Transit CX Project Coordinator (Hybrid)

Region of Waterloo; Southwestern Ontario; Hybrid; CAD 84,000 - 95,000; Full time

Job summary

Region of Waterloo is seeking a Project Coordinator for Customer Experience (Transit) to lead the customer experience program within MobilityPLUS modernization. This 18-month temporary role supports GRT’s specialized transit services and focuses on the customer lifecycle, communications, and service improvements.

The role requires collaboration with operations, customer service, and partners, translating changes into clear, public-facing information and providing guidance to staff and vendors.

Qualifications

• 2- or 3-year diploma/degree in a related field plus 2 years of related experience.
• Knowledge of ITIL, project management and go-to-market strategies.

Responsibilities

• Leads the customer experience program for the Division.
• Drives service improvement, policy development, and project administration.
• Manages customer experience projects, tests system updates, and develops customer journeys.

Skills

Customer experience management

Project management

Data analysis

Communication

Training and leadership

Education

Diploma/degree in related field

Tools

Microsoft Office

PowerBI

Customer service systems

Job description

Region of Waterloo is seeking a Project Coordinator for Customer Experience (Transit) to lead the customer experience program within MobilityPLUS modernization. This 18-month temporary role supports GRT’s specialized transit services and focuses on the customer lifecycle, communications, and service improvements.

The role requires collaboration with operations, customer service, and partners, translating changes into clear, public-facing information and providing guidance to staff and vendors.