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Senior Director, Customer and Market Research

Job ID: PS105131
Business Unit: MTA Headquarters
Location: New York, NY, United States
Regular/Temporary: Regular
Department: Chief Strategic Officer
Date Posted: Oct 16, 2023


JOB TITLE:                        Senior Director, Customer and Market Research
SALARY RANGE:              $142,877 - $187,525
HAY POINTS:                     1358
DEPT/DIV:                          Strategic Initiatives (HQ)
SUPERVISOR:                   Chief, Strategic Initiatives
LOCATION:                         2 Broadway New York, NY 10004
HOURS OF WORK:            9:00 am - 5:30 pm (7 1/2 hours/day)

This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.

To protect our employees and continue to provide safe and reliable service to our communities, as of November 14, 2021, we are requiring all new MTA hires to be fully vaccinated against COVID-19 prior to their start date.  MTA will consider exceptions for religious and medical reasons, where appropriate.  “Fully vaccinated” means you must have both doses of a 2-dose vaccine and two weeks have elapsed since the second dose or have received 1 dose of a 1-dose vaccine and two weeks have elapsed since the dose.  Proof of your vaccination status in the form of a CDC vaccine card must be submitted prior to your start date.

The Senior Director, Customer and Market Research provides the thought leadership and management of the MTA’s collective efforts to deeply understand customer perspectives of our all our transportation services, including NYCT Subways, NYCT Buses, MTA Bus, B&T customers, and both LIRR and MNR railroads.  Crucially, this leader has experience and forward-thinking orientation in how to design surveys for maximum ‘actionability’ and will deeply consider what perspectives are required for senior leaders within HQ and at the operating agencies to make specific operating or strategic decisions. Additionally, this position manages all requests for supplemental market research and/or focus groups from HQ, C&D, or the Board. The Senior Director acts as the overall supervisor of the day-to-day operations within MTA market research activities.  The Senior Director is responsible for initiating and delivering customer research studies that serve senior management and departments throughout the MTA family. The customer and market research program are the foundation of the MTA efforts to improve customer satisfaction, further develop effective customer services and communications, and provide information and data relative to the delivery of various service attributes in in each of our four operating agencies (e.g., cleanliness, communications, wait times, customer service etc.)
The position reports to the Chief, Strategic Initiatives and directs the design, implementation, and analysis of a comprehensive program of customer and market research studies.  Given this leader’s scope, close collaboration with the Chief Customer Office and its senior leaders will be crucial for MTA success.    Upon joining, the Senior Director will be expected to grow and manage a larger in-house team of research specialists, allowing for more nimble deployment of surveys, small and large, through a variety of formats.   In the near term it is expected the Senior Director will continue to heavily rely upon third parties to provide supplemental support, re-establishing contract terms and managing value-for-money and deliverables more aggressively than recent practices.

  • Directs the MTA-wide market and customer research program including HQ, NYCT, MTA Bus, B&T, LIRR, and MNR.  This involves developing overall MTA-wide market and customer research budgets and annual research plans; proactively developing research project ideas that respond to information needs throughout the MTA; recommending, reviewing, and approving surveying and qualitative research methodologies; and developing new initiatives to improve the coverage, quality, and cost efficiency of MTA customer surveys.
  • Maintains and evolves the monthly Pulse customer survey, which tracks customer perspectives across a variety of recurring attributes relevant to each agency but allowing for cross-MTA comparisons.  Ensures the survey is deployed in a reliably, recurring manner, with results shared back in summary manner to agency operatives within a week of survey close.  Work with agency leaders to interpret results and assist with relevant operational adjustments.   Maximizes value from monthly ‘special feature’ section (This equates to 36 distinct reports for NYCT (on a monthly cadence), and 8 for the railroads (quarterly cadence)
  • Where necessary, to utilize outside vendors, directs and manages the MTA-wide procurement process including issuing scopes of work; assigning selection committees; managing the award of work assignments and all supplements to work assignments; managing interface with DDCR regarding meeting DBE goals for market research studies; manages the Title VI and LEP surveying process; and manages the project invoice review and approval process.  Aggressively manage third party vendors to maximize value for money and on-time delivery
  • Supervises a team of managers and analysts to produce the results in a quality, timely fashion, and develop the groups’ ability to support more operating managers in changing plans to better meet customer needs.  Actively coach and develop staff, providing development opportunities to assist with staff continuity and retention.
  • Directs and manages the ongoing development and execution of the large format ‘Customers Count’ survey, which enables deeper understanding of customer satisfaction and underlying drivers by surveying over 100,000 users on a bi-annual basis.   Ensure statistical reliability and compliance as any new multi-agency research initiatives are developed, including communications research, MTA-wide Title VI requirements, compliance research, mode choice studies, employee research, and fare policy research.
  • Interacts extensively with the MTA Agencies and maintains clear and continuous business contacts with them.   Works with them to identify opportunities for comparative analysis and joint survey projects.   Seeks to obtain informational synergy and cost savings
  • Performs in depth technical research and analysis on projects and ensures the statistical integrity of market planning studies and market analyses
  • Develops and maintains a wide database of research results, ensuring ease of access for historical comparisons and longitudinal studies
  • Oversees the use and activities of consulting firms, assuring that the needs of the MTA are met, that work is done properly and within cost limits, and reports are complete and useful to management
  • Supervises the annual market and customer research budget. Ensures that overall expenditures for market and customer research do not exceed budget limits and that any individual market or customer research projects are conducted within the framework of costs and contingencies approved. Where necessary, advocate for additional funding through clear cut business case and enlisted support of business owners it benefits.
  • Writes 6-8 high-level, detailed, analytical reports for dissemination to internal clients and HQ leadership
  • Monitors private and public sector ‘best practice’ market, customer, and field research methodologies, seeking to ensure MTA is deploying modern cost-effective research approaches, and utilizing evolving technologies to maintain most robust view of our target customers and markets.
  • Prepares bi-annual MTA Board presentations and additional special reports as may be requested by MTA Management, agency executive and or the MTA Board

  • Demonstrated ability to work independently on matters of significance and complexity
  • Ability to manage multiple projects in a fast-paced environment
  • Confidence and competence in dealing with senior management
  • Ability to identify insightful findings to spur operational action
  • Track record of creative, business-oriented solutions
  • Strong interpersonal, problem solving, organizational skills
  • Proficiency in executive level presentations (creation and delivery), including effective data visualization
  • Proven capability to build and maintain strong internal client relationships 
  • Strong analytical skills and be familiar with various statistical techniques and have the know how in using them.  
  • Fully versed in the costing and bidding procedures of market and customer research consultants.
  • Clear commitment to public transportation and serving MTA customers.

  • Bachelors’ Degree (or equivalent experience) in Market Research or Statistics.
  • A minimum of six years of managerial / supervisory experience which must include project management.
  • A master’s degree is strongly preferred.
  • In addition, a minimum 10 years of professional progressive experience in managing market research projects, for public agencies or private firms.

As an employee of MTA Headquarters, you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $105,472 (this figure is subject to change) per year or if the position is designated as a policy maker.

Qualified employees can submit an online application by clicking on the 'APPLY NOW' button from either the CAREERS HOME page or the JOB DESCRIPTION page.

For instructions on completing the online application, go to the MTA intranet site and click on the PeopleSoft Information hyperlink. From there select the User Guides hyperlink to gain access to the "Viewing/Applying for Jobs On Line" guide under the Recruiting section of the page.

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.
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