Greater Cleveland Regional Transit Authority
Position Summary
Collects, analyzes, and communicates data in support of GCRTA's TRACTION performance management program and other Customer Experience & Performance Management initiatives. Coordinates data flow, supports assigned projects, and assists with dashboards, process automation, process improvement, technical solutions, and customer experience initiatives. Collaborates with cross-functional staff to identify opportunities, implement improvements, and support departmental performance and customer experience objectives.
Detailed DescriptionScope
Leverages technical skills to coordinate data flow associated with key departmental processes, including Gemba, CX Site Visits, Customer Listening Posts and the Employee Riders’ Council. Assists with dashboard development, process automation, process improvement, technical solutions, and data analysis. Coordinates with cross-functional staff to support and carry out assigned projects.
Collects and analyzes data in support of the administration of GCRTA’s TRACTION performance management program. Prepares and communicates performance data and information to employees, department heads, stakeholders, and the public. ‘Walks the shoes’ of the customer and analyzes customer needs to identify opportunities to improve the customer experience. Applies technical skills to support improvements to customer experience processes and initiatives. Coordinates with cross-functional staff to assist with the development and implementation of action plans addressing identified problems and opportunities.
Provides analytical, project, data, and technical support to Customer Experience & Performance Management leadership as assigned. Assists with departmental initiatives, reporting, research, and other activities supporting customer experience and organizational performance objectives.
Job RequirementsMinimum Requirements
- One to three years of data analytics, project management, information technology, business analysis, or related experience
- Bachelor’s degree in business administration, public administration, project management, data analytics, computer science, information technology, economics, or related field