Customer Experience Planner

Utah Transit Authority; Salt Lake City (UT); On-site; USD 66,000 - 81,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Paid time off

Holidays

Retirement plan

Tuition reimbursement

Parental leave

Free transit passes

Wellness program

On-site fitness facilities

Discounted gym memberships

Employee assistance program

Pet insurance

Job summary

Utah Transit Authority seeks a Customer Experience Planner to translate customer needs, data, and ideas into real-world improvements that enhance rider experience. The role blends planning, data analysis, coordination, and hands-on graphic design to create engaging maps, signage, and communications.

You’ll work on projects from wayfinding to accessibility, supporting major events and customer satisfaction research while aligning with UTA’s strategic goals.

Qualifications

• Bachelor's Degree in Urban Planning, Civil or Transportation Engineering, or a closely related field required.

Responsibilities

• Support planning and implementation of customer experience strategies and projects across touchpoints.
• Collaborate with internal teams and external partners to advance customer experience initiatives; contribute to analyses, scoping, schedules, and deliverables.
• Lead initiatives involving customer research and multi-channel data, including wayfinding, signage, maps, and accessibility projects.

Skills

Customer experience planning

Data analysis

Project coordination

Graphic design

Wayfinding

Signage

GIS

Adobe Creative Cloud

MS Office

Communication

Statistics

Project management

Education

Bachelor's Degree in Urban Planning, Civil or Transportation Engineering

Tools

GIS

Adobe Creative Cloud

Excel

PowerPoint

Word

Job description

Description

Help shape how customers experience UTA. As the Customer Experience Planner, you’ll turn customer needs, data, and creative ideas into real-world improvements that make riding UTA easier, clearer, and more accessible. This role combines customer experience planning, data analysis, project coordination, and hands‑on graphic design to create engaging, effective customer‑facing materials and experiences. You’ll contribute to projects ranging from wayfinding and signage, customer maps, and service change communications to accessibility initiatives, major events, and customer satisfaction research—working across the organization to create a consistent and intuitive experience for every rider.

As the Customer Experience Planner, you will:

• Support the planning and implementation of customer experience strategies and projects that improve how customers interact with UTA across all touchpoints. Apply planning principles, data analysis, and customer-focused best practices to translate customer needs into actionable initiatives that support ridership growth, retention, and a consistent UTA brand.

• Work with moderate supervision to collaborate with internal teams and external partners to advance customer experience initiatives. Responsibilities include supporting customer experience projects delivered internally or through consultants; contributing to analyses, scopes, schedules, and deliverables; and providing technical support to other departments.

• Support and, at times, lead initiatives involving customer research and multi-channel data, including systemwide efforts related to wayfinding and signage, customer maps, bus stop accessibility and improvements, service change and disruption communications, major events, and customer satisfaction research. Apply graphic design, wayfinding, and accessibility best practices, and conduct field observations to ensure initiatives are coordinated and aligned with UTA’s strategic goals.

MINIMUM QUALIFICATIONS

EDUCATION/TRAINING:

• Bachelor's Degree in Urban Planning, Civil or Transportation Engineering, or a closely related field required.

EXPERIENCE:

• Three years related planning work experience.

• Experience with graphic design preferred.

Knowledge/Skills:

• Understand transit planning and the relationship between transit information presented and transit customer needs.

• Understand national and global wayfinding and signage best practices.

• Geographic Information Systems, Adobe Creative Cloud.

• Apply creative new ideas to solve problems and present solutions.

• Think analytically.

• Project Management.

Abilities:

• Knowledge of Microsoft, Word, Excel, and PowerPoint.

• Strong written and verbal communication skills.

• Understand and perform statistical analysis.

• Ability to write and edit a report chapter covering one of the areas listed above.

• Ability to assist in preparing presentation materials for public meetings.

• Work cooperatively with stakeholders, customers, and the general public.

UTA Competencies:

• Embraces Outward Mindset: Exhibiting strong E.I. skills (self‑awareness, self‑management, social awareness, relationship management). Relating comfortably with people across levels, functions, culture, and geography. Partnering with others to get work done. Managing conflict. Seeking feedback without being defensive.

• Develops Self & Others: Taking action to continuously improve. Accepting assignments that broaden capabilities. Placing a high priority on developing others. Developing others through coaching, feedback, exposure, and stretch assignments.

• Ensures Fairness: Concerned with the welfare of others and expressing that concern on a personal level. Distributing resources fairly. Giving others a voice prior to reaching decisions that affect them. Reaching decisions through a fair process. Explaining to others why and how decisions were made that impact them.

• Puts Safety First: Acting as a Safety Ambassador by working safely, complying with requirements and serving as an example to others. Wearing required personal protective equipment. Supporting safety activities. Promptly reporting hazards, unsafe work practices, near misses, and accidents.

• Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.

• Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.

• Builds Effective Teams: Building strong‑identity teams that apply their diverse skills and perspectives to achieve common goals.

• Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives.

• Ensures Accountability: Holding self and others accountable to meet commitments.

- OR -

An equivalent combination of relevant education and experience.

[UTA reserves the right to determine the equivalencies of education and experience.]

Pay Range: $73,300.00 or more, depending on experience

As a full-time Administrative Employee, your Total Rewards Benefits Package will include:

• Health, dental, vision, life/AD&D, short-term and long-term disability insurance, with Flexible Spending and Dependent Care accounts. Choice between Traditional Co‑Pay or High Deductible Health Plans for medical coverage. HSA with company match available to employees enrolled in the HDHP. Benefit plans include coverage for domestic partners (eligibility affidavit required for coverage).

• Onsite Health and Wellness Clinics for medical care at no cost to employees, spouses, domestic partners, and dependent children.

• 22 days of accrued paid time off (13 vacation days and 9 sick days), which increases with tenure at UTA.

• 10 paid holidays and two paid (2) floating holidays per year.

• Retirement options – Pension Plan with 5‑year vesting schedule and 457 Contribution Plan, available for immediate contributions and company matching.

• Generous tuition reimbursement for higher education, available for any higher education degree (bachelor, master, or PHD). Course of study must be approved prior to enrollment.

• Training, development, and career advancement opportunities.

• Paid parental leave for birth, adoption, and child placement (after 12 months of employment).

• Free transit passes for employees, their spouses, and their dependent children.

• Employee assistance program – includes counseling, legal services, financial planning, etc.

• UTA Well – a comprehensive wellness program designed to support employees and dependents in their health and wellness goals.

• Free on‑site fitness facilities and discounted membership to VASA Fitness and EoS Fitness.

• Discounted cell phone plans with T‑Mobile.

• Pet insurance plan options (tailored plan coverage based on pet’s health and needs).

Utah Transit Authority is an Equal Opportunity Employer of all persons regardless of race, color, religion, sex, national origin, age, disability, covered veterans, sexual orientation, and gender identity. Women, minorities, and people with disabilities are encouraged to apply. Applicants needing an accommodation under the Americans with Disabilities Act for any part of the application process should contact UTA Human Resources at 801‑287‑2324. A minimum of two work days' notice prior to the need for the accommodation is required.

Utah Transit Authority is a drug‑free workplace, subject to federal drug and alcohol testing regulations under 49 CFR Part 40, 655, and 219. All offers for employment are contingent upon a successful pre‑employment drug test. If a pre‑employment test returns a non‑negative result, an application for employment may be rejected. All employees are subject to reasonable suspicion and post‑accident testing for drug and alcohol use. All safety sensitive employees are subject to random testing for drug and alcohol use.