Snohomish County, Wash. – You might think that the only Community Transit employees who interact with its customers are bus drivers and maybe the customer service representatives who answer questions by phone and email.
But there are also service planners who create and schedule bus routes, maintenance workers who establish seat specifications for new buses, and IT staff who maintain the website and trip planner. Whether they talk directly with customers or not, nearly all employees at the agency have a hand in creating the “customer experience.”
As part of an ongoing effort to improve its service to customers, Community Transit has hired Molly Marsicek to lead a new Customer Experience Department.
“We want to make sure our operations reflect a customer service attitude at all levels,” said Community Transit CEO Emmett Heath. “I see this director as someone who will review the many touchpoints along the customer’s journey through our system, finding ways to enhance that customer experience and being a champion for the customer within our agency.”
Marsicek most recently served as Senior Manager of Customer Experience at Premera Blue Cross in Mountlake Terrace, where she developed a customer empathy program and helped embed a customer-based culture throughout that company.
Marsicek will oversee Community Transit’s Customer Care division, which responds to customer calls and emails. She also will oversee customer outreach, the vanpool program, and customer-facing technology solutions.
Marsicek is joining the agency as it prepares to implement a new customer comment system that will enable better communication about customer issues across departments.
“Transit provides such a major value to people and the community,” said Marsicek. “I am excited to be part of this team that does so much good for people.”