Customer Communications Analyst – Planned Service Changes

MTA Headquarters; United States; On-site; USD 71,000 - 121,000; Full time

Job summary

MTA Headquarters in New York City seeks a Staff Analyst to translate complex planned service changes into clear, rider-friendly messages. You will publish updates across screens, websites, apps, and other channels, ensuring accurate, on-brand communications that support a seamless rider experience.

The role emphasizes collaboration with Marketing Production, Government & Community Relations, and Operations Planning, plus editing and quality control of content for multiple platforms.

Qualifications

• Bachelor’s degree in Marketing, Communications, Business, Transportation, or related field is preferred.
• Ability to see the big picture and pay close attention to detail — thinking at both the systems-level and about how communications achieve our goals at individual customer touchpoints.
• Strong analytical skills and resourceful, creative problem-solving
• Familiarity with human-centered communication and digital channel/content strategy principles
• Superior writing and editorial capabilities; must be able to make tough editorial decisions in line with human-centered comm

Responsibilities

• Publish service messages across multiple customer touchpoints, including in-system screens, the MTA website and app, and other channels.
• Track and manage service plan information from multiple sources to ensure accuracy and consistency in customer messaging.
• Ensure all communications align with brand guidelines and contribute to our mission.
• Participate in planning meetings for high-profile projects.
• Coordinate and project manage service information with multiple teams, including Marketing Production, Government & Community Relations, Operations Planning, Road Operations, and other various stakeholders.
• Perform quality control reviews of service change information across channels.
• Provide support for trip planning functions.
• Research and act on customer inquiries.
• Assess effectiveness of communications efforts, recommend, and implement improvements.
• Create, manage, and modify website content via CMS.
• Assist the Customer Experience leadership team with other tasks and assignments as necessary to drive forward the MTA customer experience.

Skills

Big-picture thinking

Analytical skills

Writing and editing

Digital channel strategy

Editorial decision making

Education

Master’s degree or JD (various fields)

Bachelor’s degree + 2 years experience

Associate degree + 4 years experience

HS diploma + 6 years experience

Education/experience combination

Job description

MTA Headquarters in New York City seeks a Staff Analyst to translate complex planned service changes into clear, rider-friendly messages. You will publish updates across screens, websites, apps, and other channels, ensuring accurate, on-brand communications that support a seamless rider experience.

The role emphasizes collaboration with Marketing Production, Government & Community Relations, and Operations Planning, plus editing and quality control of content for multiple platforms.