Management & Operations

MBTA hires communications vet to enhance customer experience

Posted on July 16, 2018

As the MBTA’s new chief customer officer, Danny Levy will be responsible for improving the daily experience of MBTA riders.
As the MBTA’s new chief customer officer, Danny Levy will be responsible for improving the daily experience of MBTA riders.

The Massachusetts Bay Transportation Authority (MBTA) has named communications and marketing professional Danny Levy as the MBTA’s new chief customer officer. ;

"As I’ve said from the beginning of my tenure as general manager, a major component of our process to transform the MBTA will be to find new and innovative ways to enhance the customer experience," said MBTA GM Luis Manuel Ramírez. "I want to welcome Danny Levy to our team and look forward to her leadership to help the T become a more customer-centric organization."

Levy has extensive experience in marketing communications and public relations in both the public and private sectors, most recently serving as chief marketing officer for the Massachusetts Port Authority for 13 years. In that role, Levy headed up a 10-person department responsible for marketing and customer service initiatives at the 1,300-employee, $800 million agency that owns and operates Logan International Airport, Worcester Regional Airport, the general aviation Hanscom Field in Bedford, as well as the public cruise, cargo, and container terminals in the Port of Boston.

When Logan Airport recently added a large number of new international carriers with non-stop service to previously unserved overseas destinations, Levy successfully led rebranding efforts to change Logan’s reputation from New England’s primary origin and destination domestic airport to a major international hub. As part of that rebranding, Levy organized inaugural launch events and marketing campaigns aimed at both the business and leisure markets for each international airline starting service at Logan.

Levy also spearheaded Massport’s extensive use of social media as a new communications and marketing vehicle. With external audiences, she was a key spokesperson for Massport with the media and public. Internally, Massport senior staff as well as executives representing airlines, cruise lines, shipping companies, real estate developers, and other key constituencies relied on Levy as a valued and trusted strategic advisor on a wide array of issues.

"As the Chief Customer Officer here at the MBTA, her charge is no less than that of improving the daily experience of each and every MBTA rider," said MBTA Fiscal and Management Control Board Member Monica Tibbits-Nutt. "In addition to leading customer communication and marketing efforts, Danny will also work heavily with any and all departments that interact with the public, with the goal of ensuring that all aspects of MBTA operations put customers first. As the first to fill this new role, she will be helping to redefine the agency as she continues to develop the Customer Experience Department."

As the MBTA’s Chief Customer Officer, Levy will report directly to GM Ramírez. A regular user of the MBTA, Levy will be responsible for improving the daily experience of MBTA riders. To accomplish that, she will work with all MBTA departments that interact with the public in order to provide services to customers in a comprehensive and consistent way that incorporates a customer-focused approach to daily MBTA operations.

Levy honed her leadership skills in marketing, communications, and public outreach throughout her career in which she was responsible for creating marketing and public service campaigns; engaging with the community on sensitive public affairs issues as well as new public service offerings; and creating and directing new marketing teams.


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