Project Coordinator, Customer Experience (Transit)

Position Details

• Job Type: Temporary Full-Time
• Vacancy Reason: Temporary
• Temp Contract Length: 18 Months
• Location: 250 Strasburg Rd - Transit-Strasburg Road Ops
• Department: Customer Service (Transit Services)
• Division: Transportation Services
• Hours of Work: 35
• Work Schedule: Monday - Friday 8:30am - 4:30pm (Hyrbid)
• Union: CUPE 1883
• Salary Range: $40.17 - $45.52 per hour
• Posting Date: August 27, 2026 at 12:00am

About Us!
The Region of Waterloo is a thriving, diverse community committed to fostering opportunities for current and future generations. Waterloo Region is part of the Dish with One Spoon wampum, a treaty guiding our commitment to:
Taking only what we need
Leaving some for others
Keeping the dish clean
This agreement underpins our vision, mission, and core value, and reinforces our dedication to meaningful reconciliation and equity.
Waterloo Region is home to over 674,000 residents and expected to grow to nearly one million by 2051. Guided by our 2023-2027 Strategic Plan, “Growing with Care,” we prioritize homes for all, climate aligned growth, equitable services and opportunities and a resilient and future ready organization. Our mission is to provide essential services that enhance the quality of life for all residents, while our core value emphasizes caring for people and the land we share. Join us and be part of a team dedicated to making a meaningful difference in our community.

This 18-month temporary position is to support the implementation period for the MobilityPLUS Modernization project, supporting GRT’s specialized transit services. The role requires a strong understanding of the GRT customer lifecycle and the operational needs of the eligibility team, operations, customer service, and other partners, particularly given that changes to MobilityPLUS service can directly affect customers who may require additional communication, support, and accommodation. The incumbent will also serve as a key source of project and customer-impact information, translating system changes, customer behaviours, and operational considerations into clear, timely, and accessible public-facing information.

The Role

Under management’s direction, leads the customer experience program for the Division, focusing on creating a consistent positive experience. Under management’s direction, leads service improvement planning, policy development, project and program administration, and support to staff across the Division.
Delivers on the Region’s strategic vision of a sustainable transportation system by driving continuous improvement and operational efficiencies in customer experience.
Drives collaboration with corporate and divisional partners on the customer experience strategy for transit, aligning policies, training, guidelines, technology adoption, and human-centred design principles to deliver a world-class experience for transit customers and staff.

Duties/Responsibilities

• Provides guidance and instruction to a Customer Experience Analyst.
• Administers tracking, monitoring, and documentation of issues with transit customer service systems (fare system, idea sharing software, Mobility PLUS specialized transit). Coordinates with internal technical staff and vendor for resolution/fixes and communicates to customer-facing direct service staff and the public. Maintains program documents and reference guides. Identifies and analyses trends, gaps, and business processes to develop improvements and enhancements to the customer experience.
• Administers transit customer experience projects spanning the Division. Tests system updates and integration from an internal and external user lens, including developing customer journeys to better understand the customer experience, with the goal of optimizing that experience at every touchpoint.
• Defines projects, develops scope, timelines, resource requirements, risks, and sponsors for projects and programs that involve the customer experience and deals with problems impacting schedules and project success. Ensures recommendations and resolutions are implemented. Works closely with subject matter experts to curate information and develop project teams. Acts as subject matter expert on project teams impacting the customer experience. Builds relationships to maintain awareness of projects and programs.
• Engages leaders across the organization to leverage opportunities for aligning service delivery approaches and building capacity for service innovation.
• Resolves customer issues related to fare cards. Investigates problems and follows up with customers. Reverses payments and credits customer accounts per criteria and limits. Monitors day-to-day support and management of customer service fare system. Investigates in backend fares systems and advises Finance on credit card chargebacks.
• Identifies, analyses, troubleshoots, and documents service experience trends and follows up with customers for resolution. Analyzes issues trends involving transit technology and evaluates and makes recommendations on strategic options (e.g., fixes, features).
• Partners with transit technical staff and system vendor to review technical issues, exchange information, problem-solve, and coordinate timelines and priorities for timely resolution. Monitors and follows up until issues are resolved.
• Contributes to customer and internal feedback program development, including user input and communications. Administers pipeline innovation activities in the Brightidea Innovation Cloud.
• Documents and tracks system issues and resolutions. Maintains related program data, including resources and job aids used by customer-facing direct service staff. Provides user support.
• Communicates customer issues to other divisional staff (e.g., customer service, marketing, operations, corporate contact centre). Creates and maintains customer notices (e.g., website).
• Participates on project teams to represent the client and user experience perspective.