Customer Experience Specialist

Job Description:

Customer Experience Specialist

Description

General

The Customer Experience Specialist requires a dynamic individual with a background in customer experience, copy creation, research and/or strategic planning to contribute to customer communications and informational services to promote use, retention, and satisfaction with our transit services. The role supports San Mateo County Transit District (SamTrans), the Peninsula Corridor Joints Power Board (Caltrain), and the Transit Authority (TA).

APPLICATION DEADLINE: Sunday, July 20, 2025 (1st Cutoff Sunday July 6, 2025 )

Essential Functions & Duties

Examples of Functions:

• Partner with internal departments to assess current customer touchpoints, identify opportunities for improvement, and support the development of initiatives that drive a more seamless, responsive, and user-centered customer experience.
• Plan and coordinate customer-facing communications to support service changes, ensuring timely, accessible, and accurate messaging across all channels.
• Create clear and engaging copy and visual layouts for signage and digital communications.
• Build and maintain in-depth knowledge of transit facilities—including train stations, bus stops, parking areas, and bike infrastructure—to design effective wayfinding solutions and optimize informational flow for diverse customer needs.
• Assist with translating insights into actionable recommendations, supporting a feedback loop that enhances the customer journey, and measures progress.
• Assess the full customer experience across digital, physical, and service-related touchpoints, proposing data-informed improvements that support accessibility, clarity, and customer satisfaction.
• Partner with staff and contractors on innovative cross platform information campaigns that promote the visibility and utilization of our transit services to our existing customers.
• Monitor and report on customer metrics to identify areas for improvement for customer communications to drive retention and boost satisfaction.

Examples of Duties:

• Write, edit, and update web content and digital communications to inform riders of service alerts, fare updates, and promotions.
• Draft messaging for print and digital materials promoting customer-facing improvements, transit programs, and service updates.
• Install and maintain signage and wayfinding at stations in coordination with service changes and customer communications plans.
• Monitor and interpret customer feedback and survey data to identify experience trends and recommend improvements.
• Design and produce print materials, digital copy, and signage for construction notices, fare changes, and promotional campaigns.
• Work cross-functionally with Creative Services, Marketing, and Operations to ensure alignment in customer communications.
• Track project budgets and coordinate cost-effective production of communication materials.
• Support in-person outreach efforts by staffing events and sharing service information with the public.
• Perform all job duties and responsibilities in a safe manner to protect oneself, fellow employees, and the public from injury or harm. Promote safety awareness and follow safety procedures in an effort to reduce or eliminate accidents.
• Perform other duties as assigned.

Minimum Qualifications

Sufficient experience, training and/or education to demonstrate the knowledge and ability to successfully perform the essential functions of the position. In lieu of a degree, work-related experience that demonstrates the skills and experience necessary to perform this role will be accepted. Development of the required knowledge and abilities is typically obtained through but not limited to:

• Bachelor’s degree in related field.
• Two (2) years of experience in a customer experience journey, customer marketing and/or copy writing environment.

Preferred Qualifications:

• Knowledge of Project Management Practices.
• Skilled in Microsoft Office, Adobe Creative Suite, and HTML5.
• Clear, effective communicator with experience in customer-facing copywriting.
• Experience utilizing analytical and problem-solving skills; proven ability to translate data into actionable insights.
• Experience managing multiple tasks, prioritize effectively, and work within budget constraints.
• Comfortable handling physical signage materials (up to 20 lbs.).

Below is a summary of the comprehensive benefits provided to District full-time employees:

Health and Welfare Benefits:

• Healthcare Benefits -District employees are offered a choice of healthcare providers under the CalPERS Health Benefits Program.The District will contribute ninety (90) percent towards monthly premiums for full-time employees. Fifty (50) percent for part-time employees.
  
• Free Dental and Vision Benefits provided - Employer Covers Premiums
  
• Free Employee Assistance Benefit - Employees are entitled to 5 face-to-face sessions or telephonic or web-video consultations for problem-solving support per incident, per calendar year.
  

• Flexible Spending Accounts - Pre-tax dollars to pay for qualified Health or Dependent Care expenses.
  

Retirement Medical Benefits:

• Long Term Disability Insurance - After 90 days of total disability, Administrative full-time employees are eligible for 60% of monthly income covered by the District.
  
• Health and Wellness - Gyms located at most work locations and discounted Weight Watcher Membership Option.
  

Holidays and Paid Time Off:

• Paid Time Off - Newly hired employees accrue 6.5 hours bi-weekly when hired (if Exempt 8.25 hours).As you move up in years of service credit, the rate of the amount of PTO accrued will also increase.
  
• Paid Holidays - The District provides seven paid holidays throughout the year - New Years Day, Martin Luther King Jr. Day, Memorial Day, Independence Day (July 4th), Labor Day, Thanksgiving Day and Christmas Day
  
• Floating Holidays - District employees can earn up to five (5) floating holidays.
  

Financial Planning Benefits:

• Pension Benefits through CalPERS -You must have a minimum of 5 years of service to be eligible for this pension.
  

• CalPERS PEPRA vs. Classic - All employees hired on, or after January 1, 2013, are considered PEPRA members and will contribute 8% of their salary up to the maximum IRS cut-off. All Classic members will contribute 6%
  
• Deferred Compensation Options - Select to contribute to one or both of our Tax Deferred Compensation Options
  
• Reliance Standard Life Insurance with 100% premium paid by the District - 1 times annual salary of employee - max $200,000
  
• Optional Life Insurance - Employees may purchase additional life insurance for themselves and their eligible family members.
  

Growth and Education Benefits:

• Professional Development - Access to LinkedIn Learning and San Mateo County’s professional training. District Tuition Reimbursement Program - A maximum of $5,250 per year for courses related to your job or career goals with the District.
  
• Computer Loan Program - Interest-free two-year loan with a maximum amount of $2,000.
  

Other Amazing Benefits:

• Credit Union - Employees and family members are eligible to join the San Mateo Credit Union and Patelco Credit Union.
  
• Employee Clean Commute (ECC) - Car/Van poolers and Public Transit riders receive a monthly reimbursement.
  
• Commuter Benefits - Free Employee Parking; Free Bus Pass for employee as well as children/spouse; Clipper Card/Go Pass Program for Central employees.
  

For union employees, all of the above benefits are subject to the employee’s Collective Bargaining Agreement. Benefits listed are also subject to change with or without notice and are subject to contract/provider terms and conditions.

Closing Date/Time: 7/20/2025 11:59 PM Pacific

Salary:

$69,089.00 - $105,499.00 Annually