Embedded Transit CX Leader: Strategy to Impact

This Opportunity

This is not a typical program management role. We’re looking for a Strategic Execution Lead who takes ownership, cuts through ambiguity, and delivers real outcomes across a complex transit environment. Embedded within the agency’s Customer Experience of fice, you’ll work across all levels of the agency to drive high-impact improvements from concept through implementation and ensure they stick.

WSP is seeking a hands-on operator who can translate strategy into action and deliver measurable improvements to the transit rider experience. This individual will serve as a fully embedded partner within the transportation agency, operating as an extension of agency leadership to drive customer experience innovation, real-time information improvements, and operational performance initiatives from concept through execution.

This role is ideal for someone who thrives in ambiguity, takes initiative without waiting for direction, and is motivated by seeing real-world impact—not just producing plans or presentations.

Success in this role is defined not by plans created, but by improvements delivered.

This role will be based out of Baltimore, MD .

Your Impact

• Serve as a strategic partner and embedded advisor supporting the Chief Customer Experience Officer (CXO) within the agency.

• Translate leadership priorities into clear, actionable strategies, roadmaps, and implementation plans.

• Lead development and continuous refinement of the agency-wide Customer Experience (CX) Action Plan.

• Drive alignment between customer experience goals and core operational functions including bus operations, service planning, operations control, communications, IT, and maintenance.

• Ensure initiatives are not only designed well, but are operationally feasible, scalable, and embedded into day-to-day practice.

• Act as a connector across executive leadership, frontline teams, and external partners to ensure cohesive execution.

• Translate priorities into structured, actionable plans with defined timelines, ownership, and measurable outcomes.

• Drive implementation across cross-functional teams, removing blockers and maintaining momentum.

• Lead end-to-end delivery of initiatives, from early concept through launch and adoption.

• Proactively identify risks, solve problems in real time, and adapt quickly to keep work on track.

• Act as the connective tissue across teams ensuring alignment, accountability, and clear communication.

• Partner with teams across marketing, data analytics, customer feedback, operations, and IT to ensure initiatives are integrated and impactful.

Who You Are

Required Qualifications

We’re looking for a structured problem-solver and self-starter who can operate independently, influence without authority, and consistently deliver in complex, fast-moving environments.

• Bachelor’s degree in Transportation, Public Policy, Business, Planning, Engineering, or related field.

• 3–5 years of experience in transit, transit operations, transportation consulting, public sector strategy, or program delivery roles.

• Demonstrated experience supporting executive leadership and driving initiatives from strategy through implementation.

• Strong understanding of transit operations, customer information systems, service performance, and public agency environments.

• Proven ability to manage complex, multi-stakeholder initiatives in dynamic and politically sensitive environments.

• Exceptional communication skills with the ability to engage both executive leadership and frontline teams.

• Strong analytical and structured problem-solving skills, with the ability to turn ambiguity into clear action.

• Ability to operate independently and exercise sound judgment in a fully embedded, client-facing role.

Preferred Qualifications

• Master’s degree in a related field (MBA, MPP, MPA, MS in Transportation, etc.).

• Experience working within or directly supporting a public transit agency or customer experience function.

• Experience building or scaling new programs or organizational capabilities.

• Familiarity with frontline transit operations and workforce engagement.

This is a fully embedded role requiring hybrid on-site presence at a…