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Customer Experience

il y a 2 semaines

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01. Poste et Missions CONTEXT

We are the private-sector arm of the RATP Group, who runs the large-scale, ultra-dense, future-ready public transport network of Paris.

We operate the metro, tram & bus networks people use every day – to go to work, to go to school, to go places, to connect with friends and family.

We contribute our world-class expertise to 100+ cities and their communities in 15 countries across the world – in France, Australia, Saudi Arabia, Egypt, the US, Italy and much more.

We are 24,000 people and we believe in collaboration, transparency, performance, innovation, social & environmental responsibility, and public service.

We know that public transport has the power to transform urban life, connect communities, and drive sustainable mobility while playing a vital role in the fight against climate change.

We make everyday life easier for people everywhere. It's that simple

The Copenhagen Metro network in Denmark, whose first line opened in 2002, now consists of four fully automated lines spanning 43 km and serving 44 stations. Should our bid be successful, RATP Dev will establish a dedicated team to manage the transition of current operations and maintenance activities and deliver a 12-year operating contract. This is a full-time position based in Copenhagen, with an expected start date in S2 2026

JOB OVERVIEW

Reporting to the Managing Director, the Customer Experience & Information Director is responsible for defining and delivering the customer experience strategies across the Copenhagen Metro network. This includes oversight of passenger information, customer service operations, space management, fare evasion, security and station environment quality. The role ensures that passengers receive clear, timely communication and enjoy a safe, clean, and welcoming travel experience.

RESPONSIBILITIES

Customer Experience Strategy:

  • Develop and implement a customer experience roadmap aligned with RATP Dev standards and PTA expectations to consistently meet Service Level Agreements (SLAs).
  • Oversee customer service centers and ensure high-quality interactions.
  • Monitor and improve customer satisfaction and complaint resolution processes.
  • Propose and implement innovative customer service methods aligned with our innovation framework.

Customer Care, Passenger Information & Operational Communication:

  • Ensure real-time, accurate and consistent passenger information across all channels
  • Lead communication during service disruptions or operational incidents.
  • Collaborate with technical and operations teams to maintain message consistency during normal and fallback operations

Space management, Fare evasion, Security & Service Quality:

  • Supervise security, cleanliness, and anti-fraud measures across stations.
  • Negotiate and monitor contracts' performance and ensure robust reporting for the overall activities
  • Define and enforce service quality standards for station environments.
  • Implement performance indicators and continuous improvement plans to achieve the Customer satisfaction.

Leadership & Team Development:

  • Lead, mentor, and develop a multidisciplinary team.
  • Promote a culture of transparency, performance, and public service.
  • Support talent development and succession planning.

EXPERIENCE

  • Master's degree or equivalent in Customer Experience, Public Administration, Urban Mobility or a related field (advanced degree preferred).
  • 15 years' experience in customer experience management, ideally in transport or service industries.
  • Strong leadership and team management skills.
  • Expertise in passenger communication, Customer Service Centre management, security, and space management.
  • Strategic thinker with operational agility and a strong focus on continuous improvement.
  • Fluent in English, written and spoken at a business level
  • Ability to thrive in multicultural and high-performance environments.

JOB CONDITIONS

  • The position is based in Copenhagen (Denmark)
02. Profil recherché

#MobilitéRATP

03. Informations complémentaires

Lieu :

RATP SIEGE SOCIAL LYBY : 54 QUAI DE LA RAPEE, 75112 PARIS

Type de contrat :

Affectation supplémentaire/ secondaire (Fixed Term)04. Pré-requis

Diplôme :

Formation requise :

Langues :

Expérience professionnelle :

Compétences :

Concevoir et mettre en œuvre des actions de promotion et de communication des services / produits, Construire des opérations thématiques globales et locales en collaborations avec les autres directions, Participer à l'élaboration du plan d'actions commerciales, Piloter les opérations commerciales terrains, Utiliser les outils collaboratifs