NJ Transit names first-ever customer advocate, chief customer experience officer

A New Jersey Transit train at the Summit train station.

NJ Transit announced Thursday it named Stewart Mader to the newly-created role of customer advocate and chief customer experience officer.

Mader, NJ Transit said, will be responsive for monitoring and improving the customer experience in New Jersey at every customer touchpoint.

“As NJ Transit continues to rebuild itself as a world-class mass transit agency, restoring safety and reliability to the thousands of commuters who use its service daily, the voices of its riders must heard,” Gov. Phil Murphy said. “I applaud NJ Trasit’s leadership for prioritizing those voices, and putting customer service at the forefront of its operations by selecting Stewart Mader as the agency’s first customer advocate and chief customer experience officer, who will use his deep experience advocating for mass transit in our region to monitor customer experience and feedback, and integrate the unique needs of commuters into the agency’s decision making process.”

NJ Transit said one of Mader’s first tasks in his new role will be to create a similar advisory council made up of New JErsey-based NJ Transit customers. It is expected to launch this fall.

“NJ TRANSIT is committed to providing our customers with excellent service,” Diane Gutierrez-Scaccetti, transportation commissioner and NJ Transit board chair, said. “That starts with listening to our customers and giving them a voice. Creating a customer advocate and establishing a Rider Advisory Council will ensure our customers have a formalized way to be heard and for NJ TRANSIT to address their needs.”

Prior to NJ Transit, Mader worked with Port Authority leadership to establish the PATH Riders Council advisory board. He also created the New York & New Jersey Subway Map and built Transit Standards. He previously served as global head of digital strategy for Fitch Ratings. Before that, he was at CFA Institute. Earlier in his career, he led instructional design at Brown University, Emerson College, Long Island University and University of Hartford.

“Stewart Mader’s advocacy for mass transit in our region, most recently as chair of the PATH Riders Council for the last five years, will be an invaluable asset to making the tangible improvements our customers demand and deserve,” Kevin Corbett, executive director, NJ Transit, said.  “I look forward to tapping into Stewart’s wealth of experience and customer-focused perspective.”