Temporary Support: Customer Experience Design (9902)

 

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The Southeastern Pennsylvania Transportation Authority (SEPTA) is the sixth largest transportation system in the United States, with a vast network of fixed route services including bus, subway/elevated, trackless trolley, light rail, and commuter rail serving a 2,200 square mile service region. SEPTA has become an integral force in the economic success of the Philadelphia region, providing an efficient and reliable source of transportation. 

 

We are seeking candidates for the position of Temporary Support: Customer Experience Design (9902) in the Comm/Customer Experience & Advocacy.   

 

 

Opening Date: 12/19/2023

Closing Date: 12/29/2023

Division: Communications

Department: Information Design

Rate of pay: $27.65/per hour

       

OVERALL DESCRIPTION

Provide support for the SEPTA's Department of Service Information Design's various initiatives aimed at improving the customer experience, including the SEPTA Store, e-commerce site, customer experience design and improvement projects, user interface/user experience design, and service communications improvements. This may include creative design, process improvement, working directly with SEPTA customers, and general support for existing staff.

SPECIFIC RESPONSIBILITIES

1. Assist in developing and implementing new processes and procedures for the SEPTA Store and e-commerce site.
2. Design SEPTA branded merchandise for sale in retail stores using logos, vehicle pictures, wayfinding, and map designs.
3. Research current transit and retail trends and provide recommendations for improvement.
4. Assist SEPTA staff in developing and testing improved user interface/user experience design on its website and app-based tools.
5. Coordinate with merchandise vendors to determine popular merchandise, best pricing, and ordering procedures. Work with local artists to promote featured items for retail sales.
6. Maintain awareness of SEPTA rider needs and develop recommendations for improvements.
7. Assist SEPTA staff in developing improved customer experience solutions, including environmental art projects, wayfinding intervenetions, and new technology.
8. Speak and work directly with SEPTA customers to maintain a general awareness of rider needs, and develop recommendations to SEPTA staff accordingly.
9. Interfaces with other departments (such as Legal, Transit Operations, Planning, Marketing, Graphic Services, Printing Services, and Purchasing) and community partners, to support the development of programs that improve the SEPTA customer experience.
10. Develops studies as sales related surveys and formulate results to assist in determining the effectiveness of sales merchandising, store operations, and customer awareness.
11. Support SEPTA store staff with day-to-day operations, as needed. This may involve with customers in the SEPTA Store on an occasional basis.
12. Complies with all Authority and departmental safety and secuirty policies and procedures as well as all applicable job safety responsibilities. Reports any safety concerns, compromises or hazards affecting operations, the public and/or other employees. Responsible for personal safety and is encouraged to promote the safety of others.
13. Performs other duties as assigned.

QUALIFICATIONS AND EXPERIENCE

• A Bachelor's Degree and three (3) years demonstrated experience in communications, design, User Interface/User Experience (UI/UX) merchandising, customer experience, or a related field. Customer service experience a plus.
• An equivalent combination of one (1) year of post-high school education equating to two (2) years of relevant experience may be considered in lieu of the above listed requirement.
• Knowledge of Adobe Creative Suite (Illustrator, InDesign, Photoshop, etc) or equivalent software is required.
• Proficiency in Microsoft Office Suite (Word, Excel, Powerpoint, etc.) is required.
• An interest in and knowledge of SEPTA services, service area, an the SEPTA customer experience is requried.
• Strong administrative and organizational skills are required.
• Excellent written, verbal, and interpersonal communication skills.
• Excellent time-management, analytical and problem-solving skills required.
• Knowledge of content management systems, such as WordPress, is desired.
• Knowledge of Shopify and Clover POS systems desired.

 

SEPTA is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran