NJ Transit train

Photo by Drew Angerer/Getty Images

NJ Transit Names First Ever Customer Experience Officer

April 26, 2019 - 1:12 pm

HOBOKEN, N.J. (WCBS 880) -- New Jersey Transit names its first ever customer experience officer, a new position dedicated to monitoring and improving customer experience system-wide.

Before joining NJ Transit, Stewart Mader worked with Port Authority leadership in order to establish the PATH Riders Council advisory board. 

"To me, customer experience starts before a person ever boards a bus, train, ferry, subway." Mader says

Mader wants to focus his efforts on how the rider interacts with the agency.

He also lives in Hoboken and has been riding the New Jersey Transit for about five years.

One of the first things on his agenda is to put together a customer advisory council, and believes that his previous role working at the Path system would help him do so. 

"It allows for sustained relationship building with customers who make the time commitment and investment to join the advisory board to bring in ideas." Mader says

Mader hopes to have the panel up can running by the fall.