Manager, Rider Insights

Metropolitan Council•Minneapolis, MN

14h•Hybrid

About The Position

The Manager, Rider Insights is responsible for understanding customer needs and translating customer insights into actions that improve the customer experience. This position supports the agency's Customer Experience (CX) Action Plan by identifying customer pain points, prioritizing opportunities for improvement, and providing data-driven insights to inform organizational decision-making. The incumbent works cross-functionally to build partnerships across business units, ensuring customer feedback is effectively incorporated into organizational strategies, projects, and programs. The position evaluates the effectiveness of customer experience initiatives, develops and delivers regular reports on customer feedback from multiple sources, and engages executive leadership and key stakeholders to communicate customer insights, recommendations, and outcomes. This posting will establish an eight (8) month eligibility pool for current and future opening.

Requirements

High school diploma/GED with 10 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience
Associate degree with 8 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience
Bachelor's degree or higher with 6 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience
Master's degree or higher with 4 years of experience, including 3 years of management, supervisory, project leadership, or staff leadership experience
Experience in research, data analytics, information technology, project management, or a related field
Degree in Urban Planning, Marketing, Data Science, Analytics, or other related field

Nice To Haves

Ability to think strategically and develop strategic planning documents
Skills in leading and persuading others
Skills in effective communication across a variety of channels and to a range of audiences
Knowledge of research and data science methodologies and best practices
Skills in performance management
Ability to set performance measurements and metrics
Experience promoting an equitable, positive, and respectful work environment that values culture and diversity among all employees.
Knowledge of continuous improvement processes and principles
Knowledge of project management practices and methodologies
Skill in Microsoft Office Suite
Skill in qualitative and quantitative research
Skill in data science and data engineering practices
Skill in leadership practices and team building
Skill in written and verbal communication
Skill in managing a diverse team
Ability to lead research projects
Ability to effectively manage a team of Data Scientists
Ability to work effectively in a team environment and promote collaboration
Ability to effectively make decisions and lead people
Ability to coach and evaluate staff performance
Ability to communicate effectively across a wide variety of audiences

Responsibilities

Develop and provide end-to-end ownership of the Rider Insights program in support of CX priorities and the CX Action Plan.
Determine and own customer feedback intake channels, ensuring consistency in data format.
Determine technology, including AI solutions, to turn customer feedback into usable insights for the agency.
Set data strategy and establish data pipelines to business units to ensure rider insights are available and can be used to drive decision-making.
Establish standards for rider insights integration with CX priority development in the CX Action Plan.
Establish standards for rider insights integration with CX priority project evaluation to inform actions of other teams.
Manage, mentor, and empower a team of Data Scientists and CX Planners to perform at a high level by setting clear goals and priorities and providing professional and technical growth opportunities.
Hire, onboard, and manage a team of Data Scientists and CX Planners to support Rider Insights.
Set goals and priorities for the CX Rider Insights team and ensure the team has the resources to effectively perform its work.
Influence goals and priorities of Strategic Priority Teams.
Manage the Rider Insights business unit budget by tracking expenses, updating projections, and analyzing budget variances to support the larger department budget.
Oversee compliance with Metropolitan Council leave policies and programs (FMLA, Paid Parental Leave, Employee Sick & Safe Time, etc.).
Implement and own professional and technical growth opportunities for staff.
Develop and own the strategy for the Rider Insights team, ensure effective communication, and maintain an inclusive work environment.
Influence the strategy and communications of Strategic Priority Teams.
Influence the design and execution of research methods (qualitative and quantitative) to identify and prioritize customer pain points.
Influence the design and execution of random intercept surveys at stops and stations, as well as onboard buses and trains.
Determine web-based surveys and program them into survey software utilizing advanced logic, skip patterns, and branching.
Conduct focus groups, one-on-one interviews, ride-along research, video testimonials from customers, and other qualitative research to gain a deeper understanding of customer pain points.
Liaison and collaborate with the Office of Performance to establish research and survey best practices, define clear roles and responsibilities, and avoid duplication of effort.
Build partnerships to understand business processes and current limitations and establish standards for data collection and insights that meet business unit needs.
Liaison with stakeholders to establish clear outcomes and metrics to determine project success.
Own integration of rider insights into business processes and decision-making.
Model cross-functional work and collaboration across Metro Transit.
Set clear roles and responsibilities by defining and mapping business capabilities and workflows.
Integrate business unit requirements and needs into system and data development.
Build strong CX practices within the team and across the agency to develop a customer-centric mindset.
Identify CX best practices within the Rider Insights team and help staff develop core CX capabilities.
Influence Metro Transit teams to develop a customer-centric mindset in business processes and decision-making.
Report and present key rider insights across the agency to demonstrate the need for and impact of CX projects.
Own integration of rider insights within core business functions, including budgeting, hiring, and other business processes.