RATP Dev, a subsidiary of the RATP Group, ensures the operation and maintenance of urban and interurban transport networks in 16 countries through over 120 subsidiaries. With over 25,000 employees and the expertise and backing of a global leader in public transportation, our subsidiaries provide performance, dynamism and reliability to our customers and passengers to their networks.

Main Purpose

The Customer Experience Coordinator role provides comprehensive oversight of metro operations by supporting the Service Delivery Directorate, in day‑to‑day activities. With a strong focus on Customer Service, this position works closely with and reports to the Customer Service Director—covering station operations, customer‑centric design, and stakeholder engagement. Active and ongoing engagement with the Train Operations Directorate, which encompasses Operating Control Centre, network operations and train movements. The role contributes to operational performance, customer experience initiatives, stakeholder management, and overall operational readiness across the network.Main Responsibilities

RATP Dev internal duties :

• Liaise with Paris headquarters to bring the best of RATP Group’s knowledge on customer service topics, make proposals that are compliant with the company’s strategy and policies. 
• Review and maintain community communications strategy as well as other management plans as per the contract
• Review, assess and enforce the assumptions taken during tender phase to ensure they meet the future operation needs of the Customer Service Directorate
• Keep track of requirements and deliverables for operational readiness and  
• Attend all relevant workshops with OpCo, D&C (and Subject Matter Experts in Europe) and develop the required supporting documentation (presentation, technical notes, agendas, minutes of meetings etc.)
• Plan and prepare meetings with key external stakeholders (eg : Fire & Rescue New South Wales, Sydney Trains, Western Sydney Airport...)
• Assist in the development of SOP and relevant Customer Service documentation / flow charts
• Work with Learning and Competnecy team to develop Learn & Dev content for CS team
• Lead in the Uniform development on behalf of CS team
• Assist with other procurement documentation and activities as required

 

Consortium related duties :

• Identify, address issues and/ or risks, escalating to the Customer Service Director
• Manage and maintain the live tracker (working file) for the day-to-day progress of project deliverables for the CS team ensuring the team delivers on key milestones  
• Coordinate the Customer Service activities, workshops, meetings, across PLM consortium  
• Communicate with internal and external stakeholders as required
• Participate in governance and other project meetings representing RATP Dev
• Work with the commercial team to contribute when technical inputs are required
• Maintain and record meeting minutes, set agenda and document processes
• Any other duties appropriate to project delivery as may from time to time be required.

Work/Job Experience Requirements

• 1 year experience in customer service, marketing (GOA4 Metros / public transport experience as a plus)

Educational Requirements

• Diploma or degree in Marketing, Communication, Engineering, or Business School—or any other relevant field—provided the candidate demonstrates a strong customer‑service mindset, essential for the operational dimension and close interaction with passengers.
• English language (Fluent)

Preferred Skills

• Well-developed written and oral communication skills in English
• High-level fluency in MS Excel, MS Project, MS Power Point, including AI applications
• Previous experience in bringing into service of a light rail or heavy rail line or extension (desirable)
• Customer centric focus
• Confidence in representing the organisation in meetings
• Multi tasks and time management skills

Preferred Behaviours

• Quality conscious
• Must be able to work under pressure and meet strict deadlines
• Must be able to work with EUR time zone occasionally
• Able to work independently but also as part of a team
• Being proactive in delivering timely meeting minutes and other documentation as required