Manager, Rider Insights - Metropolitan Council

Job Posting

The Manager, Rider Insights is responsible for understanding customer needs and translating customer insights into actions that improve the customer experience. This position supports the agency's Customer Experience (CX) Action Plan by identifying customer pain points, prioritizing opportunities for improvement, and providing data-driven insights to inform organizational decision-making. The incumbent works cross-functionally to build partnerships across business units, ensuring customer feedback is effectively incorporated into organizational strategies, projects, and programs.

The position evaluates the effectiveness of customer experience initiatives, develops and delivers regular reports on customer feedback from multiple sources, and engages executive leadership and key stakeholders to communicate customer insights, recommendations, and outcomes.