Distance, and State Supported). The Senior Product Development Specialist is responsible for analyzing and determining the feasibility of new products and service offerings, or making changes to existing offerings to improve the customer experience.  He / she will partner with applicable stakeholders across the whole Amtrak organization to support project teams and drive the implementation. Depending on the complexity of the project he/she might take the role of project manager or the role of customer experience lead.

The Senior Product Development Specialist must possess strong data visualization skills, ability to translate data analysis into simplified and/or digestible formats for presentation and communication with applicable stakeholders.  

This position works under the direction of the Director of Product Development & Customer Experience

 

ESSENTIAL FUNCTIONS:
•    Reviews published research reports to identify gaps in the market that products could meet
•    Monitors industry publications to stay current on latest product and service offerings and propose recommendations to leadership
•    Drives discussions with cross-functional colleagues throughout Amtrak to vet potential proposals and/or to gather and assess information from other departments.
•    Builds relationships among a diverse group of department managers and staff.
•    Works cross-functionally with other Amtrak departments including Service Lines, Food & Beverage (F&B), Mechanical, On Board Service and Front Line Staff, Stations Staff, and Market Research.
•    Conducts requirements meetings with stakeholders, and then articulates and represent business user needs to IT, Mechanical, or F&B to assist in project scoping and planning.
•    Performs analysis of collected information to develop potential solution options in collaboration with other internal stakeholders
•    Must have experience and aptitude to do detailed data analysis for various tasks and ability to manage projects and deliver results on time.
•    Analyzes new projects to determine feasibility of project from a revenue and/or ridership standpoint.
•    Conducts market research with customers and employees to understand the performance of new projects and uses findings to adjust projects as needed
•    Must have an eye for a design to be able to propose new ideas related to customer-facing products and services (e.g. signage, Food & Beverage products, technology etc).

 

MINIMUM QUALIFICATIONS:
•    Bachelor’s Degree in Hospitality, Transportation, Business Management and/or related business field 
•    3+ years of relevant working experience


PREFERRED QUALIFICATIONS:
•    Transportation or manufacturing industry experience
•    Customer Food and Beverage experience
•    Detail oriented with an eye for a design
•    Tableau experience
•    Project management experience
•    5+ years of relevant experience

 

COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills.

Requisition ID:68070
Posting Location(s):District of Columbia
Job Family/Function:Marketing 
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.



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