Customer Experience Trainee

State of Connecticut•Newington, CT

20h•Hybrid

About The Position

The State of Connecticut, Department of Transportation (CTDOT), is accepting applications for a Customer Experience Trainee position, targeting the classification of Transportation Planner 1 within the Customer Experience unit in the Bureau of Public Transportation in Newington, CT. This role is designed for candidates eager to learn, grow, and contribute to high-impact projects in a collaborative environment. As a Connecticut Careers Trainee, you will receive on-the-job training and mentorship to develop skills in transportation planning. Working closely with experienced transit planners, you will help interpret bus and rail customer feedback data to develop actionable insights. The length of the development program is determined by the experience and training requirements of the designated class and the prior experience of the incumbent, lasting between one and three years. Upon successful completion of the development program and meeting the requirements of the designated class, incumbents are eligible for reclassification to Transportation Planner 1 without a competitive examination.

Requirements

Candidates must be able to meet the experience and training requirements of the designated job class at the completion of the development program.
Ability to acquire knowledge and skills required for the target classification.
Understand, evaluate and solve problems by exercising judgement and logic.
Read, interpret and understand written material.
Perform basic arithmetical computations.
Interpret charts, graphs and tables.
Learn and reason.
Establish and maintain cooperative relations with superiors, associates and general public.
Utilize computer software.

Nice To Haves

A Bachelor's or Master's degree in Public Administration, Public Policy, Urban or Regional Planning, Data Science, Computer Science, Data Analytics, Business Analytics, Statistics, Applied Mathematics, Marketing, Communications, or a closely related field
Experience or training with Microsoft Office (Word, Excel, PowerPoint, and Outlook) or similar software through coursework, work experience, or internship experience
Experience or training in data collection, databases, data analysis, and data visualization through coursework, work experience, or internship experience
Experience or training communicating in writing and verbally with members of the public through coursework, work experience, or internship experience
Experience or training working in a high‑volume, deadline‑driven environment while managing multiple priorities simultaneously through coursework, work experience, or internship experience
Experience utilizing public transportation services, or experience or training in public transportation planning and operations through coursework, work experience, or internship experience

Responsibilities

Contributes to the development of the Bureau of Public Transportation Customer Comment Clearinghouse – an initiative to automate, centralize, and analyze all transit customer feedback data submitted to CTDOT and transit agencies throughout the state.
Assists with responding to transit customer and stakeholder inquiries and tracks and maintains a communications log to ensure responses are provided in a timely manner.
Helps develop and maintain reports, visualizations, and dashboards to communicate insights to staff, leadership, and stakeholders.
Contributes to the development of metrics and key performance indicators aligned with the Bureau of Public Transportation mission and strategic goals.
Assists with the implementation, evaluation, and future updates to CTDOT’s Customer Experience Action Plan.
Assists with public engagement activities with transit customers and stakeholders.
Supports other unit initiatives, including statewide fare transformation, FTA Title VI Service and Fare Equity analysis, and customer-facing transit technology projects, as needed.
Performs related duties as required.