New Jersey Transit has created a customer advocate and chief customer experience officer post and named transportation advocate and customer experience leader Stewart Mader to fill the role.
Mader is responsible for monitoring and improving the customer experience statewide at every customer touch-point.
“As NJ Transit continues to rebuild itself as a world-class mass transit agency, restoring safety and reliability to the thousands of commuters who use its service daily, the voices of its riders must be heard,” Gov. Phil Murphy said in a statement. “I applaud NJ Transit’s leadership for prioritizing those voices, and putting customer service at the forefront of its operations by selecting Stewart Mader as the agency’s first Customer Advocate and Chief Customer Experience Officer, who will use his deep experience advocating for mass-transit in our region to monitor customer experience and feedback, and integrate the unique needs of commuters into the agency’s decision making process.”
“NJ Transit is committed to providing our customers with excellent service,” Transportation Commissioner and NJ Transit Board Chair Diane Gutierrez-Scaccetti said. “That starts with listening to our customers and giving them a voice. Creating a customer advocate and establishing a Rider Advisory Council will ensure our customers have a formalized way to be heard and for NJ Transit to address their needs.”
Mader used to work with Port Authority of New York and New Jersey leadership to establish the PATH Riders Council advisory board, according to Transit. He created the comprehensive New York & New Jersey Subway Map and built Transit Standards, a collection of best practices to streamline customer experience.
“Stewart Mader’s advocacy for mass transit in our region, most recently as chair of the PATH Riders Council for the last five years, will be an invaluable asset to making the tangible improvements our customers demand and deserve,” NJ Transit Executive Director Kevin Corbett said. “I look forward to tapping into Stewart’s wealth of experience and customer-focused perspective.”