Metropolitan Atlanta Rapid Transit Authority (MARTA) General Manager and CEO Jeffrey Parker has named a new chief customer experience officer and announced the formation of a Riders’ Advisory Council to ensure customers’ voices are heard regarding operations and capital programs.

GM Parker chose Rhonda Allen as MARTA’s first chief customer experience officer. During her 20-year career at MARTA, Allen has worked closely with all departments across the Authority, most recently coordinating and implementing plans for Super Bowl LIII. Allen’s first order of business is establishing the Authority’s inaugural Riders’ Advisory Council, a group of 25 customers from diverse backgrounds who live or work in one of MARTA’s four jurisdictions, City of Atlanta, Clayton, DeKalb, and Fulton Counties.

“During my last State of MARTA address, I announced plans for the implementation of an internal customer advocate and a riders’ council to serve as liaisons to our valued customers,” said Parker. “The chief customer experience officer who reports directly to me will lead the effort and oversee a Riders’ Advisory Council that will provide a critical link to the communities we serve. Our current customer call center and social media pages provide a connection to riders but often those interactions are reactionary. This new C-Suite level position and volunteer council will be much more proactive.”

“I’m excited about this opportunity to shape the customer experience at MARTA,” said Allen. “Today I’m opening the application process for those interested in becoming a member of the Riders’ Advisory Council. I encourage transit advocates and critics to apply so together we can ensure customer input is part of the decision-making process.” 

After the selection process, the council will meet monthly beginning in May to provide input on a diverse array of topics including the design of the new rail cars, service delivery, rail station and bus stop amenities, how best to communicate with riders, and ways to ensure MARTA’s rehabilitation and expansion projects minimally impact customers.