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Customer Experience Director

2 months ago

San Francisco, California, United States Actweb Full time
Job Summary

The Department of Transportation Services at the University of California, San Francisco (UCSF) provides essential transit, parking, and commuter services that impact nearly every member of the UCSF community, including faculty, staff, trainees, students, patients, and visitors.

The Assistant Director of Customer Experience partners with other leaders in Transportation, Campus Life Services, and UCSF to improve customer satisfaction by interfacing with customers and analyzing, problem-solving, re-designing, implementing, communicating, and monitoring services, policies, and programs that are best practices and/or required to enable the achievement of the University's objectives.

Key Responsibilities
  • Building positive relations with clients
  • Tracking, responding to, and analyzing customer feedback
  • Studying and measuring trends and producing forecasts
  • Setting customer service standards
  • Studying best practice and identifying emerging trends in the industry
  • Communicating new services to customers through a range of channels
  • Improving customer-facing signs and maps
  • Developing policies and procedures
  • Working with internal and external stakeholders on transportation matters
Requirements

The position requires a people-first attitude, constant levels of professionalism and patience, a high-level of analytical, fiscal, and technical acumen in all transportation disciplines (parking, transit, transportation demand management, policies, etc.).

Minimum five (5) years of related experience in transportation, communications, marketing, data analytics or related field.

Skills in marketing and communications, including print, social media, website communications.

Knowledge of transportation planning (maps, signage, etc.).

Hiring, training and managing performance of admin and professional staff.

Experience writing policies and procedures.

Advanced communication and interpersonal skills to communicate with leadership and customers, and to lead and direct less experienced team members.

Thorough knowledge of organization processes, protocols, research and procedures.

Extensive analytical / problem-solving skills.

Comprehensive project management skills.

Advanced knowledge of organization-specific computer applications.