Customer Experience Coordinators welcome riders | Valley Metro
Customer Experience Coordinator at a farebox helping young man

Please join Valley Metro this week in welcoming the new Customer Experience Coordinators (CECs), a group of highly visible staff who will be located at rail station platforms to assist riders, support security and be an overall friendly ambassador to enhance the rider experience. The first team of five officially began their role as CECs today and five more will be hired this fall. The Coordinators will be located at the system’s busiest stations and support special events served by light rail.

These new positions are designed to engage with riders, assist them however possible as well as to support system safety, ensure station cleanliness and, ultimately, contribute to an overall positive experience for customers of the Valley’s 28-mile rail system. The experienced team is an extension of the Respect the Ride (RTR) program, which in 2017, established a code of conduct, increased security staff, developed paid fare zones and introduced the safety and security app, AlertVM. All have resulted in a safer, more enjoyable rail experience.

“Respect the Ride is about creating a safe and comfortable environment for all passengers,” said Valley Metro CEO Scott Smith. “Our Customer Experience Coordinators provide another layer of system presence and put the rider experience in focus. They will connect with riders in a way that’s not done today, helping them to navigate the system and neighboring communities.”

The RTR program welcomes all riders on board with the expectation of respectful behavior towards fellow passengers, staff and property. Valley Metro is a safe system, and our passengers have noted the difference.

“Security seems to be on the train more often. The (AlertVM) app makes me feel safer too; I can report things immediately,” said one rider who took part in a recent passenger survey. Another rider offered “I can go home after dark and I feel safe.” Four in five light rail riders (or 81%) rated the safety and security of Valley Metro Rail as “safe” or “very safe.” The Customer Experience Coordinators are part of Valley Metro’s continued response to passenger feedback and this kind of system presence is quickly becoming a transit industry best practice.

Hear from Kyle, Customer Experience Coordinator, about his experience helping riders at the Tempe Transportation Center today by visiting the Valley Metro Facebook page.

About Valley Metro: Valley Metro has a mission of connecting communities and enhancing lives by providing effective public transit to residents of greater Phoenix and Maricopa County. That includes the planning and operations of a regional bus system and the development and operations of 28 miles of light rail. In Fiscal Year 2018, the total ridership for the system was 67 million passengers. Six high capacity transit extensions are under construction that will create a 50-mile system by 2030. Valley Metro also offers alternative transportation programs for seniors and people with disabilities, commuter vanpools, online carpool matching, bus trip mapping, bicycle safety and telework assistance. Two Boards of Directors set the policy direction for the agency with the intent of advancing the regional public transit system. Get the latest news by following us on Facebook, Instagram and Twitter or visiting