Management & Operations

NJ TRANSIT creates new role to improve customer experience

Posted on April 29, 2019

NJ TRANSIT is delivering on its commitment to improving the customer experience across its rail, bus, and light rail systems with the creation of the first Customer Advocate & Chief Customer Experience Officer in the agency’s 40-year history.

The agency named Stewart Mader to fill the role. The position is dedicated to monitoring and improving the customer experience statewide at every customer touchpoint.

Prior to joining NJ TRANSIT, Mader worked with Port Authority leadership to establish the PATH Riders Council advisory board. He also created the comprehensive New York & New Jersey Subway Map, and built Transit Standards, a collection of best practices to streamline customer experience.

Working with customers and senior leaders of the Port Authority, Mader helped guide enhancements for PATH’s 80-million annual riders, including countdown clocks, the RidePATH app, and an updated service map that shows regional transit connections in all 350 PATH train cars. Mader also facilitated collaboration with the MTA to provide two-trip Metrocards for PATH riders to use on NYC Transit during PATH’s capital project service outages.

One of Mader’s first orders of business in his new role will be to create a similar advisory council made up of NJ TRANSIT customers throughout the state, representing all regions and modes of transportation. He’s planning for a launch of the new customer advisory board sometime in the fall.

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